Job description
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 diagnostics implementation, optimisation, workflow improvements, and increasing utilisation of our products, including the identification of new equipment sales and consumable opportunities.
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 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
- 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 performance on territory; and, for facilitating, developing, designing and implementing clinic workflow processes that improve overall 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
- Analyse and interpret actual and potential territory/customer sales and growth opportunities to support delivery of sales targets
Relationships
- Develop mutually beneficial and productive long-term partnerships with our customers based on high quality Revegy 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.
- Contribute to the success of your team by sharing best practice with colleagues and proactively contributing ideas
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
- 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 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
- 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
Behaviours
- Keep your selling skills sharp. Learn, train, and retrain
- 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
- 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
- Veterinarian or qualified Veterinary Nurse or technician
- Medical field sales representative, veterinary preferred
- employee in a customer facing role
Travel Requirement
80% of time is in-field, face-to-face requiring a high degree of travel within designated territory and region
About Zoetis
At Zoetis we are passionate about our customers and the animals in their care. We discover, develop and manufacture the world's most innovative and effective products for animal health-medicines, vaccines, diagnostics, genetic tests, biodevices-and we are creating the next generation of integrated solutions and services to support this evolving industry. We know our people drive our success. Our colleagues are proud of our company culture and the meaningful role we play in caring for animals. The Zoetis Core Beliefs define the commitments we make to our colleagues, customers and stakeholders every day. They have guided the creation of our award-winning workplace and our proud position as a leading partner of choice in animal health.
Diversity, Equity & Inclusion
Our Colleagues Make the Difference, and we know their differences make Zoetis stronger. We strive to create an environment where each colleague feels valued and cared for and where we can be our best every day. Our Diversity, Equity & Inclusion (DE&I) focus and commitment begins with our leadership team of diverse backgrounds, experiences and ethnicities (50% of our executive team members are women), and it is demonstrated in our support of our colleagues and industry. Our Diversity, Equity & Inclusion Council, representing colleagues across locations, functions and communities, serve as ambassadors and champions for DE&I initiatives. In addition to the Diversity, Equity & Inclusion Council, Zoetis has six colleague resource groups that bring together colleagues who share similar backgrounds, experiences, or interests and work together toward goals aligned with our strategic business priorities.
Our commitment to advancing Diversity, Equity and Inclusion has earned us recognitions as a Best Place to Work for LGBTQ Equality , a 100 Best Company for Working Mothers , a Top Company for Executive Women , among many others .
For animals. For health. For you.
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