Hospital / Institutional Customer Representative - Greater Cleveland, OH

About the position The Hospital / Institutional Customer Representative is a key member of the Hospital Customer Team and plays a critical role in supporting our Company's customer centric business model. He/she is responsible for working with the Hospital Customer Team to understand and identify Health Care Provider (HCP) customer needs, support pull-through activities relative to the customer strategy and ensure that our Company is viewed as demonstrating value and better health outcomes to healthcare professionals and their patients. The primary activities include: Communicates about product in a way that's meaningful and relevant to each individual customer; customizes discussions and client interactions based on understanding of customer's needs Engages in informed discussions about products with HCP customers - knowing when/how to seek and provide additional information Within select customer accounts acts as primary point of contact for customer, meet with key customers/personnel to understand practice structure, business model, key influencers Managed Care Organization (MCO), employers, state and local regulations)/network structure, customer needs and identifies business opportunities For select customer accounts/HCPs, coordinate with customer team to develop customer strategy - outlining strategy for interactions/ relationship, solutions and potential offerings for customer Partners with National Account Executives (NAEs) to maintain strong focus on Managed Care pull-through Shares learning and best practices from one customer to help other customers meet their needs Demonstrates a focus on better health outcomes (beyond acquisition, considers the HCP and patient experience) Provides input into resource allocation decisions across customers Identifies and selects programs/services available in the library of our Company's "resources" to address customer needs Works with solutions group (Headquarters - HQ) and/or Medical Account Executive (MAE) to develop and deliver relevant offerings that address desired customer needs Maintain current understanding of practice structure, business model, key influencers/ network structure and make information available to relevant stakeholders Collaborate and communicate effectively with extended "in-scope" customer team to ensure a consistent customer experience across our Company's divisions and functional areas; ensure integration with National Account Executive (NAE), our Company's Vaccines personnel, Health Management Services (HMS) Manager, Solutions Consultant, Customer Strategies and Solutions (CSS), Regional Medical Director (RMD) and other key stakeholders to share key customer learning and support customer needs Outstanding in all competency areas (Account Management; External Market Focus; 1:1 Customer Interactions) Influences beyond their specific geography or product area Implements approved resources, programs and messages to address customer and company needs. Create awareness of approved Inpatient Hospital Letters of Participation (LOP) with eligible and appropriate customers. To include discussing approved details of the contract.

Responsibilities

• Communicates about product in a way that's meaningful and relevant to each individual customer; customizes discussions and client interactions based on understanding of customer's needs
• Engages in informed discussions about products with HCP customers - knowing when/how to seek and provide additional information
• Within select customer accounts acts as primary point of contact for customer, meet with key customers/personnel to understand practice structure, business model, key influencers Managed Care Organization (MCO), employers, state and local regulations)/network structure, customer needs and identifies business opportunities
• For select customer accounts/HCPs, coordinate with customer team to develop customer strategy - outlining strategy for interactions/ relationship, solutions and potential offerings for customer
• Partners with National Account Executives (NAEs) to maintain strong focus on Managed Care pull-through
• Shares learning and best practices from one customer to help other customers meet their needs
• Demonstrates a focus on better health outcomes (beyond acquisition, considers the HCP and patient experience)
• Provides input into resource allocation decisions across customers
• Identifies and selects programs/services available in the library of our Company's "resources" to address customer needs
• Works with solutions group (Headquarters - HQ) and/or Medical Account Executive (MAE) to develop and deliver relevant offerings that address desired customer needs
• Maintain current understanding of practice structure, business model, key influencers/ network structure and make information available to relevant stakeholders
• Collaborate and communicate effectively with extended "in-scope" customer team to ensure a consistent customer experience across our Company's divisions and functional areas; ensure integration with National Account Executive (NAE), our Company's Vaccines personnel, Health Management Services (HMS) Manager, Solutions Consultant, Customer Strategies and Solutions (CSS), Regional Medical Director (RMD) and other key stakeholders to share key customer learning and support customer needs
• Outstanding in all competency areas (Account Management; External Market Focus; 1:1 Customer Interactions)
• Influences beyond their specific geography or product area
• Implements approved resources, programs and messages to address customer and company needs.
• Create awareness of approved Inpatient Hospital Letters of Participation (LOP) with eligible and appropriate customers. To include discussing approved details of the contract.

Requirements

• Bachelor’s Degree with 3 (36 months) or more years Sales experience OR a minimum of high school diploma with at least 6 years of equivalent experience which could include professional sales, experience in marketing, military or healthcare/scientific field that is not sales related (pharmaceutical, biotech, or medical devices).
• Prior experience working in a scientific field or healthcare environment
• Previous sales experience
• Prior experience developing new business opportunities with existing customers
• Experience establishing new customer relationships
• Understanding of our Company's products and therapeutic areas
• Consistent performer in most competency areas
• Valid Driver's license
• Account Planning
• Adaptability
• Customer Experience Design
• Customer Experience Management
• Customer Feedback Management
• Hospital Sales
• Interpersonal Relationships
• Lead Generation
• Market Analysis
• Pharmaceutical Sales Training
• Sales Calls
• Sales Metrics
• Sales Operations
• Sales Pipeline Management
• Sales Presentations
• Sales Process Management
• Sales Territory Management
• Sales Training

Nice-to-haves

• Prior consulting or customer service experience
• Experience developing and executing a plan for engaging customers and meeting customer needs
• Understanding of Headquarter operations
• Ability to analyze metrics to assess progress against objectives
• Hospital/Institutional Sales experience

Benefits

• The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.
• We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.

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