Territory Management
- Delivery of top line sales
- Routing as per defined routing plan
- Pre and post sales planner aligned to predefined customer journey in alignment with business strategy
- Driving Segmentation targets and frequency to sales objectives for HD, PD and Pharma
- Drive region specific Education Plan
- KOL development
- Driving local marketing events and initiatives
- Proactive Tender maximisation and documentation
- Create value through providing a single point of contact for Fresenius for all customers
Product/service demos and information
- Demonstrates the most valuable features/attributes of the product/service and link them to the customer's key challenges
- Provide advanced product/service information and respond to complex customer questions about the product/service
- Supports the implementation of sales tactics and strategies by providing technical expertise and supporting with product knowledge
Customer onboarding
- Walk customers through the advanced/custom features of the product/service, connecting those features directly with customer pain points
Resolving customer issues
- Respond to more advanced issue escalations promptly and appropriately; provide managerial approvals as required
Periodic health checks
- Maintain and lead periodic check-ins with key customers to ensure they're receiving the most value from the product/service; note the most commonly raised questions/issues during check-ins
Renewals
- Drive and secure customer renewals through exceptional service interactions, ensuring the customer is consistently gaining value from the product/service
- Contribute to identify and communicate commercial opportunities with a special focus on portfolio improvements
Service-related upselling and cross-selling
- Actively look for ways in which additional products/services can grow the value of the customer's account within the organization
Customer relationship management/account management
- Develop and implement a customer contact plan to communicate product launches and engage the customers in relevant sales campaigns in close exchange with Account Mangers. Act as first point of contact for customer queries and complaints and resolve these, referring complex issues to others and ensuring that the customer receives an appropriate response
- Own the contact and foster their relationship with selected non-prioritized accounts, performing as account manager and discharging them from certain workload
- Support Account Managers on their account visits with expert insights / training / showing new services and products
Internal client relationship management
- Build effective working relationships within the internal client organization and contribute to the management of the partnering relationship, delivering high-quality professional services within established routines or as part of an agreed project
Sell customer propositions
- Identify the products or services that best meet the customer's stated needs, explain the selection to the customer, and invite the customer to make a purchase at the standard price/terms and conditions of sale
Quality, Legal & Compliance
- Follow and comply with all relevant FME policies, guidelines, manuals and SOPs in the version as amended from time to time (“FME Policies”)
- Keep yourself updated about the current version of the FME Policies that are relevant for your role and integrate corporate values in daily business
1) Required training and education:
- Academic degree or equivalent diploma in relevant subject matter
2) Required professional experience (in years):
- Minimum 5 years experience in Medical Industry in application support, technical operations and/or sales
3) Required personal competencies:
- Communicates effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences
- Customer focus: Builds strong customer relationships and delivers customer centric solutions
- Ensures accountability: Holds self and others accountable to meet commitments
- Instills Trust: Gains the confidence and trust of others through honesty, integrity, and authenticity. For example, consistently adheres to organizational policies and practices, even when they are unpopular or inconvenient.
- Action oriented: Takes on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm
- Decision quality: Makes good and timely decisions that keep the organization moving forward. Takes smart, independent action in urgent and nonroutine situations, knows when to escalate for others' involvement
- Being resilient: Rebounds from setbacks and adversity when facing difficult situations. For example, has excellent composure and professionalism, even in very difficult situations
- Manages Conflict: Handles conflict situations effectively. For example, skillfully draws upon a wide range of perspectives in order to find optimal solutions to challenging situations.
4) Other specialized knowledge, expertise and skills:
Functional knowledge
- Clinical and technical expertise with well-recognized reputation in the field where he is specialized in
- Excellent product knowledge (dialysis and healthcare products and services)
- Builds customer loyalty: Works at an advanced level to make every customer interaction positive by leaving the customer feeling understood, appreciated, and confident in the organization's ability
- Masters service conversations: Works at an advanced level to navigate customer conversations by leveraging the four parts of a service conversation: open, learn, reply, and close. Typically works independently and provides guidance
- Navigates customer challenges: Works at an advanced level to navigate conversations in which the customer is frustrated or unhappy with the organization. Typically works independently and provides guidance
Candidate must be based in KZN