Clinical Education Specialist

Department:
Clinical Education
Job Type:
Full Time
Location:
Remote, home office, within Europe/UK
Date Posted
December 29, 2022

The primary focus of a Clinical Education Specialist is customer acquisition and retention. A CES should know the ins and outs of the customer space. This role demands the CES to build a strong rapport with the customers and effectively communicate with the internal teams. By showing customers how to utilize our physical and software products to meet their business needs, we will build relationships that strengthen and support the health of our company.

Travel: 50% to 75%

NeoLight is a medical device company that markets empathy driven, best in class solutions for treating correctable and preventable conditions in the newborn care market. We are looking for a dynamic, motivated, and confident professional with a passion for neonatal care to join our growing team. This person will support our international sales team with pre- and post-sale clinical support, covering our range of innovative neonatal focused products. These include ophthalmic imaging systems used in identifying retinopathy of prematurity (ROP), high intensity phototherapy products for jaundice management as well as music therapy infant soothing systems.

The primary focus of a Clinical Education Specialist is customer acquisition and retention. A CES should know the ins and outs of the customer space. This role demands the CES to build a strong rapport with the customers and effectively communicate with the internal teams.  By showing customers how to utilize our physical and software products to meet their business needs, we will build relationships that strengthen and support the health of our company.

Clinical Specialist Duties and Responsibilities

  • Sound Knowledge of Product and Use Case Support
  • Leverage comprehensive understanding of physical product and software solutions to provide relevant adoption and recommendations customized to customers' business needs
  • Partner with the Distribution Partners and NeoLight Sales Teams (where applicable) to serve as a Clinical Advisor for targeted accounts
  • Serve as customer advocate while effectively collaborating with internal, cross-functional teams including product management, customer support, sales, engineering, and finance
  • Provide customer challenges to product teams as inputs for product enhancement or new products
  • Stay up to date on our promotional products and those of competitors

Understand Process of Renewals and Customer Retention

  • Develop and maintain positive client relationships at all levels with existing distributors and end users  
  • Client relationship management
  • Meet and / or exceed quarterly objectives: Retain existing customers while increasing usage levels. This is achieved through continued education, entrenchment, and penetration of various contact levels within a customer organization
  • Maintain consistent and effective pro-active communication with customers and internal, cross-functional teams
  • Develop and execute account and portfolio level strategies that support key business metrics including client retention, revenue growth and profitability
  • Lead ongoing strategic customer trainings to communicate best practices, successes, and business results; facilitate quarterly business reviews & executive meetings

Customer Onboarding and Adoption Implementation

  • Work with the customers to ensure they are leveraging their NeoLight solutions and achieving success and engaging resources as necessary
  • Monitor and identify trends in adoption and utilization and provide guidance to customers as part of annual Success Review
  • Partner with clients during the program’s launch
  • Organize the interdepartmental activities ensuring completion of the implementation and maintain on-going growth and customer base development opportunities
  • Analysis of customer performance metrics to deliver consultative business reviews which result in strategic recommendations, best practices, and process improvements to ensure that they derive maximum value from their investment

Establish and Grow Key Opinion Leader Relationships

  • Participate in field marketing events within region
  • Frequent interaction with clients including Directors, VPs, and C-level executives within the distribution partner network
  • Successfully maintain extensive interaction with various members of cross-functional teams to ensure focus of services and solutions
  • Become a trusted advisor with clients by deeply understanding their business and aligning their needs to our solutions
  • Work with our marketing and communications team to create regular customer communications

Requirements:

  • Bachelor’s degree
  • Work experience in one of the following fields is preferred:
  • Neonatal nursing
  • Ophthalmology screening – ROP, NAHT preferred
  • Clinical support position in similar neonatal focused commercial organization
  • Willingness and ability to travel internationally – including international economy air travel, carrying luggage, managing airport connections, hotel stays and in-country travel via taxi, train, or car
  • Manage own travel arrangements and run a functional, suitable home office
  • Fully literate in English (written and spoken) and one additional language (preferred)
  • Excellent PC skills – including creation of presentations, spreadsheets, and Word documents
  • Confidence presenting in a group environment
  • Driver’s license
  • Ability to stand for extended periods and to move through hospitals and buildings to meet customers and conduct face-to-face presentations
  • Ability to carry and setup/repack boxed/crated demonstration equipment and training material
  • Acceptance of flexible working hours to account for varying time zones and travel requirements  
  • An outgoing, ethical, and passionate candidate with an analytical mind who is empathetic to the needs of the patients we serve and is fully dedicated to improving their lives.

Let's work together!

If you are interested in this opportunity, please submit your resume and contact information here. Feel free to let us know why you are interested in this position.

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