Give hope. Give health. Make your mark in the fight against cancer.
At Accuray, we make a direct and powerful impact on the lives of cancer patients every day — helping them live longer, better lives. But our commitment to innovation offers a truly unique opportunity: the chance to change the fight against cancer — helping to develop, introduce and support new treatment delivery systems and software that will give new hope and new health to cancer patients and cancer survivors around the world.
Accuray develops, manufactures and sells radiotherapy systems for alternative cancer treatments. Our radiation therapy for cancer makes treatment shorter, safer, personalized and more effective, ultimately enabling patients to live longer, better lives.
Job Description
The Customer Experience Director role is responsible for managing the company's relationships with its existing customers throughout the ownership Lifecyle of our products. The Customer Experience Director will provide the Accuray Install Base (IB) accounts with individualized service, resources, strategic input and partnership to ensure maximum utilization & ROI of technology. In this position, the Customer Experience Director will support our customers to expand clinical capabilities, treatment indications, increase referring physician volume, drive patient/consumer awareness and demand of technology and expand geographic catchment areas.
The Customer Experience Director will work closely with the Accuray Customer Team to form strategic partnerships with IB accounts through a consultative and programmatic approach, post-sale/install. They will identify and present program growth opportunities to the IB that will establish differentiation of technology in the market and ultimately drive the need and desire for machine upgrades and new sales. Tasks could involve strategic planning, customer support, coordination of clinical education events and marketing initiatives.
Essential Duties and Responsibilities:
Operates as a program support resource and key point of contact for assigned installed base customers
Develops and maintains long-term relationships with accounts, providing support to customer in areas including but not limited to: Program growth, referral marketing resources, site utilization trend reports, sharing market insights, quarterly business reviews, clinical adoption support, identification of potential collaborative partner accounts
Communicates client needs and demands to appropriate teams within Accuray to support customer success
Manage projects within client relationships, working to carry out client goals while meeting company goals
Keep records of client transactions in Salesforce (SFDC)
Provide strategic recommendations to IB sites and assist IB in developing growth plans that will increase referral volume, consumer awareness and machine utilization
Proactively provide new data, case studies, and collaterals that will support IB customer program success; provide talking points/messaging to physician-facing sales/BD staff
Engage in regular communication and collaboration with sales, marketing, and patient access teams and field service engineers
Continually expand clinical acumen and stay up-to-date on industry news and trends by participating in industry conferences, establishing sources of industry updates, training on technology and disease-site specific data
Required Qualifications:
Bachelor’s degree
5+ years of Account Management or Practice Development Experience
Ability to travel at least 50% of the time
Client-focused solutions experience
Motivated, desire to learn and educate themselves on the market, products and competition
Leverages relationships to further business objectives and uncover new business opportunities
Project management and excellent time management skills
Effective listening and communication skills
Proven track record of meeting and exceeding sales plans
Highly experienced in network/referral development for hospitals and physician groups; skilled at influencing key decision makers including physicians and administration
Proven success working collaboratively with internal resources
Ability to manage multiple projects and relationships simultaneously
Consultative selling and negotiation skills
Presentation ability
Be customer focused, drive operational excellence, build trusting relationships, and work with a sense of urgency
To qualify for this position, candidates must be able to furnish proof that they are authorized to work in the country they are applying on a permanent basis without sponsorship.
EEO Statement
At Accuray, our commitment to patient-first outcomes drives an inclusive and collaborative work environment where the best ideas rise to the top — and everyone works to push them further. We value diversity in both the professional and personal backgrounds of our employees, as this variety adds rich energy to every team, every project and every work day. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin – including individuals with disabilities and veterans.
