The Clinical Account Manager (CAM) position is responsible for supporting CND's account management and clinical support function that ensures all CND clinical practice customers who utilize CND's neurodiagnostic testing services are highly engaged and satisfied on a consistent basis. The CAM, through collaboration with the Director of Clinical Services department, their assigned regional Sales teams, and Lab Operations, helps implement department process, procedures and protocols and establish standards for the team to follow. The CAM onboards and trains new clinician customers, educates new practices on the use of CND's tests, and provides ongoing communication and support to maximize the satisfaction and loyalty of existing customers. The CAM uses the company's Salesforce.com environment as an essential customer management tool for the portfolio of clinician and practice users and constantly monitors data to take actions in collaboration with Sales to maintain customer engagement and affinity for CND's tests. The CAM also performs a clinical support function, in collaboration with CND's Medical Affairs team, to address important clinical questions customers have throughout the testing process.
Job Responsibilities:
Sales support and customer onboarding
- Work with Sales to bring on new clinician customers through standard onboarding procedures including training and education programs and the provision of helpful information on CND's tests
- Establish communication lines with clinician customers including clinical and administrative staff and set goals for the first 90 days of initiation; become the clear point of ongoing contact for clinician customers while ensuring each CND Sales counterpart remains in overall communication
- Ensure customers follow appropriate skin biopsy protocols with sufficient quality and suggest adjustments and course corrections when needed to establish sound practices early on
- Help in continuously optimizing the Salesforce environment the team will use to conduct daily activities of the department
Customer management and clinical support
- Establish a regular rhythm of maintaining communications with existing customers and work with Sales to maximize engagement of the entire practice
- Use Salesforce data to monitor assigned accounts and trigger appropriate actions
- Continue to offer clinical support through CND written and digital resources, case studies, white papers, patient education assets, training modules, and other pieces.
- Follow a triage process to address clinical questions and connect customers with CND's Medical Affairs staff when appropriate
- Help maintain customers' consistent and appropriate use of CND's offerings, minimizing dormancy and inactivity rates
- Conduct informal and formal surveys of customers to gauge satisfaction and inform CND on strategies and future offering development (test, services, support, etc.)
Customer data analysis and reporting
- Use key data from Salesforce to analyze customer use trends, satisfaction, and growth
- Support in sending weekly and monthly utilization reports and management dashboard and distribute to CND leaders if needed
- Review key findings with manager and use to track performance against goals and recommend adjustments to functional practices
Knowledge, Skills & Experience:
- Minimum of 1-2 years of performing services for and collaboration with clinical practices in a commercial or research context
- Recent experience working with neurologists and advance practice providers is preferred
- Knowledge and experience within the neurology field as a nurse, scientist, research, or commercial account manager is preferred
- Strong project management and client services abilities across multiple clinical sites at once
- High-level of quality and professionalism in interfacing with clinical customers and collaborators
- Proactivity and initiative
- Strong commitment to collaboration and support of team members
- Consistent attention to detail
- Collaborative work style
- Ability to serve in commercial-oriented roles and collaborate with CND executives, sales and marketing staff, and operations and R&D professionals
- Ability to multi-task and work in a fast-past, deadline driven environment
- Drive for Results (Service, Quality, and Continuous Improvement) - Ensure procedures and processes are in place that lead to delivery of quality results and continually reassess their effectiveness to achieve continuous improvement
- Communication - Strong verbal and written communication skills. Willingness to share and receive information and ideas from all levels of the organization to achieve the desired results
- Teamwork - Commitment to the successful achievement of team and organizational goals through a desire to participate with and help other members of the team
- Customer Service Focus - Demonstrate a focus on listening to and understanding client/customer needs and then delighting the client/customer by exceeding service and quality expectations
- Competency and/or knowledge of software tools including Salesforce.com, Microsoft Teams, and some clinical databases (preferred, not required)
Education, Certifications & Licensures:
- Bachelor's degree in related science field required
Other:
- This is a remote position. Travel to CND's Scottsdale, AZ headquarters may be required a few times per year.
#J-18808-Ljbffr
