Cochlear Implant Consumer Specialist (CICS) - Inside Sales

Sonova Group; United States; Remote; USD 72,000 - 95,000; Full time

Benefits offered by this job

Medical, dental and vision coverage

403b/401k with company match

Paid holidays

PTO / sick leave

Hearing aid discount for employees and

Job summary

Sonova is seeking a candidates engagement specialist in the United States to educate cochlear implant candidates about Advanced Bionics solutions, build trust, and guide their informed decisions via phone, email, SMS, webchat, and video meetings.

You will manage inbound inquiries, triage, and support the sales funnel, coordinating with field teams and internal partners, and document interactions in Salesforce to ensure timely follow-up and a positive candidate experience.

Qualifications

• Bachelor’s degree required; advanced degree a plus.
• Experience with cochlear implants or medical devices preferred.
• Ability to work remotely and engage candidates through multiple channels.

Responsibilities

• Build trusted relationships with prospective cochlear implant candidates.
• Engage candidates via phone, email, SMS/text, webchat, and video meetings.
• Provide education about cochlear implantation and Advanced Bionics solutions.
• Educate and support candidates through the implant journey and decision points.
• Manage inbound inquiries and support the sales funnel with timely follow-up.

Skills

Communication skills

Relationship-building

English fluency

Remote work experience

Education

Bachelor’s degree

Advanced degree in hearing-related field

Tools

Microsoft 365

Virtual communication platforms

Job description

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At Sonova, we envision a world where everyone can enjoy the delight of hearing. This vision inspires us and fuels our commitment to developing innovative solutions that improve hearing health and human connection - from personal audio devices and wireless communication systems to hearing aids and cochlear implants. We're dedicated to providing outstanding customer experiences through our global audiological care services, ensuring that everyone has the opportunity to engage fully with the world around them.

Guided by a culture of continuous improvement that fosters resilience and self-motivation, our team is united by a shared commitment to excellence and a deep sense of pride in our work, each of us playing a vital role in creating meaningful change,

Here you’ll find a diverse range of opportunities that span both consumer and medical solutions and the freedom to shape your career while making an impact on the lives of others. Join us in our mission to create a more connected world, where every voice is heard and every story matters.

Remote, United States

Responsibilities:

Candidate Engagement & Education

• Build trusted relationships with prospective cochlear implant candidates by understanding their needs, providing appropriate guidance, and supporting informed decision-making.
• Engage candidates through phone, email, SMS/text, webchat, video meetings, and other approved communication channels.
• Provide personalized education about cochlear implantation, Advanced Bionics solutions, available resources, and next steps.
• Facilitate individual and group virtual meetings to educate and support candidates throughout the cochlear implant journey, helping them understand cochlear implant technology and key decision points.

Scheduled Queue Coverage & Multi-Channel Support

• Provide scheduled coverage for inbound candidate inquiries received through assigned queues, including phone calls, emails, webchats, SMS/text, and other approved communication channels.
• Monitor, triage, and respond to inbound queue activity during designated coverage hours to support timely candidate engagement and a positive customer experience.

Sales Funnel Management

• Manage assigned leads through each stage of the consumer sales funnel, ensuring timely engagement, follow-up, and progression toward key milestones.
• Develop and execute personalized follow-up strategies that support candidate movement through the cochlear implant journey and drive funnel stage advancement.
• Identify and address barriers that may impact candidate progression in selecting Advanced Bionics by partnering with candidates, field teams, and other internal teams to facilitate next steps. Monitor funnel health, prioritize outreach and opportunity management activities, and maintain accurate documentation in Salesforce and other approved business systems.

Candidate Experience

• Ensure candidates receive timely follow-up, education, and guidance aligned to their stage in the cochlear implant journey.
• Identify barriers to progression and proactively connect candidates with appropriate resources and support.
• Facilitate a seamless and positive candidate experience through effective communication, follow-up, and cross-functional collaboration.
• Gather candidate feedback, identify recurring questions, objections, conversion barriers, and emerging trends through candidate interactions, Salesforce data, virtual programs, and cross-functional collaboration.
• Share relevant insights with appropriate stakeholders to support business decisions and continuous improvement. Ensure candidates receive timely follow-up, education, and guidance aligned to their stage in the cochlear implant journey.
• Identify barriers to progression and proactively connect candidates with appropriate resources and support.
• Facilitate a seamless and positive candidate experience through effective communication, follow-up, and cross-functional collaboration.
• Gather candidate feedback, identify recurring questions, objections, conversion barriers, and emerging trends through candidate interactions, Salesforce data, virtual programs, and cross-functional collaboration.
• Share relevant insights with appropriate stakeholders to support business decisions and continuous improvement.

Documentation, Compliance & Quality

• Accurately document candidate interactions, activities, and outcomes in Salesforce and other approved systems.
• Adhere to company policies, quality requirements, privacy standards, and compliance expectations.
• Report product complaints, quality concerns, and process improvement opportunities through established channels.
• Use Sonova-approved AI and digital tools responsibly, while validating outputs and following privacy and compliance requirements.

Travelling Requirement: 5% for meetings and trainings.

More about you:

• Bachelor’s degree required, Advanced degree in a hearing related field a plus
• At least one year of experience with adult and pediatric patients with Cochlear Implants
• Previous Medical Device Company Sales Experience highly preferred
• Experience in implementing sales techniques is preferred
• Familiarity with cochlear implants, candidacy, and regional support organizations is helpful
• Ability to interact courteously and professionally when representing Advanced Bionics online or in person
• Influences candidates and internal partners through credibility, effective communication, and relationship-building skills.
• Leads through accountability, ownership, and follow-through, ensuring commitments are met and stakeholders remain informed.
• Fluency in English, Spanish a plus
• Microsoft 365, virutal communication platforms
• Ability to work remotely and engage candidates through phone, CMS/text, webchat, and video communication.
• Experience supporting remote or virtual sales workflows a plus

A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova

What we offer:

• Medical, dental and vision coverage*
• Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts
• TeleHealth options
• 401k plan with company match*
• Company paid life/ad&d insurance
  • Additional supplemental life/ad&d coverage available
• Company paid Short/Long-Term Disability coverage (STD/LTD)
  • STD LTD Buy-ups available
• Accident/Hospital Indemnity coverage
• Legal/ID Theft Assistance
• PTO (or sick and vacation time), floating Diversity Day, & paid holidays*
• Paid parental bonding leave
• Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more)
• Robust Internal Career Growth opportunities
• Hearing aid discount for employees and family
• Internal social recognition platform

This role's pay range is between $72,000/yr - $95,000/yr (based on location). This role is also eligible for annual bonus.

How we work:

At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.

Sonova is an equal opportunity employer

We team up. We grow talent. We collaborate with people of diverse backgrounds to win with the best team in the market place. We guarantee every person equal treatment in regard to employment and opportunity for employment, regardless of a candidate’s ethnic or national origin, religion, sexual orientation or marital status, gender, genetic identity, age, disability or any other legally protected status.