Service Relationship Manager
Cochlear

Job Info

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Change people's lives and love what you do! Cochlear is the most recognized brand in hearing health care.

Service Relationship Manager

• Deadline to apply by April 27th, 2024

About the role

The Service Relationship Manager is responsible for building and maintaining relationships with both field and clinical partners to ensure their satisfaction and loyalty. This role requires an appropriate sense of urgency in resolving account related issues with a focus in partnering across work groups to ensure timely and accurate fulfillment of orders and expectations. The Service Relationship Manager will provide responsive, proactive, and complete service to Cochlear's customers through all communication channels. Their primary goals are to understand the needs and expectations of our professional partners/customers and ensure that their regional accounts are set up for success by providing sufficient reporting and communication. The Service Relationship Manager will demonstrate a high degree of integrity, empathy, sensitivity, and patience when working with our professional partners/customers.

Members of this team can be based remotely in the United States or operate out of our headquarters in Lone Tree, CO.

Key Responsibilities

• Provide responsive and complete service to our field and clinical partners.
• Proactively and strategically meet with the field sales team to understand how service partners can enhance the level of service being provided to our clinical partners.
• Understand the needs and expectations of our professional partners, identify gaps within the service model, and utilize root cause analysis processes to resolve issues.
• Develop and nurture long-term relationships with professional partners by regularly communicating with them through various channels.
• Support Regional Team to achieve annual quota and accomplish sales objectives for provider accounts.

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:

• Bachelor's degree and 3 - 5 years of experience; preferably in Account Management/Relationship roles
  • OR
• High School Diploma/GED and 6+ years of experience

• Ability to travel up to 20%.
• Clear and effective communication is vital in this role. Will need to communicate with professional partners, team members, and other stakeholders to ensure that everyone is aligned and informed about developments.
• Ability to meet daily, weekly, and monthly deadlines, follow through on commitment, and show consistently between words and actions.
• Must possess a high level of business acumen and overall professionalism.
• Proven ability to work in a fast-paced environment, interacting effectively with customers and colleagues to defuse and resolve customer service issues in a timely, effective manner.

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: $70,000 - $80,000 based upon experience, as well as an annual bonus opportunity of 7.5% 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 evolve and improve. We are by our customers' side through the entire hearing journey, so they can experience a life full of hearing. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people's lives and working in an organization where they can be part of bringing the mission to life each day.

Physical & Mental Demands

The physical and mental demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the individual is regularly required to be in a stationary (seated/standing) position; utilize business technology for work product delivery, communicate orally and in writing with others internal or external to the organization, utilize problem solving/critical thinking skills to discern and convey information. May be asked to occasionally transport/move up to 30 pounds, depending on the position. Specific vision abilities required by this job include ability to adjust focus. The individual is regularly required to utilize comprehension, critical thinking, communication, problem solving, organization reasoning, relating to others and discernment of items such as product specifications, procedures and processes to customers (whether internal or external). Influence, organization/classification of information and planning are also required.

The work environment is a home/office environment and represents those an individual may encounter while performing the essential functions of this job.

Apply now by completing your application form online. Applicants must meet the job specific application criteria to be considered. Visit our careers site at www.cochlear.us/careers to learn more.

Cochlear Americas is an Equal Opportunity, Affirmative Action Employer and provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, marital status, veteran status, or any other characteristic protected by federal, state or local law. In addition, Cochlear will provide reasonable accommodations for qualified individuals with disabilities. If you require accommodation with completing the online application, please contact us via web or phone at 303-264-2549

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