Posted to MedZilla on 8/21/2017

Touchpoint Solutions

US-PA, Player Coach Account Manager - Exton, PA tou013737-MZ


Position Summary: 

The Player Coach(PC)/Account Manager(AM) is responsible for engaging client s customers in telephone conversations to promote assigned client products and to oversee a team to ensure that they complete assigned projects and meet client needs and performance expectations (approximately 30%).  They will provide coaching and support for assigned team of AM/Inside Sales Representatives (ISRs) by observing discussions and providing feedback.  The PC/AM will develop and maintain relationships with customers and by educating them about product features, benefits, safety profile and approved indications to ensure appropriate patient use. The PC/AM utilizes approved tools for product and program promotion and maintains a competent level of product, program and customer activity knowledge. 


Essential Duties/Responsibilities:

Account Manager Role approximately 70% time allocation:

         Manage daily sales call activity according to defined expectations, with the purpose of influencing customers and increasing product sales.

o    On behalf of Client, promote Client's product(s) via outbound telephone calls by engaging targeted audiences in in-depth program discussions to attain individual, territory and company goals for sales, market share, etc.

o    Respond to inbound calls from veterinarians, animal health professionals and consumers to address their questions regarding product(s), if required by the program.

o    Profile and manage targeted list of customers using client s products and provide value-added benefits to grow product volume.

o    Create and implement business plans to achieve territory and business sales goals.

o    Maintain call productivity and metrics that are required by program.

         Effectively and persuasively communicate with customers using effective selling, listening and negotiation skills, proper terminology and approved messaging.

         Maintain thorough knowledge of client products and programs.

         Verify and complete required data entry in CRM system, such as details of the target s responses and any follow-through actions.

         Listen and respond appropriately to customer needs and questions.

         Communicate with the manager, team members and Touchpoint Client Services on project s progress, as required.

         Create and maintain a positive impression with client and client s customers.

         Prepare reports for management as needed.

         Fully comply with all laws, regulations and Publicis Touchpoint Solutions Policies, Code of Conduct, all privacy and data guidelines and relevant state and federal laws and regulations.

         Participate in teleconference and live (when required) National, regional and district meetings and training sessions and represent client at National and/or local conventions when applicable.

         Perform other duties as assigned.


Player Coach Role approximately 30% time allocation:

         Provide coaching and support for assigned teams by observing discussions and providing feedback.

         Support the teams by managing metric and sales reporting on a regular basis.     

         Provide administrative oversight maintain documentation of team members' attendance, approve time off, schedules, expense reports, etc.

         Monitor teams productivity, workload and outputs ensuring compliance with policies and processes and addressing issues through corrective action process as they arise.

         Assist with the hiring and selection process for backfills and new positions.

         Assist in compliance and Touchpoint training for new employees.

         Conduct cube rides and deliver timely and constructive feedback on quality and content of their calls as per expectations set by the client, using approved Coaching Guide forms.

         Communicate team objectives in ways that promote teamwork and create a strong sense of shared goals among team members.

         Continuously assess teams performance as it pertains to project progress, results and timelines, create, and deliver individual development plans and performance appraisals according to Publicis Touchpoint Solutions performance management policies and standards.


Key Working relationships:

         Work closely with Touchpoint Client Services, Operations and members of Touchpoint home office support team from various departments.

         Maintain a positive working relationship with customers and client contacts.


Education and Experience:

         Bachelor s degree required.

         2-5 years of experience in a customer service and/or sales (contact center, B2B, inside or retail sales environment) required.

         Animal shelter experience preferred.

         Inside sales experience a plus.


Knowledge, Skills and Abilities:

         Excellent verbal, written and interpersonal communication skills.

         Clear, articulate and grammatically sound speech and professional phone manner.

         Strong focus on providing customers with superior support and service.

         Ability to learn, understand and communicate complex information over the telephone.

         Strong rapport building skills and active listening skills.

         Excellent selling, closing, persuasion and presentation skills.

         Ability to display high-levels of initiative, effort and commitment successfully complete projects and assignments.

         Ability to comprehend and communicate complex technical/medical terminology and to maintain the required technical expertise including competitive product knowledge.

         Must be self-motivated and disciplined.

         Good organizational and planning skills, strong attention to detail and accuracy.

         Ability to work independently and as a team member.

         Flexibility and ability to handle multiple tasks simultaneously.

         Must be able to deal with people at all levels inside and outside of the company.

         Demonstrated technical aptitude, good typing skills and working proficiency in Microsoft Word, Excel, and Outlook.

         Must be able to successfully complete client training and meet training expectations in order to proceed to servicing client s customers within the parameters of the program.


Key Performance Competencies:

         Interpersonal Savvy

         Customer Focus

         Business Acumen

         Driving for Results

         Decision Quality

         Dealing with Ambiguity


         Motivating others


Company Overview

Publicis Touchpoint Solutions provides best-in-class commercialization, clinical, and consulting solutions to life sciences and healthcare companies helping them to grow their brands. Touchpoint is a member of the Publicis Healthcare Communications Groupthe largest health-oriented agency network worldwide, and part of Publicis Groupe, the 3rdlargest communications group worldwide and the leader in digital and interactive communication with activities spanning 108 countries on five continents and employing more than 63,000 professionals.


Touchpoint is committed to hiring top talent employees who are passionate about contributing to the overall improvement of healthcare. We consider our people to be our greatest asset and recognize that attracting and retaining top talent is essential to our success. The company seeks to hire employees who are seeking a career destination and Touchpoint is committed to creating an environment where our employees can:


       Do meaningful work and be their best everyday

       Continue to grow and develop their careers through diverse experiences

  Work in an environment that is professionally challenging and personally rewarding

      Be successful and have fun


Touchpoint is a recognized industry leader. For the past seven consecutive years, a member of the company s executive leadership has been recognized as a PharmaVOICE100 (of the most inspiring leaders in the industry). Touchpoint was honored as the Supplier Company of the Year at the 2011 PM360 Trailblazer Awards. Touchpoint s Contact Center was awarded the 2014 Best Outsourced Provider runner-up by the Contact Center and Customer Care Industry Professional Network (CCNG) a cross-industry contact center association and named a 2014 Innovator by PM360 magazine.





Touchpoint Solutions offers competitive compensation, an incentive plan, 401-K benefits, comprehensive benefits package and the opportunity to grow with the nation s leader in healthcare sales. 

If you have a desire to make a difference by contributing to the healthcare field, we want to hear from you. 


We appreciate your interest in our company, however; only qualified candidates will be contacted.

We encourage and support equal employment opportunities for all associates and applicants for employment without regard to sex, race, color, religion, national origin, age, disability, marital status, sexual orientation or veteran status. Employment decisions are evaluated on the basis of an individual's skills, knowledge, abilities, job performance and other qualifications. In addition, Publicis Touchpoint Solutions maintains policies and procedures designed to comply with applicable federal, state and local laws governing non-discrimination in employment in every location in which Publicis Touchpoint Solutions has facilities. EOE Minorities/Females/Protected Veterans/Disabled.

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