Document Type: Job description

Position Title: Client Relationship Manager

Reports To: Vice President, Business Development

Company Overview:

At RS&A, our business is to deliver the most responsive, professional service in the oncology industry so that our clients can provide quality treatment when it’s needed most. We evaluate quality in terms of attitude, experience, and results. Our standards continually evolve, driving us to surpass others’ expectations, as well as our own.

What does "Patient Focused. Quality Driven.” mean to us? Simply put, if we always consider the patient’s experience first and foremost, then the quality of our service will be exceptional.

We offer maintenance, parts, and equipment life cycle services to the oncology industry. Getting the job done right is about working side-by-side with our clients. It's about understanding what makes each facility and each community unique. It's about solving the right problem in the right way the first time. And it's about doing it all with integrity, tenacity, and a genuine passion for our mission.

This is our legacy – this is how we leave our fingerprints on an industry. We are a team of incredible people doing incredibly unrecognizable acts to make a difference in people’s lives.

Functional Description:

The Business Development team is responsible for…
● Establishing and maintaining name brand recognition within their territory
● Leading market research and competitive analysis activities
● Driving sales in support of growth objectives
● Supporting employee engagement and culture development activities
● Creating strategic partnerships throughout the oncology industry
● Identifying new marketing opportunities / revenue lines

This role provides strategic account development for large account stakeholder relationships in multiple (or one) engagements with a typical size >/= $1M in annual revenue. The mission for this role is to prepare and track long-term and short-term goals in alignment with RSA strategy while ensuring business revenue, GM growth and customer satisfaction. This requires someone who possesses a high level of professionalism, ethics, empathy, communication and interpersonal skills.

Scope of Outcomes:

The core responsibilities for this position include:
● Relationship Management o Enable quick wins for RSA by leveraging assets and teams within RSA, with a focus on customer satisfaction/success. o Partner with the client to solve customer problems through establishing Unique
Value Propositions where only RSA can provide a “true” solution to customer business problems. o Oversee relationships with GPOs (Group Purchasing Organization) and MSOs
(Managed Service Organization) that collaborate with RSA; includes any reporting requirements. o Collaborate with Business Development (BD) team on opportunities, especially where GPO / MSO engagement creates a strategic advantage. o Be active and systematic in supporting strategic accounts in the pursuit of closing new business and maintaining outstanding relationships o Analyze and deliver service performance reporting using Quarterly Business
Reviews (QBR). o Educate clients about new RSA offerings, upsells, and cross-sells. o Meet agreed upon sales targets (listed below) and other KPIs as listed, primarily focused on service contracts and developing and maintaining “trusted advisor ” status with strategic accounts. o Prepare long-term and short-term goals and objectives (account plans) for accounts in collaboration with decision makers at the account. o Present reports on account progress, quotas and goals to RSA VP of Business
Development. o Responsible for accurate forecasting (+/- 5%) monthly. o Support contract / proposal development and presentation needs as requested. o Works closely with Service Engineers to: 1) gather market and account intelligence; 2) build rapport; and 3) gain knowledge regarding the linac technology that RSA is known for and focused on.

● Market Intelligence o Collaborate with the RSA Marketing team to know the Americas (North, Central,
South) market better than our competitors. o Oversee implementation of our Client Engagement Model (CEM), connecting all
RSA functions in the delivery of goods and services. o Support development of the “next big thing” in RS&A’s service offerings. o Develop and foster relationships throughout the industry to where RSA is “front of mind”.

● Technology o Leverage our technology to enable efficient, consistent, and high-quality operations. o Utilize Salesforce to document, manage, and report on BD activities.

Key Performance Indicators (KPI) for CRMs at RSA

• Sales Targets – 70% close rate
• Team alignment as per Performance Reviews by the RSA VP of Business Development – 10%
• Achieve minimum territory new business revenue goals
• Maintain existing contracts through renewals within <3% attrition

Job Requirements:

The candidate must possess:
● A bachelor’s degree or equivalent work experience; 1+ years of sales / marketing experience preferred; experience within RadOnc or a patient care environment appreciated

● Proficient in Excel, PowerPoint, and Word (or equivalent); experience with Salesforce.

Competencies:

Goal Orientation – Possesses work ethic, focus and goal orientation; takes pride in consistently meeting or exceeding quota and leverages personal income attainment to measure personal success; remains focused on the goal and is not easily discouraged or distracted; follows up on others’ commitments to drive expected outcomes; thrives in a dynamic, clinical oncology environment.

