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The Position

Customer Success Specialist (Central Visayas)

Essential Duties and Responsibilities: include the following (other duties may be assigned)

  • Delivers Excellent Customer Experiences and Business Results
  • Execute effective sales strategies and initiatives in order to achieve or exceed sales AND profitability targets within your assigned area
  • Executes territory and account plans. Achieves territory targets and completes actions on a timely basis. Regularly assesses and adjusts territory and account plans as needed to achieve goals
  • Builds deep understanding of each customer account – its structure, organizational dynamics, influential stakeholders inside and outside the account and their priorities, decision-makers, and product preferences
  • Oversee and ensure that statistical information such as census and pricing are provided to finance accordingly before the final proposal
  • Build long-term value-based relationships through continuously uncovering customers’ changing needs, improving customer experience, anticipating new opportunities for their business in the future, and adding values through creative solutions/products
  • Build credibility with customers and other stakeholders at different levels through demonstrating business acumen and professional expertise, confidence, and effective communication
  • Understand the customers’ working / communication styles and flex one’s style to adapt to that
  • Identify and develop business opportunities within the area of responsibility and collaborate across teams to ensure attainment
  • Implement a sales management process to assist the team in identifying and prioritizing customers and prospects
  • Understanding and adoption of sales techniques and tools in daily work for self and team. e.g., Blue Sheet, Gold Sheet, SPIN, Sales Funneling
  • Regular presentation of business reviews on the area and accounts progress and business plans to ensure achievement of set goals
  • Present and sell products to key decision-makers and stakeholders by analyzing customer needs and propose solutions where applicable
  • Record, monitor, and track customer inquiries, complaints, and/or issues with a high level of urgency
  • Partner with the customer and work closely with different functional groups to proactively address customer needs and provide continuous service improvements to achieve excellent customer satisfaction
  • Collaborates with teammates to create exceptional customer experiences
  • Actively supports external and internal feedback/measures of progress or performance and fosters continuous improvement
  • Ensure timely implementation and execution of all business activities align with company policies and SOP and follow the highest compliance standard
  • Tap into different resources and explore new innovative approaches to win new deals and get ahead of the competition
  • Plan the entire sales journey and adapt selling strategies/tactics to customers’ stages and styles of adoption
  • Follow through the plans through effective time and resource management to close the deals successfully
  • Self-Development
  • Act as a visionary, connecting the RDPH vision to other teams. Live and role model the Roche values including APAC Spirit and We@RocheDiagnostics
  • Take an active role in safeguarding the new culture by being an ambassador and role model for new ways of working
  • Must possess a profound understanding of the business and be able to translate your knowledge of the product portfolio into creating a good value proposition to customers
  • Keeps abreast of the latest industry trends, market activities, and competitive intelligence
  • Use a variety of presentation tactics (e.g. storytelling) to deliver effective and compelling presentations to a diverse audience that includes all levels of internal and external customers/partners
  • Listen attentively to figure out unstated needs, observe nonverbal behavior to picks up on both spoken and unspoken messages
  • Apply effective negotiation strategies/tactics and influencing skills to gain and proactively generate new ideas, experiment, take risks and learn from the mistake to refine the ideas better
  • SHE Responsibilities
  • Promote awareness and participation to Security, Safety, Health and Environmental Protection policies and programs at site to create a safe work environment to all employees
  • Help establish a risk analysis and evaluation system, implement daily safety management, ensure operational safety in processes, facilities, and activities
  • Identify health hazards in the workplace, take suitable measures to avoid health hazards, and thus create a safe work environment for all employees
  • Coordinate and ensure to finish the annual GMP physical examination and occupational health examination
  • Communicate all Roche issued notifications to the affected customers and ensure real-time coordination with the responsible department, function group, or team for prompt execution of the corrective actions.
  • Report all received customer complaints promptly to the responsible department, function group, or team for investigation and quick resolution of the case

Location

Based in Cebu City

Liaises with

  • External customer, Key Opinion Leaders, distributor and suppliers, and other relevant parties
  • Relevant internal team members including Sales, Marketing, Finance, Supply Chain, Service, Applications and other departments/areas as required

Education And/or Experience

  • Bachelor’s Degree, preferably in Medical Technology or related fields
  • 3+ years of sales-related experience in medical devices or consumer healthcare products
  • Relevant and proven complex sales experience is preferred
  • Preferably with extensive IVD market knowledge coupled with an entrepreneurial flair, resilience and a growth mindset
  • Excellent oral and written communication skills including making impactful presentations, spreadsheets and proposals
  • Demonstrated strength in agile working principles and methodologies
  • Ideally have experience of successfully working in a matrix environment

Language Skills

Proficient in English (spoken and written)

Other Skills And Abilities

  • Being Collaborative
  • Winning Spirit
  • Being Innovative
  • Effective communication skills
  • Selling and negotiation skills
  • Customer-focused
  • Planning and Execution skills
  • Adaptive to change
  • Good interpersonal skills
  • Creative problem-solving Skills
  • Self-Initiative and Proactive

Who we are

At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.

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Confirmed 15 hours ago. Posted 30+ days ago.

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