Experienced Customer Account Representative - Outbound Calling

Join arenaflex, a leading provider of innovative surgical solutions, as we continue to revolutionize the medical industry with our remarkable service, trusted performance, and outstanding value.

About arenaflex

At arenaflex, we are passionate about championing surgical providers with exceptional products and services that save time, money, and effort. Our mission is to deliver a collaborative experience by working directly with the surgical community to ensure they get the exact surgical tools they need at the right time and the right price. We are committed to fostering a positive, empowering, and growth-oriented environment where all team members are encouraged to share their opinions and ideas.

Our Brand Promise

We deliver a seamless, personal process designed around our customers and their needs. Our product family is the result of years of experience championing surgeons and listening to their expertise. We offer quality products for all markets, ensuring that our customers receive remarkable service, trusted performance, and outstanding value.

Job Purpose Summary

As an Experienced Customer Account Representative - Outbound Calling, you will prospect and research targets for the Wound Closure sales organization, capturing leads and identifying new business opportunities using various tools. You will manage leads in Salesforce and utilize analytics to track lead generation and conversion performance. Additionally, you will assist in customer retention and customer outreach to ensure customer satisfaction while collaborating with the sales team to pursue cross-selling and upselling opportunities. Your role will involve creating and executing strategies for new account/customer onboarding and assessing buying patterns to enhance overall customer experience.

Key Responsibilities

* Identifying and qualifying targets: + Utilize various tools and platforms to capture leads within Acute & Non-Acute care settings. + Conduct territory research to understand industry trends and identify new business opportunities. + Manage and track leads in Salesforce. + Use analytics tools to track lead generation and conversion efforts.

• Customer Retention and Support:

+ Work cross-functionally to resolve Customer satisfaction issues. + Manage and track leads to ensure timely follow-up and support, facilitating successful conversions. + Assist with the management and service existing accounts, ensuring customer satisfaction and retention.

• Collaboration and Reporting:

+ Collaborate with the WC sales team to identify and pursue cross-selling and upselling opportunities. + Support WC sales team in achieving overall sales targets and objectives. + Maintain detailed records of customer interactions and account activities in CRM systems. + Provide regular updates and reports to management on account activity status.

• Customer Outreach & Connectivity:

+ Create and maintain communication strategies for onboarding & post order engagement to enhance customer satisfaction & measure effectiveness. + Assess and report on customer buying patterns in relation to contract pricing – churn & retention rates – share information with TM(s) and Sales Leadership. + Check in with new and existing customers to ensure satisfaction, identify purchasing opportunities and identify potential service issues. + Conduct territory research and provide leads to TM(s). + Assist with customers resolution & escalate to functional leadership as needed.

What You Will Need

* Bachelor’s degree preferred.

• 2+ years of customer engagement experience or Client relations background, surgical experience is a plus.
• 2+ years of experience working with Excel, Power BI (Tableau equivalent), and Salesforce.
• Excellent attention to detail and ability to interpret data effectively.
• Proficient in CRM software (Salesforce preferred) and reporting tools (e.g., Power BI, D365).
• Strong analytical skills with experience in database queries and reporting.
• Excellent communication and interpersonal skills for effective customer interaction.
• Ability to manage multiple tasks and prioritize effectively in a fast-paced environment.
• Customer-focused mindset with a passion for enhancing the customer journey.
• Experience in prospecting and lead generation is a plus.
• Willingness to travel for regional sales team meetings, 10% travel.

What We Value

* Customer First - We deliver extraordinary experiences.

• Accountability - We do what we say.
• Integrity - We do what is right.
• Inspired - We love what we do.
• One Global Team -We before me, always.

Join Our Team Today!

arenaflex offers a competitive benefits package including medical, 401K, vacation and sick time, paternal leave and other benefits. A reasonable estimate of the current pay range for this role is ($65,000 - $75,000). Further, pay that is offered is based on geographic location, internal equity, market data, applicant’s job-related skills, commensurate experience, required licensures, certifications and certain degrees. arenaflex is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, marital status, religion, sex, sexual orientation, gender identity, age, national origin, physical or mental disability, veteran status or other protected characteristics.

Notice To Third Party Agencies

arenaflex does not accept unsolicited resumes from recruiters, employment agencies, or other staffing services. Any unsolicited resumes, including those submitted to hiring managers or other business leaders, will become the property of arenaflex and arenaflex will have the right to hire that candidate without reservation – no fee or other compensation will be owed or paid to the recruiter, employment agency, or other staffing service.

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