Staff Accountant

BrainScope Company, Inc. - Bethesda, MD

30+ days ago
Reports to Vice President, Customer Operations
Full Time position (located regionally, remote work dependent on region assigned)
Competitive salary, variable compensation based on business plan performance, stock option package and strong benefits

Job Description:
Establish, maintain and grow business relationships with customers and serve as the lead point of contact for customer account management matters
Collaborate with the business development team to identify opportunities of growth within existing customer base
Develop business plans and effectively present them in order to facilitate the purchase of products and increase patient volume
Thoroughly understand product line features, benefits and proof sources; develop in-depth clinical knowledge of the anatomy and physiology surrounding Traumatic Brain Injury and Concussion
Forecast and track key account metrics (e.g. health of customer and forecasted reorders)
Keep management informed of the status of accounts, problems, plans and meetings, as well as involvement of cross-functional teams to provide solutions
Maintain awareness and control situations which may lead to the risk of customer attrition
Contribute positively to the customer experience team through communication and sharing

Manage Customer Onboarding and Product Adoption

Establish and oversee customer onboarding, including leading all implementation planning related efforts (including the implementation planning kick-off meeting), workflow planning and updates, developing and communicating best practices, and provider and operator training and education
Schedule and coordinate a portfolio of customer implementations and related projects with the Business Development and Customer Care team
Utilizing the Marketing Toolset, work with customers to co-develop and execute site-specific marketing plans to drive and increase patient volume
Respond to inbound customer inquiries pertaining, but not limited to, deployment, user training, product capabilities, product integration, software upgrades, clinical studies, and enhancement requests
Leverage customer product utilization metrics to target specific customers/operators with appropriate training and collateral including help/FAQ documentation, educational and instructional videos, etc
Develop and execute plans to resolve potential areas of customer dissatisfaction with BrainScope
Manage Strategic Customer Relationships

Develop a deep understanding of the customer’s business, customer needs, and opportunities within existing account base, serving as an advocate for the customer within BrainScope, and for BrainScope to the customer
Develop a trusted advisor relationship with customers, ensuring all activities are closely aligned with the customer’s business strategy
Establish and maintain customer satisfaction through the creation of an account-specific relationship framework inclusive of account plans, proactive and consistent customer communications, quarterly business reviews, account documentation and reporting, active issue remediation, etc
Forecast and track key account metrics, monitor and manage account status, and provide regular reporting to both customers and BrainScope senior management and other internal stakeholders
Maintain involvement with internal cross-functional teams to deliver customers high quality products and solutions
Expand Customer Business Opportunities

Continually nurture the customer relationship and drive revenue growth by account; identifying and pursuing opportunities for customers to broaden and deepen their use of BrainScope through resell/re-orders and expansion into additional sites/locations
Develop and effectively deliver customer-specific business plans to facilitate the purchase of products and increase patient volume
Influence future lifetime value through higher product adoption, customer satisfaction, and overall customer health scores
Collaborate with the Business Development Directors to identify opportunities for growth within existing customer base
Support Business Development Directors in new business growth through greater advocacy and reference-ability in existing customer base; develop Key Opinion Leader (KOL) relationships and a referral network to drive expansion
Position Requirements

Bachelor’s Degree (minimum) in Business Administration, Sales, Life Sciences, Engineering or related area
Minimum 5 years of experience in the field of healthcare consulting, sales, or account management, preferably selling B2B or B2C within the medical device diagnostics space
Ability to travel up to 75% of the time required
Skills & Abilities

A demonstrated mindset for putting the customer first and track record of exceeding customer expectations
Demonstrated ability to develop meaningful relationships and effectively communicate with, present to, and influence key stakeholders at all levels of an organization, including executive and C-level
Proven ability in managing a book of business or multiple customer relationships and customer projects, while maintaining sharp attention to detail
Strong technical acumen and ability to quickly understand BrainScope technology
Organized, self-starter with deep program and project management experience
Strong business acumen, oral and written communication, and presentation skills
Strong negotiation and consultative selling skills
Solid experience with CRM tools and software, email and project management tools, and Microsoft Office (specifically, MS Excel, PowerPoint, and Word)
Ability to drive success by influencing others
Ability to operate effectively in a team-oriented, face-paced environment