Zoetis
Practice Development Account Manager
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Maternity Cover for 6 months
Job Purpose
This role is responsible for the rapid and successful implementation, long-term adoption, and retention of Virtual Recall solutions within our customers' businesses. Your primary purpose is to have an in-depth understanding of your customers' needs and to build long term, strategic business relationships, identifying ways in which our Virtual Recall solutions can strengthen the Zoetis value proposition and help our customers achieve mutually beneficial goals.
This role is responsible for ensuring that your customers receive the tools and support needed to achieve their goals with Virtual Recall. You will be involved in securing new business, onboarding, optimisation, demonstrating ROI, retention, and increasing utilisation of and engagement with products across our portfolio.
This role contributes to the overall success of Zoetis by delivering (but not limited to) growth & retention targets. This is a dynamic role which is likely to evolve, offering opportunities for growth and development.
Core Responsibilities
Planning
- Maintain high level of expertise with our evolving portfolio of products, services, pricing, competition, market and industry trends.
- Develop and maintain account plans in collaboration with Account Managers (AM), Area Business Managers (ABM), Zoetis Veterinary Consultants (ZVC) and other colleagues.
- Take responsibility for identifying, quantifying, qualifying, tracking, and evaluating Veterinary Practice (individual account) performance on territory.
- Ensure customer information and call reports are continuously updated through CRM system.
- Align activities and account plans to marketing programmes and management direction in line with the Solution Selling model and customer needs.
- Analyse and interpret actual and potential territory/customer sales and growth opportunities to support delivery of sales targets.
Relationships
- Develop mutually beneficial and productive long-term partnerships with our customers based on high quality interactions and exceptional provision of service.
- Gain a comprehensive understanding of the key drivers of success in your accounts and use this knowledge to provide advice on how our solutions can meet their specific business challenges.
- Manage a portfolio of accounts and deliver regular account reviews in order to achieve positive changes to the customers' understanding and use of our portfolio of services and products and to evidence return on investment and impact.
- Maintain strong relationships through consistent and meaningful interactions to prevent potential churn, identifying at-risk customers and implementing strategies to ensure retention.
- Implement bespoke customer solutions utilising all available resources including but not limited to products, training and value add services.
- Work with AMs, ZVCs and ABMs to identify and report opportunities for Virtual Recall and Zoetis in existing accounts (in order to maximise their profitability) as well as new opportunities.
- Contribute to the success of your team by sharing best practice with colleagues and proactively introducing ideas.
- Promote a culture of respect, trust, and cooperation within the team, maintaining open and clear communication to ensure alignment and understanding.
Call activity
- Deliver call activity in accordance with agreed KPIs to achieve the required coverage and frequency with identified target customers.
- Provide clinics with guidance, instruction, and training on our Virtual Recall services to increase productivity and performance through formal and informal presentations, lunch and learns, CPD events, trade shows etc.
- Develop in-practice Virtual Recall champions to be the resident expert as a main point of contact.
- Ensure clear and specific objectives exist for each individual call, which are where possible pre-planned and proactive.
- Deliver relevant strategic plans, marketing messages, product information and programmes consistent with management direction in line with the Solution Selling model.
- Accurately record call activity in the CRM system, in line with company guidance and KPIs.
- Ensure clear and timely follow up plan is in place and actioned.
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Compliance
- Maintain high standards of business conduct and compliance, adhering particularly to Pharmacovigilance Policy, Global vet Policy, Zoetis values, travel & expenses policy and local codes of practise.
- Attain AMTRA qualification (if not already achieved) within three years of employment with Zoetis.
- Maintain accurate business records including CRM and communicate effectively with the PDAM Lead and other stakeholders.
- Manage customer support budget with tight control to avoid inappropriate overspends.
Key Skills
Capability in, or potential to develop:
- Customer centric focus: Demonstrates a commitment to helping customers achieve success by actively listening to their needs and providing tailored solutions.
- Effective communication: Clearly conveys technical information and ROI/value to technical and non-technical users in person and/or remotely.
- Proactive problem-solving: Identifies and addresses customer challenges promptly, using logical reasoning and available resources to find effective solutions.
- Collaborative teamwork: Works seamlessly with colleagues across the business, contributing to joint projects and supporting colleagues in achieving common goals.
- Efficient time management: Manages multiple customer accounts and tasks by prioritizing activities, setting deadlines, and maintaining organized records.
