[Hiring] Diagnostic Success Partner @ANTAGENE

Role Description

The Diagnostic Success Partner (‘DSP) is responsible for growing Antech’s customer utilization of the full portfolio (AIS, Sound, IHD/consumables, and innovative reference lab products). This position is poised to provide excellent support to Antech’s current customers and will be aligned with an assigned region. The DSP is responsible for identifying hospitals that are primed and ready to grow with Antech and they must determine the right tactics to realize growth among these clients. The DSP will work in tight partnership with the Diagnostic Sales Manager (DSM), Diagnostic Sales Associates (DSA), and other members of the sales team to ensure a collaborative effort on all growth initiatives and customer concerns such that a customer can reach out to any regionally assigned contact and resolve their needs.

• Determines the set of clients on whom to focus growth efforts and works with field sales team to achieve growth goals.
• Calls all identified customers on a regular cadence to provide superior customer service and remains solution-driven with all customers and/or customer concerns to achieve long term goal of customer retention.
• Monitors customer retention list monthly and reviews territory growth goals to identify opportunities for growth or areas of attrition risk.
• Coordinates with Marketing and Sales team to target specific areas for customer growth and retention.
• Makes calls (in-person or virtually) to hospitals to discuss areas of opportunity and provide support.
• Informs customers about Antech’s innovation efforts and new products and programs to grow customer utilization of products using growth marketing programs and tools.
• Works with marketing team to identify needs for growth marketing tools and resources.
• Effectively uses multiple software systems to service accounts and maintain company records, including Salesforce.com, RingCentral, Microsoft Teams and Microsoft Office.
• Demonstrates proficiency in the entire Antech product and service portfolio.
• Attends applicable business meetings to discuss hospital performance and areas of growth opportunities.
• Builds and maintains relationships with referral sources to connect DSMs with new business opportunities.
• Conducts research prior to the site visits to obtain information and insight to anticipate issues and enhance the overall customer experience.
• Coordinates daily support activities and customer activities at meetings as assigned.
• Responsible for accurate data collection, processing, modeling and analysis to identify opportunities.
• Possesses strong problem-solving skills but is also able to effectively route issues to the proper associates for resolution.
• May be asked to participate in enterprise initiatives, special projects, and other duties as assigned.
• May be assigned other duties to support customer growth, retention, and support.
• Navigates through ambiguous situations in a manner consistent with the Five Principles of Mars and uncompromising integrity.

Qualifications

• Bachelor's degree (Animal Health, Biological Sciences, Lab Sciences or Business-related field) or on-the-job experience in sales in a related field.
• Minimum of 1-2 years of experience as veterinary technician, laboratory technician or medical assistant.
• 2+ years previous sales or customer service experience in a professional service industry (preferably in Animal Healthcare, Human Healthcare, etc.) is required.
• Knowledge of Diagnostic services is strongly preferred.

Requirements

• Ability to maintain professionalism at all times with both internal and external customers.
• Ability to interact and work positively with a variety of people and departments, in person and over the phone.
• Ability to communicate effectively and positively with all levels of personnel on the phone.
• Excellent interpersonal, communication, negotiation, and collaboration skills.
• Strong analytical skills with extreme attention to detail.
• Must have the ability to take own initiative and work independently.
• Flexible and adaptable attitude to cope with fast changing and complex environment.
• Agile at learning new and existing software with a low time to proficiency.
• Ability to analyze and interpret large amounts of data, and synthesize them into an actionable plan using assigned CRM.

Benefits

• Paid Time Off & Holidays
• Medical, Dental, Vision (Multiple Plans Available)
• Basic Life (Company Paid) & Supplemental Life
• Short and Long Term Disability (Company Paid)
• Flexible Spending Accounts/Health Savings Accounts
• Paid Parental Leave
• 401(k) with company match
• Tuition/Continuing Education Reimbursement
• Life Assistance Program
• Pet Care Discounts