Resilience – Shows the capacity to work rapidly and efficiently; is tireless, active, and exhibits a predisposition to work at a rapid tempo; stays on task despite setbacks or distractions; remains undaunted in the face of rejection or failure and strives to convert “no’s” to “yes’s”; is unwilling to allow personal preferences to dictate his/her level of commitment to a task or set of objectives; bounces back from losses with a tougher mind-set.

Competitiveness – Driven to win; has the ability to successfully channel a competitive spirit into winning business tactics; thrives when challenged to succeed; avoids backing away from potential failure at all costs; competes with self as readily as against others.

Focus – Uses his/her time to produce tangible results; judges effectiveness by the quantity of what has been accomplished in a given time frame; is focused on attaining near term results (call volume, number of contacts, quality of contacts) that lead to attainment of quota; derives personal satisfaction (and worth) from accomplishing his/her KPI and ultimate outcomes.

Persuasiveness – Able to ensure agreement or acceptance of an idea, plan or activity; determines and addresses relevant benefits important to the individual for personal wins; builds personal trust and empathy with the individual, securing their commitment by aligning with the individual’s personally perceived gains.

Networks – Takes a proactive approach to business interactions; will expand contacts consistently; builds a “web of influence” in each clinical setting, identifying all buying personas in target accounts and knowing the “personal wins or gains” of each buying influence; positions RSA differentiators (such as
Engineer to linac Ratios) to align with decision criteria of each influence.

Answers Objections – Probes and resolves concerns preventing a commercial decision in a step-wise fashion; creates an atmosphere that promotes listening, probing, clarification, and resolution of client concerns; remains objective and unemotional, and focused on removing obstacles to the sale; believes strongly in the benefits the RSA’s solutions provides to its’ clients.

Closing – Reinforces the decision to engage with RSA in a service and/or equipment contract with a series of logical reasons that support the sale; moves to a decision by developing a “closing plan”, setting an objective for each call and gaining agreement at each of the milestones in the process; keeps the sales process from stalling by taking control and focusing the client on the incremental steps leading to a buying decision.

Empathy – Shows and fosters respect and appreciation for a variety of backgrounds, cultures, values and perspectives; seeks to understand the views of others; is comfortable accepting that others may not share his/her personal values; prefers to cooperate in working on mutual goals rather than to judge or criticize those who see things differently.

Relating – Seeks to provide an appropriate solution by understanding what the client contact, especially in a clinical oncology setting, is trying to accomplish; spends time understanding what the client organization is trying to fix, accomplish or avoid; adapts the sales approach and the solution recommendation to balance the client expectations and the needs of the RSA.

Trustworthiness – builds personal trust and empathy with the client; strives to build client relationships and foster long-term loyalty with enthusiastic, proactive contact; persists to demonstrate a commitment to nurture and sustain a business relationship based on trust; is seen as authentic and genuine by the client in every interaction; delivers industry insights to the client to educate and position key influencers as knowledgeable in the clinical oncology space.

Learning Agility – Routinely and proactively gathers information and knowledge from credible sources, especially Service Engineers, in order to build expertise and value to the client; exhibits the ability and willingness to learn from experience and then apply that learning to perform successfully in new.

situations; thrives on complex problems and challenges; delivers better performance ( quickly) as new skills are learned and applied.

Curiosity – Not afraid to tell a client – “I don’t know the answer but will get back to you” – researches own answers to own questions and/or asks others at RSA for help to get answers to questions; leverages innate curiosity to use open-ended questions to understand the “need behind the need” and why customers want what they want or do what they do.

Independence – Is self-directed and able to work without supervision. Sets own goals that exceed goals set by the RSA and consistently measures self against achievement of personal goals. Self-coaches – brings questions and potential, viable solutions to manager when faced with a work-related dilemma.
Answers own questions consistently through research and collaboration with peers and cross- functionally. Quickly becomes self-sufficient in the CRM role.

Benefits:

RS&A’s offers the following benefits as part of its Total Rewards program:
● A leveraged compensation plan with un-capped commissions.
● Excellent opportunity for development and advancement – 1, 3, and 5-plus year path
● Medical, dental, vision, disability, and 401k retirement plan benefits
● Phone allowance program, IT / computer program, profit sharing program
● Paid company holidays and time off

Job Type: Full-time

Benefits:

• 401(k)
• Cell phone reimbursement
• Dental insurance
• Health insurance
• Vision insurance

Experience level:

• 5 years

Schedule:

• Monday to Friday

Travel requirement:

• Up to 25% travel

Ability to commute/relocate:

• Seattle, WA: Reliably commute or planning to relocate before starting work (Required)

Work Location: In person

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