Diagnostic Account Manager (12 months maternity cover)

Job Title

Diagnostic Account Manager (DAM)

Business Unit

Diagnostics

Location

UK Field Based – territory

Reporting to

Diagnostics Area Business Manager

Managed Resources

FTE

Budget

Job Purpose

The purpose of this field-based position is as a Diagnostics Account Manager who provides onsite support to existing Zoetis VetScan diagnostics veterinary practices, laboratory research, and veterinary academic settings and is responsible for the overall business performance and customer satisfaction of their assigned territories.

Your primary purpose is to assist practices with all aspects of implementation, training, operation, applications, and problem resolution on all Zoetis veterinary diagnostics products. You will be involved in all phases of the onsite support process with emphasis on installation, diagnostics implementation, optimisation, workflow improvements, and increasing utilisation of our products, including the identification of new equipment sales and consumable opportunities in known existing accounts.

The person in role is required to develop mutually beneficial and productive long-term partnerships with our customers, and to maintain these relationships with the appropriate coverage, quantity & quality of activity.

This role contributes to the overall success of Zoetis by delivering, but not limited to the sales growth & market share gain targets for the designated product lines.

Core Responsibilities

Planning

- Maintain high level of expertise with the evolving portfolio of products, services, pricing, competition, market and industry trends

- Develop and maintain account plans in collaboration with other Account Managers, Corporate Key Account Managers, National Diagnostics Veterinary Manager, Diagnostics Training Manager, Zoetis Veterinary Consultants (ZVCs) and Diagnostic Sales Specialists and Area Business Managers

- Is responsible for identifying, quantifying, qualifying, tracking, and evaluating Veterinary Practice (individual account) performance on territory; and, for facilitating, developing, designing and implementing clinic workflow processes that improve overall utilisation and customer experience with our products

- Ensure customer information and call reports are continuously updated through CRM system

- Align activities and account plans to marketing programmes and management direction in line with the Solution Selling model and customer needs

- Analyse and interpret actual and potential territory/customer sales and growth opportunities to support delivery of sales targets

- Work alongside colleagues in other business units to communicate on common customers and opportunities

- Monitor data reports in PowerBi on usage of Dx.com, ordering, and contracts

Relationships

- Develop mutually beneficial and productive long-term partnerships with our customers based on high quality account plans

- Implement bespoke customer solutions utilising all available resources including products, value add services, ZVCs and account managers

- Work with the Business Unit Manager, Area Business Manager, Product Manager, Training Manager, Diagnostics Sales Specialists, Technical Support and Account Managers to identify and report opportunities for additional Zoetis analysers in customer accounts as well as new opportunities through referrals from existing customers

- Identify opportunities for the sale of additional diagnostic equipment and consumables into existing customers in order to maximise their profitability and customer service.

- Input opportunities into salesforce.com using Opportunity Manager

- Place analyser orders using the CPQ process, working with ABM and customer services

- Contribute to the success of your team by sharing best practice with colleagues and proactively contributing ideas

- Work with technical support teams (L1 and L2) to support troubleshooting where appropriate

- Regular communication with the customer services team regarding orders, deliveries and use of Hybris and WebShop

Call activity

- Deliver call activity in accordance with agreed KPIs to achieve the required coverage and frequency with identified target customers

- Respond to requests for onsite technical support which cannot be dealt with by L1 technical support, providing prompt and accurate technical assistance (where appropriate), troubleshooting, and resolution of complex system problems for veterinary clinics, laboratory research, and veterinary academic settings. Escalate this support as required.

- Carry out basic maintenance and training of VetScan analysers and advise on software updates and PMS connectivity

- Provide clinics with guidance, instruction, and training on our diagnostic product line to increase productivity and performance through formal and informal presentations, lunch and learns, clinical clubs etc.

- Develop in-practice diagnostic champions to be the resident expert as a main point of contact

- Provide post-sale product installation and validation, applications and operations training (on-boarding). Ensure that all relevant site staff are trained and signed off for competent and confident use of all equipment. Monitor any staff changes and ensure new staff members are trained within 8 weeks of joining the practice.

- Ensure clear and specific objectives exist for each individual call, which are where possible pre-planned and proactive

- Deliver relevant strategic plans, marketing messages, product information and programmes consistent with management direction in line with the Solution Selling model

- Proactively identify customer opportunities and capitalize on them

- Co-ordinate with colleagues to achieve positive changes to the customers understanding and use of our portfolio of products, services and pricing

- Accurately record call activity in the CRM system, in line with company guidance and KPIs

- Ensure clear and timely follow up plan is in place and actioned

Compliance

- Maintain high standards of business conduct and compliance, adhering particularly to Pharmacovigilance Policy, Global vet Policy, Zoetis values, travel & expenses policy and local codes of practise

- Maintain accurate business records including CRM and communicate effectively with your Area Business Manager, Diagnostics Training Manager, Corporate Key Account Managers and other stakeholders

- Manage customer support budget with tight control to avoid inappropriate overspends

Key Skills

- Exceptional sales ability

- Strong IT skills

- Digital and analytic fluency

- Problem solving

- Prioritisation

- Strong communication, influencing and negotiation skills

- Builds successful and effective internal and external relationships

- Learning mindset

- Change agile

- A strong focus on planning, and a balance of tactical planning with day-to-day operational requirements

- Ability to work independently

- Drive and resilience, demonstrated with a persistent, never give up attitude

- Confidence, likability, and an authoritative personality

- Stakeholder management – effective at using stakeholders as resources

Behaviours

Our Colleagues make the difference

- Keep your selling skills sharp. Learn, train, and retrain

- Be an expert on your solutions – know them inside and out, and continue to learn

- Use the experience from setbacks and failure to drive your future success

Always do the right thing

- Sell what you know your customers need; what you know will work for them

- Help build the reputation of our brand by understanding and supporting the things that we stand for

Customer obsessed

- Know your customers. Know more than just their names, know their business

- Establish effective and lasting relationships with customers that build loyalty to our brand

Run it like you own it

- Ground all account plans in commercially sound thinking

- Deliver on your commitments to customers and colleagues. Do what you say you’ll do – and quicker and better

We are one Zoetis

- Give the team timely information and support that helps them to deliver their role

- Know what’s going on around the business and talk about it to your customers

- Communicate across roles, across regions, across species

Training & Qualifications

- Relevant technical / clinical experience in the veterinary, medical, or scientific industry is essential and has a knowledge of veterinary practice purchasing and operations processes

- Experience of providing training / coaching to groups / individuals

- Sales qualification e.g. NOAH or AMTRA

- Current passport and valid driving licence

- IT literate. Able to use standard business software and communication tools

Experience

As either a;

- Veterinarian or qualified Veterinary Nurse or technician

- Medical field sales representative, veterinary preferred

- employee in animal health industry or a related industry

- employee in a customer facing role

Travel Requirement

100% of time is in-field, face-to-face requiring a high degree of travel within designated territory and region