Xenex Regional Account Manager in Detroit, Michigan
OVERVIEW: The Regional Account Manager (RAM) is the primary point of contact for a consolidated list of clients within a geographic area who is charged with driving client success. The RAM will frequently visit their install base located within their geography, becoming embedded within the client site and gaining their trust in order to become an integral part of the client’s larger team.
Similar to the Account Manager role, the RAM will help to ensure client goals and objectives are aligned with a customized standard operating plan (SOP) custom developed for each client to support their overall Xenex program. Further, they monitor client performance and drive utilization of Xenex robots to validate those goals and expectations can be met. Where issues arise, the AM provides consultative support to his/her client in order to bring their program back in line with their SOP. The AM is responsible for the management of all robot cases on behalf of their clients, minimizing disruption to their program.
RESPONSIBILITIES: • Effectively and accurately educate staff on the benefits of Xenex’ Germ Zapping Robots™ and services. • Effectively and accurately articulate the risks, from both a health and financial perspective, as it relates to Hospital Acquired Infections (HAIs) • Serve as the local expert resource to clients to guide the staff in successfully executing against their Standard Operating Plan (SOP) • Assist clients to identifying attainable goals and objectives • Maintain an effective Xenex SOP for each client, ensuring their goals and objectives are being appropriately aligned • Provide ideas/solutions for achieving SOP goals if they are not being met • Monitor performance through regular review of utilization • Define and execute client quarterly plans based on the SOP • Create and review Monthly/Quarterly/Annual reports and review same with client, to include management- and executive-level personnel • Maintain frequent contact with clients through face-to-face interactions • Implement add-on robots for existing clients, which includes delivering training (to train-the-trainer candidates and end users) and providing support to incorporate expansion of program within existing and new client sites. • Deliver oral and written presentations to clients, as appropriate • Conduct periodic hospital/unit wide needs assessment and identify skills or knowledge gaps that need to be addressed • Create/manage device problem cases and escalate when necessary • Acquire data related to infection outcomes and HCAHPS scores from clients • Identify add-on opportunities and implement add-on devices • Develop and maintain strong relationships with accounts to ensure high client satisfaction and program effectiveness • Participate in public relations activities designed to support client relationships and program support, enhance corporate identity and expand market potential • Deal with problems independently and bring innovative ideas to complex situations • Identify, manage, mitigate and escalate issues(s) • Build strong relationships at all levels with those internal and external to the organization.
REQUIRED QUALIFICATIONS: • Bachelor’s Degree - Healthcare or Science degree strongly preferred, not required • 3 or more years working within or providing third-party consultative support in a hospital setting • 3 or more years of account management or equivalent experience • Experience with cooperative conflict resolution and exceptional client service • Proven ability to provide consultative support services • Self-motivated with ability to work independently • Strong persuasive and conflict-management skills • Project management skills, with the ability to manage multiple projects simultaneously without compromising quality • Ability to communicate effectively with all levels of an organization. ◦ Verbal: explaining, questioning, exploring and listening ◦ Written: presenting information and communicating usage, trends and technical instructions to audiences at all levels. ◦ Meetings and Presentations: preparing and delivering at the right level of detail for each audience and deliver with a communicative, professional and engaging style ◦ Training: proven ability to complete full training cycle (assess needs, plan, develop, coordinate, monitor and evaluate)
• Must be flexible and able to adapt quickly and confidently to rapidly changing roles, objectives and priorities • Strong analytical skills with advanced skill-set in Excel • Understanding of infection control issues and methods is preferred • Some overnight travel is required - up to 25%
Xenex is an Equal Opportunity Employer. It is our policy to fill vacant positions with qualified candidates without regard to race, color, sex, religion, national origin, age, disability, sexual orientation and genetic information assuming an individual can perform the essential functions of the job with or without accommodation. Reasonable accommodations may be made to enable individual with disabilities to perform the essential functions.