- Negotiation skills: Successfully negotiates terms with customers, achieving mutually beneficial agreements and ensuring customer satisfaction.
- Presentation skills: Delivers informative and engaging presentations and training sessions, adapting content to meet the audience's needs.
- Data Analysis: Analyses customer data to extract actionable insights, using these findings to develop and implement strategies that drive customer success.
- Positive Mindset: Demonstrates a consistently positive attitude, strong drive, and resilience in the face of challenges, maintaining motivation and focus to achieve goals and overcome obstacles.
Behaviours
Our Colleagues make the difference
- Keep your selling skills sharp. Learn, train, and retrain
- Be an expert on your solutions - know them inside and out, and continue to learn
- Use the experience from setbacks and failure to drive your future success
Always do the right thing
- Sell what you know your customers need; what you know will work for them
- Help build the reputation of our brand by understanding and supporting the things that we stand for
Customer obsessed
- Know your customers. Know more than just their names, know their business
- Establish effective and lasting relationships with customers that build loyalty to our brand
Run it like you own it
- Ground all account plans in commercially sound thinking
- Deliver on your commitments to customers and colleagues. Do what you say you'll do - and quicker and better
We are one Zoetis
- Give the team timely information and support that helps them to deliver their role
- Know what's going on around the business and talk about it to your customers
- Communicate across roles, across regions, across species
Training and Qualifications
Current passport and valid driving licence
IT literate. Able to use standard business software and communication tools
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Experience
Experience in role dealing directly with customers
Experience in a customer focused industry
Experience in enabling B2B technology preferred
Experience in customer engagement preferred
Professional experiences gained in industries or sectors outside of Animal & Human Health are welcomed
Travel Requirement
High frequency of travel within designated territory and UK. Drivers Licence required
Desired Skills and Experience
Skills
Capability in, or potential to develop:
- Customer centric focus: Demonstrates a commitment to helping customers achieve success by actively listening to their needs and providing tailored solutions.
- Effective communication: Clearly conveys technical information and ROI/value to technical and non-technical users in person and/or remotely.
- Proactive problem-solving: Identifies and addresses customer challenges promptly, using logical reasoning and available resources to find effective solutions.
- Collaborative teamwork: Works seamlessly with colleagues across the business, contributing to joint projects and supporting colleagues in achieving common goals.
- Efficient time management: Manages multiple customer accounts and tasks by prioritizing activities, setting deadlines, and maintaining organized records.
- Negotiation skills: Successfully negotiates terms with customers, achieving mutually beneficial agreements and ensuring customer satisfaction.
- Presentation skills: Delivers informative and engaging presentations and training sessions, adapting content to meet the audience's needs.
- Data Analysis: Analyses customer data to extract actionable insights, using these findings to develop and implement strategies that drive customer success.
- Positive Mindset: Demonstrates a consistently positive attitude, strong drive, and resilience in the face of challenges, maintaining motivation and focus to achieve goals and overcome obstacles.
Experience
- Experience in role dealing directly with customers
- Experience in a customer focused industry
- Experience in enabling B2B technology preferred
- Experience in customer engagement preferred
- Professional experiences gained in industries or sectors outside of Animal & Human Health are welcomed
About Zoetis
At Zoetis, our purpose is to nurture the world and humankind by advancing care for animals. As a Fortune 500 company and the world leader in animal health, we discover, develop, manufacture and commercialize vaccines, medicines, diagnostics and other technologies for companion animals and livestock. We know our people drive our success. Our award-winning culture, built around our Core Beliefs, focuses on our colleagues' careers, connection and support. We offer competitive healthcare and retirement savings benefits, along with an array of benefits, policies and programs to support employee well-being in every sense, from health and financial wellness to family and lifestyle resources.
Notice
Zoetis Recruiters will contact candidates via email from an address ending in @zoetis.com and may also initially connect with candidates through LinkedIn, including LinkedIn InMail. Zoetis does not use Gmail, Outlook, Yahoo, or other web-based/generic email domains to communicate about job opportunities, interviews, or offers of employment. If you receive a recruitment-related email message claiming to be from Zoetis that does not come from @zoetis.com, please treat it as suspicious. For your security, do not reply, click links, open attachments, share personal or financial information, or send money in response to unexpected or questionable recruitment communications.
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