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Clinical Applications Specialist
2 months ago
Job Summary:
The Clinical Applications Specialist - Region ANZ will be responsible for conducting clinical application training in Australia and New Zealand, with flexibility to travel to cover APAC as required. The successful candidate will ensure that both internal and external customers receive first-class training and service support on Elekta Software Solutions.
Key Responsibilities:
- Provide market-leading, tailored training to customers and colleagues.
- Accurately assess advanced customer training needs to shape training sessions, setting goals, length of training, delegates, coordinating schedules.
- Maintain administration and ensure appropriate documentation for education credits following written procedures.
- Provide professional assistance and support to Marketing/Sales, R&D, and international colleagues.
- Ensure that customer requests are handled in a timely and professional manner in accordance with contractual obligations.
- Provide Clinical Workflow planning and reviews.
- Support the installed base both on-site and remotely.
- Provide backup to the centralized support team as required.
- Maintain up-to-date knowledge of current and past Elekta comprehensive Software Solutions.
- Provide pre and post-sales support as well as product demonstrations, workflow analysis, and best practice recommendations to the client base.
- Drive customer lifecycle growth and satisfaction by supporting customer lifecycle solution analysis, conducting customer reviews, and identifying potential product solutions sales leads.
- Manage customer evaluation and assessments to monitor trends in student performance and satisfaction.
- Collaborate with Marketing/Sales activities at exhibitions, conferences, and seminars, when required.
- Maintain long-term positive relationships with customers, acting upon customer feedback to drive NPS and Customer Satisfaction.
- Contribute to Service delivery to ensure that customer expectations are exceeded.
- Collaborate with internal stakeholders to deliver a first-class customer experience, addressing and promptly solving any customer complaints/queries.
- Provide excellent Clinical support via phone/email or onsite visit, maximizing customer adoption to drive Customer Satisfaction and Net Promoter Score.
- Drive continuous process improvement projects.
- Proactively identify and implement new ways to improve efficiencies and quality amongst the team.
- Drive initiatives which enhance customer satisfaction/experience.
Requirements:
- Tertiary Qualifications in Radiation Oncology or Medical Oncology.
- Minimum 3 years Elekta experience.
- Ability to manage own workload, be highly motivated, dynamic, have good leadership skills, and be a good problem solver.
- Familiarity/proficiency with the following: Outlook, Word, Excel, Power Point, Video conferencing, and Salesforce.
- Familiarity/proficiency with Data analytics using Tableau, SQL queries, Crystal report writing are desirable.
- Familiarity with curriculum development process and adult educational methodologies.
- Working knowledge/understanding of all Elekta's Comprehensive Oncology Solutions products and proficiency in assigned product specialties.
- Strong verbal and written communication skills.
- Strong presentation skills (ability to communicate effectively to a group).
- Ability to effectively interact with customers (via phone and face-to-face).
- Demonstrated experience communicating with individuals at all levels of the organization.
- Must be able to travel up to 50% of the time.
