Bilingual Customer Relationship Manager
Change people’s lives and love what you do! Cochlear is the most recognized brand in hearing health care.
About the role
With continued focus on our customers, Cochlear Americas is recruiting for a Bilingual Customer Relationship Manager. The ideal candidate is located in either the Greater Dallas, Austin, Houston, or San Antonio Texas area.
To be successful in this role, you’ll be responsible for providing in-market, personalized customer education in one-on-one and one-to-many settings focused on onboarding customers, product maximization, and product obsolescence/upgrades. In turn, this will help enhance patient outcomes, foster customer self-reliance, and increase overall confidence and satisfaction with Cochlear’s products.
You’ll work collaboratively with Recipient Services Marketing, Recipient Upgrade Sales team, Consumer Sales, Professional Sales, Customer Experience, Cochlear Community Volunteers and external professional partners in order to provide an exceptional educational and service experience for Cochlear recipients within a given territory.
- Implement customer service marketing strategies aimed at supporting and engaging our customer experience, including executing in-market and virtual educational events, establishing strategic community relationships, and developing recipient support referral pathways with clinics.
- Identify and implement new business models to service and support our recipients through collaboration with Cochlear B2B and B2C sales teams and our clinic partners.
- Become a technical expert for recipients by providing product support for the entire Cochlear product portfolio.
- Partner with clinics and internal stakeholders to identify and educate patients who could benefit from transitioning to serviceable technology to mitigate the risk of being without sound.
- Responsible for customer-facing events that entail a one-to-one and a one-to-many format, including planning, logistics, and presentations along with post-event communications and follow-up.
- Coordinate Cochlear Community volunteer management for events, mentoring and public speaking engagements.
In this role you'll have the opportunity to make a significant contribution to Cochlear's successful history of innovation and delivering on our mission by applying your unique experience and knowledge to meet the job requirements.
- Bachelor's degree & 3-5 years of field sales or service experience OR High School Diploma or Equivalent and 7-9 years of field sales or service experience
- Bilingual in English and Spanish (written and verbal)
- Strong computer skills and good working knowledge of the Internet, Excel, Power Point, Word Applications, Skype, and social networking websites
- Demonstrated strong written, verbal and public speaking proficiency
- Excellent interpersonal skills displayed across diverse demographics
- Demonstrated learning agility and an aptitude to learn and teach deep technical product knowledge
- Ability to work independently under minimal supervision
- Willingness to work in a fast-paced evolving business environment while maintaining a positive and flexible attitude
- Team player with the ability to cultivate relationships and work collaboratively among multiple stakeholders
Travel: Must be able to travel 50-60%, including nights and weekends.
Physical, Mental Demands and Work Environment
The physical and mental demands described below are representative of what must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The work environment described represents what an employee encounters while performing the essential job functions.
PHYSICAL and MENTAL DEMANDS:
While performing the duties of this job, the employee is regularly required to be in a stationary position (seated and/or standing); utilizes business technology for work product delivery, communicates orally and in writing with others internal or external to the organization. Occasionally transport/move up to 30 pounds. While performing the duties of this job, the employee is regularly required to utilize comprehension, critical thinking, problem solving, communication and organization.
The work environment for this role is a home/office environment.
More about Cochlear
Human needs have always been our inspiration, ever since Professor Graeme Clark set out to create the first multi-channel cochlear implant because he saw his father struggle with hearing loss. We always start with people in mind – thinking about their needs.
For this reason, our products, services and support will continue to evolve and improve. We are by our customers’ side through the entire hearing journey, so they can experience a life full of hearing. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives and working in an organization where they can be part of bringing the mission to life each day.
Visit our careers site at www.cochlear.us/careers to learn more about current openings! Cochlear Americas is an Equal Opportunity, Affirmative Action Employer and provides equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, marital status, veteran status, or any other characteristic protected by federal, state or local law. In addition, Cochlear will provide reasonable accommodations for qualified individuals with disabilities. If you require accommodation with completing the online application, please contact us via web or phone at 303-264-2549.
Apply now by completing your application form online. Applicants must meet the job specific application criteria to be considered.