Customer Success Leader - Sales

Customer Success Leader - Sales

15-18 years
Not Specified

Job Description

Essential Duties and Responsibilities: (other duties may be assigned)
Key Accountabilities
  • Lead and manage customer success team - sales by implementing effective sales strategies, and specified action plan to ensure sales targets and business objectives are achieved.
  • Take ownership over customer engagement by co-ordination and planning of appropriate resources to achieve world-class customer experience
  • Plan, achieve or exceed sales and profitability targets, plan and manage sales expenses budget within approved allocation
  • Provide realistic rolling demand forecasts in collaboration with Customer Success Lead - Marketing and on a monthly basis to reflect the updates in-market situation.
  • Monitor pre and post sales activities of sales team
  • Work closely with cross-functional stakeholders to eliminate roadblocks and communication barriers and to ensure successful and consistent delivery and message
  • Prioritize initiatives and activities according to strategic importance, value contribution and business needs
  • Facilitate brainstorming sessions that lead to innovative solutions/concepts which will aid issue resolution and continuous improvement to stay competitive
  • Support team activities and initiatives to increase team efficiency and effectiveness
  • Manage and consolidate trends from competitive intelligence and/or emerging issues in the market, set Key Performance Index (KPIs) to develop strategic business strategies and decisions
  • Ensure full compliance with applicable regulatory requirements and perform activities following global Roche quality standards and local SOPs
  • Play a key role for achievement of RDPH 1000 day strategy and execution.

Account Management
  • Build strong internal and external relationships while developing partnerships and synergies to bring meaningful insights that catalyze strategy and product/service delivery and solution development.
  • Develop and maintain excellent rapport with customers and provide consistent experience beyond expectations.
  • Continuously improve key account management program to world's standards
  • Support Customer Success Partners in the implementation of customer strategies and action plans.

Distributor Management
  • Identify, develop and maintain strong relationship with key distribution partners
  • Continuously improve distributor management program to excellence through collaboration with business and commercial excellence function
  • Achieve financial targets and targets related to distribution management program
  • Support Customer Success Partners in developing relationships with distributors, the implementation of distributor strategies and action plans.

Commercial Excellence / Business Development / Marketing
  • Build strong commercial excellence function, enable team with tools and commercial skills and embed commercial excellence within team's mindset
  • Research, analyze, and monitor financial, technological, and demographic factors to capitalize on market opportunities and minimize effects of competitive activities
  • Keep abreast with Department of Health, relevant government agencies regulation updates, competitor products and activities for effective commercial strategies
  • Ensure marketing strategies and campaigns are implemented effectively and efficiently within agreed timeline and in close collaboration with Marketing

  • Take an active role in safeguarding the new culture by being an ambassador and role model for new ways of working.
  • Actively exhibit the behaviors of an agile leader with a growth mindset, always being curious and with a focus on continuous improvement.
  • Play a key part in building a high performing affiliate with long term sustainability, who are externally focused and being an agile organization.
  • Build and maintain high performing teams by empowering them to excel.
  • Coach and mentor the team to develop key competencies and processes required to build an effective, productive and efficient organization
  • Assume leadership role within the team and facilitate effective communication of vision facilitate active coaching and development while harnessing sales results to associated goals and taking appropriate action to mitigate risks when necessary
  • Identify top performance and take action at early stages for under performance and support/build a strong learning and development culture.

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.

Quality / Regulatory Responsibilities:
  • Ensure full compliance with applicable regulatory requirements and perform activities following global Roche quality standards and local SOPs.

Reporting to:
Country Manager
Supervisory Responsibilities:
  • Customer Success Partners

Liaises with
  • External customers, Key Opinion Leaders, distributors and suppliers and other relevant parties
  • Relevant internal team members including Marketing, Finance, Supply Chain, Service, Applications and other departments/areas as required
  • Internal and External Auditors if necessary
  • APAC team for product, technical support, updates and enquiries

Education and/or Experience
  • Bachelor's Degree in Health/Science/Business disciplines, A Postgraduate degree in Marketing or Business is an added advantage.
  • Extensive market knowledge with at least 15 years experience coupled with an entrepreneurial flair, resilience and a growth mindset
  • Extensive (>15 years) leadership experience with proven skills in sales team leadership, motivation and empathy.
  • Experience with strategic implementation and optimization of complex sales processes, preferably in a hospital or laboratory environment.
  • Extensive experience in distributor management, key account management and commercial excellence.
  • Demonstrated strength in agile working principles and methodologies.
  • Ideally have experience of successfully working in a matrix environment.

Language Skills
Proficient in English (spoken & written)
Other Skills and Abilities
  • Strong leader, that actively demonstrate VACC (Visionary, Architect, Catalyst, Coach) behaviors across the organization.
  • Strategic and entrepreneurial mindset
  • Customer centric
  • Excellent Interpersonal and communication skills
  • Extensive selling and negotiation skills
  • Analytical, precise, pragmatic, enthusiastic, result-oriented and commercial awareness
  • Problem solving and issue resolution
  • Planning and organization skills
  • Time management skills
  • Team player
  • Self-Initiative and Proactive

About Roche

At Roche, 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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