Change people's lives and love what you do! Cochlear is the most
recognized brand in hearing health care.
Senior Manager of Service Relationship
- Deadline to apply by April 23rd, 2024
About the role
The Senior Manager, Service Relationship will serve as a people leader and
role model to drive exceptional focus on meeting the needs of Providers,
Recipients, and business partners by harnessing the talents/outputs across
the key operating departments (CX Ops, Reimbursement, Supply Chain,
and Field Sales) within Cochlear. This role will lead the Service
Relationship account managers that act as the point of contact for
providers, building customer and company relationships, and enabling
revenue generation for Cochlear. The Senior Manager is accountable for the
daily management and oversight of the processes, service levels, policies
and procedures related to the support of our key strategic accounts. Key
activities include developing and orchestrating a model aimed at delivering a
superior customer service experience, coaching and developing a team of
professional account managers, meeting / exceeding service levels,
and, in partnership with Senior Field Sales Leadership, en
sure healthy provider relationships contribute toward Revenue target
attainment. Alongside these activities is the constant requirement of
positively disrupting the status quo to further enhance and improve the
provider experience, employee satisfaction, and business efficiency. This
role is an extension of Cochlear's external sales organization, and it is
critical to build and foster positive working relationships with the sales
team and professional customers.
This role can be based remotely in the United States or operate out of our
headquarters in Lone Tree, CO.
Key Responsibilities
- Be a strategic business partner for regional field sales leaders to develop
and drive the actions necessary to affect the positive changes deemed critical
to improve service delivery across and within all service delivery channels.
- Lead and hold accountable, the Service Relationship Manager team of
professional account managers responsible for complete provider satisfaction
with all service-related matters associated with designated strategic accounts
(contact and response service levels, quality, on-time surgical
equipment delivery, and professional and field partner NPS/CES.
- Act as a role model change champion to lead and direct efforts across key
operational teams (CX, ProCare, Reimbursement, Supply Chain) to
continually evolve strategy and tactics as the needs of our provider accounts
c
- Direct the use of all available technology and resources designed for
monitoring, measuring, reporting, and analyzing performance to drive a
continuous improvement culture.
- Manage the attainment of all key service metrics by established deadlines;
identify, research and correct issues, adjust priorities to reach
department goals.
- Establish and maintains productive relationships with other business units
to meet overall objectives; lead rapport building efforts with customers and
professional partners.
Key Requirements
To add value to Cochlear in this role you'll be able to meet and demonstrate
the following knowledge, skills and abilities in your application and at
interview:
Total Rewards
In addition to the opportunity to develop your knowledge and grow
professionally, we offer competitive wages and benefits.
- Pay Range in the United States: $125,000 - $135,000 based upon
experience, as well as an annual bonus opportunity of 15% of base salary.
Exact compensation may vary based on skills, experience, and location.
- Benefit package includes medical, dental, vision, life and disability
insurance as well as 401(K) matching with immediate vesting, Paid Time
Off, tuition reimbursement, maternity and paternity leave, Employee
Stock Purchase Plan and pet insurance.
Who are we?
Human needs have always been our inspiration, ever since Professor Graeme
Clark set out to create the first multi-channel cochlear implant because he
saw his father struggle with hearing loss. We always start with people in mind
- thinking about their needs.
For this reason, our products, services and support will continue to