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Role Purpose:
Reporting to the Customer Success Lead, the Customer Success Partner for Southern and Central Taiwan is responsible for delivering exceptional customer experiences within pathology laboratories while driving business growth in the assigned territory. In this role, you will lead the development and execution of account sales strategies across the product portfolio, including but not limited to pathology, molecular lab, and sequencing solutions. Collaborating closely with internal and external stakeholders, you will utilize key account management, distributor management, and innovative customer engagement strategies to retain existing Roche customers and expand into new accounts.

Role Scope:
Delivers Excellent Customer Experiences and Business Results:

• Implement effective sales strategies and initiatives to achieve or exceed sales and profitability targets within your assigned area.
• Build long-term value-based relationships by continuously uncovering customers’ changing needs, improving customer experience, and anticipating new business opportunities through creative solutions/products.
• Build credibility with customers and other stakeholders at various levels by demonstrating business acumen, professional expertise, confidence, and effective communication.
• Identify and develop business opportunities within the area of responsibility, collaborating across teams to ensure attainment.
• Implement a sales management process to assist the team in identifying and prioritizing customers and prospects.
• Partner with customers and work closely with different functional groups to proactively address customer needs and provide continuous service improvements to achieve excellent customer happiness.
• Plan the entire sales journey and adapt selling strategies/tactics to customers’ stages and styles of adoption.

Key Account Management (for selected accounts):

• Define a framework to analyze, plan, and govern key accounts in a structured way.
• Build actionable strategies in collaboration with internal and external stakeholders.
• Improve relationships with key stakeholders to identify growth opportunities for upselling and cross-selling.
• Positively impact opportunity conversion and forecasting.

Distributor Management:

• Develop and maintain strong collaborative relationships with distributors to identify and assemble new opportunities, maintain and expand the customer base, and drive business growth.
• Achieve financial targets related to distribution management programs.
• Conduct business in full compliance with Behaviour in Business and Behaviour in Competition standards.

Requirements:
Qualifications:

• Good compliance track record with no identified compliance violations.

Education:

• Bachelor’s degree in Medical Technology, Biochemistry, or a related field.

Working Experience:

• Experience with strategic implementation and optimization of sophisticated sales processes, preferably in a hospital or laboratory environment.
• Extensive market knowledge with at least 3 years of commercial experience in medical labs.
• Extensive experience in distributor management, key account management, and commercial completion.
• Excellent oral and written communication skills, including impactful presentations, spreadsheets, and proposals.
• Proven leadership experience with confirmed skills in sales team leadership, motivation, and compassion.
• Proven strength in agile working principles and methodologies.
• Ideally, experience working successfully in a matrix environment.
• Experience with sales methodologies (e.g., Miller Heiman green/blue sheet, SPIN, etc.) is a plus.
• Experience in the business operations of anatomical pathology laboratories is preferred.

Skills & Knowledge:

• Good knowledge of compliance requirements and a clear understanding of high standards of integrity.
• Native Mandarin and intermediate English (written and verbal).

Competencies:

• Product Knowledge
• Knowledge of Competition
• Industry Trend & Insights
• Relationship Building
• Needs Analysis
• Sales Data Utilization
• Sales Pipeline Management
• Strategic Account Management
• Solution Selling
• Distributor Management
• Case Negotiation
• Objection Handling
• Communication

Others:

• Must have access to a personal vehicle and be able to drive to fulfill job responsibilities (a car allowance will be provided).

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At Roche, more than 100,000 people across 100 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity.

Roche is an Equal Opportunity Employer.