Customer Success Partner(South)

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections,  where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters.

The Position

Role Purpose

●            Big picture: how this role contribute to patient outcomes, healthcare & Roche

●            Reporting into Customer Success Lead, Customer Success Partner, Southern Taiwan is accountable for delivering excellent customer experience among clinical laboratories and business results in your designated territory in Southern Taiwan. You will take the lead in account sales strategy and the execution of product portfolio (including but not limited to core lab - clinical chemistry, immunology and lab automation, molecular lab and sequencing portfolio) by working closely with various internal and external stakeholders. You will deploy key account management, distributor management and innovative customer engagement strategies to retain existing Roche sites and acquire new sites.

Role scope:

Delivers Excellent Customer Experiences and Business Results

●         Execute effective sales strategies and initiatives in order to achieve or exceed sales and profitability targets within your assigned area.

●         Build long-term value-based relationships through continuously uncovering customers’ changing needs, improving customer experience, anticipating new opportunities for their business in the future, and adding values through creative solutions / products

●         Build credibility with customers and other stakeholders at different levels through demonstrating business acumen and professional expertise, confidence, and effective communication

●         Identify and develop business opportunities within the area of responsibility and collaborate across teams to ensure attainment.

●         Implement a sales management process to assist the team in identifying and prioritizing customers and prospects

●         Partner with the customer and work closely with different functional groups to proactively address customer needs and provide continuous service improvements to achieve excellent customer satisfaction.

●         Plan the entire sales journey and adapt selling strategies / tactics to customers’ stages and styles of adoption

Key Account Management (in selected accounts)

●         Defines framework to Analyze, Plan and Govern Key Accounts in a structured way.

●         Creates actionable strategies in collaboration with internal and external stakeholders.

●         Improves Relationships with Key Stakeholders to identify growth possibilities to upsell and cross sell.

●         Positively impacts Opportunity conversion and forecasting.

Distributor Management

●         Develop and maintain a strong collaborative relationship with distributors to identify and capture new opportunities, maintain and expand customer base, and drive business growth.

●         Achieve financial targets related to distribution management programs.

Conduct business in full compliance to Behaviour in Business and Behaviour in Competition

Requirements:

Qualifications: Good Compliance track record. No material Compliance violation is identified in the past 5 years

Education:Minimum:

●         Bachelor’s Degree in Medical Technology, Biochemistry or equivalent

Working Experience:

●         Experience with strategic implementation and optimization of complex sales processes, preferably in a hospital or laboratory environment.

●         Extensive market knowledge with at least 3 years’ commercial experience

●         Extensive experience in distributor management, key account management, and commercial excellence.

●         Excellent oral and written communication skills including making impactful presentations, spreadsheets and proposals.

●         Demonstrated leadership experience with proven skills in sales team leadership, motivation and empathy.

●         Demonstrated strength in agile working principles and methodologies.

●         Ideally have experience of successfully working in a matrix environment.

●         Experience with Miller Heiman green/blue and gold sheet methodology is preferred for this position.

Skills & Knowledge:

●         Good knowledge of Compliance requirements and clear understanding of high standards of Integrity

●         Native Mandarin and Intermediate English (written and verbal)

Competencies:

●         Being Collaborative

●         Winning Spirit

●         Being Innovative

●         Effective communication skills

●         Selling and negotiation skills

●         Customer-focused

●         Planning and Execution skills

●         Adaptive to change

●         Good interpersonal skills

●         Creative problem-solving Skills

●         Self-Initiative and Proactive

Others (i.e. Travel Requirement):

Own  car and drive-self  to get the job done (company provides car allowance)

Who we are

A healthier future drives us to innovate. Together, more than 100’000 employees across the globe are dedicated to advance science, ensuring everyone has access to healthcare today and for generations to come. Our efforts result in more than 26 million people treated with our medicines and over 30 billion tests conducted using our Diagnostics products. We empower each other to explore new possibilities, foster creativity, and keep our ambitions high, so we can deliver life-changing healthcare solutions that make a global impact.

Let’s build a healthier future, together.

Roche is an Equal Opportunity Employer.