Sales Ambassador - Core Lab Division (Ontario)

Abbott; Montreal; Hybrid; CAD 70,000 - 90,000; Full time

Job summary

A leading healthcare solutions provider is seeking a field-based account manager in Montreal. You will manage customer relationships, drive business expansion, and ensure high customer satisfaction in laboratory settings. Ideal candidates will have a degree in Life Sciences, with several years of customer service and sales experience. The role requires strong communication and troubleshooting skills, and a commitment to meeting customer needs. Competitive salary and flexible travel required.

Benefits

Competitive salary

Travel opportunities

Professional development

Qualifications

• 1-3 years working in a laboratory environment performing diagnostic tasks.
• 3-5 years of sales experience with Health Care Professionals.
• Experience in providing technical product application support.

Responsibilities

• Manage account and customer relations to drive value expansion.
• Analyze data to identify operational optimization initiatives.
• Ensure customer satisfaction and monitor service quality.

Skills

Customer service-oriented

Strong communication skills

Troubleshooting skills

Negotiation skills

Sales techniques and cycles

Ability to prioritize independently

Education

Bachelor’s degree in Life Sciences or related field

Tools

Salesforce.com

Power BI

Job description

The Opportunity

This position is field based in Ontario, in the Core Lab Division. We’re empowering smarter medical and economic decision making to help transform the way people manage their health at all stages of life. Every day, more than 10 million tests are run on Abbott’s diagnostics instruments, providing lab results for millions of people.

What You’ll Do

• Operate as primary account management contact with customer account; with a focus to improve economic profitability; increase customer loyalty; secure retention; and drive value expansion
• Be the representative of Abbott and the Core Diagnostics brand to the customer with emphasis on laboratory management. Will interact with Acquisition and Sales Specialist teams; Value Expansion Representative; Area / Regional Marketing; Customer Support Center and Technical Service; Finance. This position is a very visible and will influence customer purchase decisions
• Accomplishes results individually, working remotely and in collaboration on teams and work groups
• Makes decision on reagent utilization on integrations and troubleshooting product replacement that impacts annual supply budget. Considers financial and customer implications as part of decision making. Acts as trusted partner and resourceful advocate to existing customers
• Drive Continuous Improvement Process with our current and future customers by utilizing Business Analytics platform for identifying insights from BI tool and data from Laboratory Information System, helping customer identify Operational optimization initiatives in their Lab and actively participate in implementing and measuring outcomes through AlinIQ Solutions
• Uses and contributes to data integrity of CRM Software (Salesforce.com) database of customer contacts and interactions, and use it daily to achieve sales effectiveness
• Exhibits high level of integrity; honesty; keeping commitments and presenting information completely and accurately to both internal and external customers
• Monitor and maintains customer satisfaction through direct contact
• Adheres to safety guidelines; policies; procedures

RETENTION RATE :

Ensure instrument analytical turnaround time (Escalations related to uptime / repair / maintenance)

Conduct Quarterly customer business review (Commercial and Service KPI reviews)

Negotiate and define Service and Reagent contract Extensions and renewals for CC / IA and Hematology instruments and AlinIQ Solutions

Manage customer relationship and thoroughly plan; prepare and follow up customer visits (pre-call plan; post-call notes)

Identify customer training requirements

Replenish and control inventory

Build image and brand in eyes of customer

Sell” or reinforce Abbott’s total solution value offering

Collect and transmit VOC (Voice of Customer)

Creates account specific strategies to retain and grow the business

VALUE CREATION AND EXPANSION :

Drive menu expansion and Value creation (utilization of existing products; new product and new assay applications) based on Menu gap analysis and Instruments Utilization Analysis

Price management

Service sales

Free of charge control

Lifecycle management of product

Order and CPR management

Contract Life Cycle and Volume commitment Compliance

Supports lab implementations - works with the team to manage new installations including arranging site surveys, ordering instruments, UPS’s, arranging water supply, interfacing, Abbottlink connection and organizing training

Attend Relevant trade Association meetings, conferences and tradeshows

BUILD PROMOTERS :

Build customer loyalty and drive up NPS Score through Follow up and improvement (hot sheets)

Management of inter-client relationships

Proactive monitoring and communication via AbbottLink

Customer inventory

Carry out lunchtime meetings to demonstrate educational materials and web-based learning about new or existing Abbott solutions, engaging with all grades of lab staff

SYSTEMS & TOOL MANAGEMENT :

CRM (Salesforce.com) daily use and data maintenance, tracking calls, pipeline and opportunities

Driving your territory insights and planning by analyzing Power BI Sales Performance Metrics

Required Qualifications

Bachelor’s degree required. Life Sciences / Microbiology / Engineering (Biomedical / Electrical / Mechanical) Medical Technology or Commercial is preferred

One to three years working in a Laboratory environment performing diagnostics tasks in Chemistry, Pathology, Microbiology or Blood Bank (preferred).

Three to five years performing sales duties including calling on Health Care Professionals / Medical Lab Technologists to achieve sales targets.

Experience providing technical product application and / or hardware support. (Preferred)

Experience with salesforce.com and PowerBI

Experience interfacing with customers

Strong people management and communication skills

Troubleshooting / problem solving skills

Computer skills (word, excel, power point, internet savvy)

Shows ability to prioritize independently

Negotiation skills

Sales techniques and sales cycles.

Commitment to customers’ needs by listening and translating into action items

Customer Service-minded

Customer centric

In depth understanding of the Diagnostics laboratory environment including process workflow, equipment maintenance, quality control, result Validation and operations.

Good understanding of the purchasing process in their territory / province (Group Purchasing Organizations, government approval processes, budget approvals …etc.)

Sales process knowledge and Account management experience. Value expansion principle of current installed base understanding

Anticipates, identifies and meets internal and external customer needs and requests; negates and Resolves Conflicts; maintains a professional demeanor, even under stressful conditions.

Displays effective oral and written communication to accomplish business goals and foster building customer rapport and relationships

Effectively Manages Time; Prioritizes tasks and defines tasks necessary to meet goals; Organizes own activities and time to complete multi-faceted tasks and assignments; Manages daily workload related to call documentation

Travel is approximately 50%