Healthcare Account Specialist

Description:

Demonstrates and sells dealer-represented products and services at client sites (Enterprise Accounts) and from the showroom as required. Responsible for the achievement of quarterly and annual sales goals for volume and margins, and the development of new business while ensuring the highest level of customer satisfaction.

This role has a specific sales focus on Enterprise accounts located in Oregon and Southwest Washington.

Requirements: Core Responsibilities

• Defend and Grow assigned accounts
• Client Research and Strategy
• GP% and GP$ Attainment
• Forecast Accuracy
• Sell PacificWRO’s Complete Product and Service Portfolio

General Responsibilities

Accountability for Customer Success

• Owns (within each team) all areas of responsibility for the successful installation and completion of every job, to the absolute satisfaction of all our customers.
• Attends necessary Healthcare market segment related strategy meetings.
• Develops and maintains a sales strategy for all principal target accounts (using Opportunity Plan/Research Plan). Develops and implements a market plan for all assigned accounts. Provides prompt and effective follow-up of leads and new prospects.
• Creates and maintains strong relationships with clients, prospective clients, vendors, and referral sources to increase customer satisfaction and generate referral business.
• Understands the client’s value drivers, identifies economic drivers, owns project narrative, educates client and provides alternatives, is comfortable discussing money, and can exert appropriate pressure when necessary.
• Assumes ownership of entire sales process, from initial client contact through final punch list. Works with other team members to complete various phases of the design, specification, order placement, and installation.
• Conducts Executive Audits/QBRs with top clients.

MillerKnoll + Key Vendor Expertise

• Leads with Insight, acts as MillerKnoll Healthcare “champion” by being proficient in the value proposition of MillerKnoll clinical solutions. Contributes to winning sales by supporting team members and customers with this unique knowledge.
• Maintains an up-to-date understanding of the marketing tools and programs available from MillerKnoll and other major vendors. Proficient in and can present a holistic solution of PacificWRO’s product and service portfolio.
• Achieves Level 4 status in MillerKnoll’s Dealer Learning Portal on Omni.

Customer Advocate within PacificWRO

• Promotes and sells design, installation, project management, and other PacificWRO products and services. In the absence of a design contract, takes a greater responsibility to assist in the planning and specification of all aspects of sales projects. In the absence of the sale of project management services, takes a greater responsibility to assist in the project management of all aspects of sales projects and provides timely follow-up on all details.
• Conducts presentations, demonstrations, and tours at various points in the sales cycle, ensuring thorough client knowledge of the product and functional design elements.
• Responsible for fabric finishes and discounting on all final proposals submitted to clients.
• Within guidelines for margins, develops accurate price quotations. Secures dealer-held agreements with major clients as required. Maintains relationship with appropriate client contacts to ensure renewal and updates to existing dealer-held agreements.
• Works with the Accounting Department to provide prompt and courteous follow-up and investigations of delinquent accounts as necessary.
• Performs other duties as assigned.

Consultative Expert within the Enterprise Market Segment

• Develops and participates in lead groups, attends business development functions, cold calls, cultivates business influencer relationships, and connects with prospective clients.
• Maintains a current working knowledge of developments in the industry and related products, applications, and design concepts.
• Consistently devotes time to personal and professional development through a variety of continuing education sources and appropriate business and professional associations.

Expected Goals and Objectives

Sales Milestones Achieved: 3-year average of $4 million in volume.

Prospecting: Proactively contacts at least 1 new target customer/prospect per week.

Engagement with End-Users: 5 meetings per week with end-user customer contacts.

Engagement with Influencers: 1 meeting per week with customer influencers (A&D, Commercial Real Estate, PM, GC's, etc.).

Networking: Seeks out and attends industry meetings, events, and other opportunities to build network and relationships. 2 meetings/events per month.

Forecasting: Meets monthly with Sales Leadership to review forecast. Updates forecast in CRM weekly. Achieves at least 80% forecast accuracy. Maintains forecast pipeline =< 1.5X annual goal.

Account Planning: Completes an Opportunity Plan reviewed with Sales Leadership Team and MillerKnoll Team for opportunities over $250k.

Continuing Education/Development: Attends MillerKnoll or other continuing education online, in the field, at PacificWRO offices, or MillerKnoll Corporate at least monthly.

Experience Requirements

The Enterprise Account Specialist must have proven sales experience and must operate effectively in a value-driven culture. They will be a “roll your sleeves up” team member who can build internal and external relationships to effectively defend and grow business in key existing accounts.

General Requirements

• High School diploma or GED required. Bachelor's degree (B.A.) from four-year college or university preferred.
• 3-5 years progressive work experience at an office furniture dealership preferred. (Other commercial interiors experience will be considered)
• Proven sales and target marketing experience that has exceeded expectations.
• Familiarity with basics of project management is essential.
• Demonstrated ability to logistically plan all phases of the project cycle is essential.
• Strong understanding of the buying cycles and decision-making processes in commercial furnishings industry.
• Experience reviewing customer contracts to fully understand risks and requirements.
• General understanding of furniture systems and electrical/cabling issues, building systems and building codes is essential.
• Deep knowledge of the MillerKnoll product suite, furniture solutions, and workspace design principles is highly preferred.
• Experience in calling on general contractors, PM’s/owner’s reps, and A&D firms.

Leadership and Cultural Requirements

• A strong work ethic and the ability to manage a high volume of work is required.
• Excellent leadership and people management skills.
• Strong negotiation skills, with a proven ability to manage and close large-scale deals.
• Exceptional communication skills, both verbal and written.
• Ability to analyze market trends and data to make informed strategic decisions.
• Proficiency in CRM software, Microsoft Office Suite, CORE, and other sales tools.
• Strong customer service focus and mentality, including solving customer issues.
• Proven organizational and follow-through skills.

Physical Demands of the Role

Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

• The employee is regularly required to talk or hear.
• The employee is frequently required to stand, walk, sit, and use hands to operate a computer keyboard, mouse, and telephone keypad.
• The employee is occasionally required to reach with hands and arms and to stoop, kneel, crouch, or crawl.
• The employee must regularly lift and/or move up to 10 pounds, frequently lift and/or move up to 25 pounds, and occasionally lift and/or move up to 50 pounds.
• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus.