Account Manager

About CardioScan

CardioScan is an Australian health innovation brand and MedTech company that has grown to become a Global leader in cardiac monitoring solutions. We provide cardiac data and reporting to primary health practitioners across Australia, New Zealand, the US, the UK, and Asia, through our innovative cloud-based software, Beatbox.

What we do matters, and we strive to make a positive impact on the heart health of many by focusing on quality, accuracy and speed every time. We want to put the right data in the hands of those who need to make the decision, in a time of need.

We are continuing to enhance our Sales and Account Management team and our business with thought leaders and knowledge specialists that will support our next stage of rapid growth. It’s an exciting time to join us!

About the opportunity

We are seeking an experienced Account Manager to manage and develop relationships with CardioScan's new and existing customers. The core focus of the role will be CardioScan’s retail customer base, with support to be provided to CardioScan’s customers more broadly.

Your responsibilities will include addressing customer queries, providing product information, guidance and ensuring customer satisfaction. You will also work to conduct activities to gain sales growth and market share with new and existing customers. Contact with our customers will be primarily through phone and email communication, and occasionally in person at customer sites.

Key responsibilities

Customer communication:

• Conduct outbound and respond to inbound phone calls to address customer queries and provide information on our devices and services.
• Establish and maintain positive relationships with customers, understanding their needs and providing timely solutions.

Product Knowledge:

• Develop a thorough understanding of our hardware and software suite, including features, benefits, and applications.
• Stay updated on industry trends and product advancements to effectively communicate with customers.

Order Processing:

• Provide customers with the training and resources to ensure accuracy in product selection, quantities, and shipping details.
• Collaborate with the finance and logistics teams to facilitate smooth order processing and delivery.

Customer Support:

• Provide ongoing support to customers, addressing any issues or concerns promptly and effectively.
• Work closely with customer service teams to resolve customer queries.

Documentation:

• Maintain accurate and up-to-date customer records, including contact details, interactions, and order history via CardioScan’s internal systems, including, but not limited to Monday.com.
• Generate reports on customer interactions and feedback for continuous improvement.

Training and Onboarding:

• Assist customers in the onboarding process, providing training on hardware and software functionalities.
• Collaborate with the broader sales & account management, clinical, biomedical and IT teams to ensure customers are sufficiently educated ion CardioScan’s products and services.

Pre and post sales support:

• Upon request, provide pre and post sales support to the broader sales & account management team to ensure a smooth and seamless customer onboarding experience
• Provision of administrative support, including management of customer contracts, and other items of relevance

Key skills and deliverables

Customer Relationship Management:

• Establish and maintain relationships: build positive and lasting relationships with customers through regular communication
• Customer retention: retain existing customers by addressing their needs, concerns, and providing exceptional service
• Quality of service: ensure all customers for which you are responsible are using CardioScan’s service to a standard reflective of the quality upon which CardioScan prides itself
• Develop a regular cadence of customer care calls and/or meetings in agreement with your manager

Product Knowledge and Communication:

• Thorough product understanding: develop a comprehensive understanding of our services to effectively communicate features, benefits, and applications to customers
• Accurate information delivery: provide accurate and up-to-date information to customers during phone interactions, ensuring clarity and confidence
• Improve customer experience via software and hardware upgrades, plus associated training

Customer Support and Issue Resolution:

• Timely issue resolution: address customer queries, concerns, and issues promptly and effectively
• Collaboration with support teams: Work closely with customer service teams to resolve customer queries and issues

Customer Satisfaction:

• Customer feedback: collect and analyse customer feedback to gauge satisfaction levels and identify areas for improvement.

About you

• Alignment (professional and personal) with CardioScan’s core values and expected behaviours.
• Communication skills – clear and concise verbal communication is essential for understanding customer needs and delivering information accurately.
• Customer-centric approach – a genuine understanding and consideration of customers perspectives and needs, with a commitment to delivering exceptional customer service.
• Adaptability – the ability to adapt to various customer personalities, situations, and evolving business needs.
• Problem-solving skills – the capability to analyse customer inquiries, identify issues, and propose effective solutions in a timely manner.
• Time management – efficient organisation of tasks and responsibilities to meet deadlines, handle multiple customer interactions, and maintain accurate records.
• Initiative – a proactive attitude to anticipate customer needs, address potential issues, and contribute positively to the overall success of the role.
• Team collaboration – the ability to work effectively within a team, collaborating with internal departments, such as sales and logistics, to ensure a seamless customer experience.
• Attention to detail – attention to detail in order processing, record-keeping, and communication to ensure precision and avoid errors.
• Professional confidence – a confident demeanour in presenting information about our services and addressing customer inquiries, fostering trust.
• Integrity – adherence to ethical standards and conduct in all customer interactions, maintaining trust and credibility.
• Compliance – a commitment to complying with company policies and procedures in all aspects of the role.

Qualifications

• Degree, Diploma or equivalent; additional education or certifications in a relevant field is a plus.
• Excellent verbal communication skills, with a customer-centric approach.
• Basic knowledge of the healthcare industry / medical devices or a strong willingness to learn.
• Proficient in computer applications, including CRM software and Microsoft Office.
• Strong organisational and multitasking abilities.
• Ability to work indpendently and as part of a team.

Why work with us?

Hearts are at the core of everything we do. Working with us provides an opportunity to be part of a fantastic team, in a supportive working environment, exposure to exciting emerging technologies. and focus on learning and development. It’s an exciting time to join our business and as it grows, so do the opportunities for personal and professional growth.

Our people are our priority, and we strive to create a workplace where people are respected, valued, and rewarded for their contributions. We focus on outcomes. We value flexibility and encourage our team to work in ways that support their work/life commitments and wellbeing.

CardioScan benefits

• Development of both your technical and soft skills through training requests and specialised training portals
• Annual performance and salary reviews
• Global EAP (Employee Assistance Program) support and access to health benefits through the program
• Birthday Leave
• Refurbished office in Camberwell and close to cafes and restaurants
• Off-street parking and close to public transport (train/tram)
• Employee awards including annual CEO Award ($1k prize)
• Employee referral program ($5k)
• Company and team events – we celebrate the wins

CardioScan is an equal opportunity employer committed to attracting and retaining diversity in our workforce.

We are a 2024 Circle Back Initiative Employer and commit to respond to every applicant.