Practice Consultant Executive

Position Summary:

The Practice Consultant (PC) Executive role is a hybrid role focusing on customer satisfaction, retention of existing customers as well as new customers. This role is to support relationships with existing Accuro EMR users to promote new services that add value to clinics. These services are most often sold under a software as a service model but can extend to one-time services. QHR expects that all services offered to clinics will have a return on the investment helping clinics maximize efficiency and improve the quality of care delivered. The inside salesperson will be responsible for understanding different clinic workflows including specialists and general practice to properly find the fit between services and users who will benefit the most from use of the service. This is primarily an outbound sales calling role with some direct in person visits. You will work with healthcare organizations to ensure they are using the right suite of QHR technology solutions so that they may function optimally. The job is focused on delivering a first-rate customer experience and retention while driving additional new sales opportunities through Accuro customer prospecting within the assigned territory.

Competencies Critical for Success:

• Strong Relationship Management Skills - Highly collaborative with the ability to quickly establish credibility internally and externally, demonstrating a high level of tact, polish, confidence and humility along with strong communication skills. 
• Influencing and Relationship Management Skills - A highly collaborative leader who is able to quickly establish credibility at all levels of the organization, demonstrating a high level of intellect, polish, maturity, confidence, and humility.

Primary Responsibilities: 

Build strong relationships with customers/prospects through remote and in-person presence within the assigned territory that focusses on increasing efficiencies via Accuro EMR, Accuro Engage and other optional add on services

• Attend Meetings as required to keep current on provincial initiatives in relation to Accuro and QHR customers
• Works with area EMR sales representative as needed to support acquiring new customers
• Follows up regularly with clinics post go live
• Attending Accuro user conferences and medical conferences to meet with Accuro users and promote services
• Gather market feedback on services to help guide product roadmaps
• Gather client feedback on new services being considered for the market
• Target key Accuro EMR customers for in-person account management activities, customer retention, upsell and referral generation opportunities
• Achieving quarterly targets that will focus on client retention and engagement, as well as sales
• Provide how-to and tips & tricks support during remote and in person site visits with Accuro customers
• Grow customers’ depth of understanding and utility of products by coordinating training on new and existing features
• Identify possible opportunities for further adoption and integration of QHR products and services within current customer’s base
• Support the roll out and adoption of new product initiatives to QHR’s existing customer base
• Create customer advocates to assist the Sales Account Executive in generating references and referrals
• In territory lead generation through cold calling and customer referrals within territory Accuro customers
• Input and maintain the QHR CRM system (salesforce.com) with up-to-date communications, conversations, and correspondence with customers
• Liaise with the Customer Satisfaction Team (or delegate) to handle customer escalations
• Engage clients who have submitted Termination of Services (TOS) to try and keep them as clients 
• Be the prime account manager in the territory.
• Day-to-day activities:
  • Target key high value/strategic Accuro EMR customers for in-person account reviews.
  • Following up with existing QHR customers to ensure full engagement with products they are using – with a focus on in-person meetings.
  • Identify training gaps that could be leading to suboptimal experience and deliver tips and tricks or coordinate a tailored training package.
  • When new releases of Products are rolled out, the PC can assist in-market questions and help with adoption of new functionalities.
  • Generate qualified leads/prospects for the territory Sales Account Executive.
  • Build out true referral network through relationship management with key Accuro customers.
  • Look for upsell opportunities within the Accuro customer base.
  • Handling customer escalations outside of normal Case queue. Liaise with the Customer Satisfaction Team to resolve the issues.
  • Liaise with Account Executive, BD Rep, Sales Engineers and Customers Service team members for any customer related issue and coordination of resources for timely resolution.
  • Contribute to sales presentations with Sales Account Executive when required.
  • Identify potential reference sites that Sales and Marketing could work with to further tell the QHR story
  • Use of SalesForce CRM as a tool to drive better customer satisfaction.

Additional Duties and Expectations: 

• Promote QHR’s “Blue Culture” framework to foster a collaborative, positive and efficient workplace, 
• Contribute to the organization’s positive image both internally and externally, 
• Perform other duties consistent with the position, as reasonably directed by your manager. 

Qualifications, Education and Experience Requirements: 

• 3-5 years of experience in Sales
  • Experience in the technology industry and selling software
  • Experience in the healthcare sector, preferably in primary care
• Excellent phone skills
• Experience using customer relationship management software (CRM) preferably Salesforce
• Ability to do public speaking and presentations 
• Excellent communication skills 
• Ability to travel
• Clinical healthcare experience and/or experience with Accuro an asset

Assets

• Experience in the Canadian healthcare sector
• Experience in software sales

Compensation and Logistics:

• Base salary, variable pay established at the corporate level, competitive benefits package
  • Base Salary Hiring Range: $75,000 - $95,000 annual
  • There will be a commissions component based on the number of sold Accuro licenses as agreed upon in the Annual Account Executive Sales Commissions Plan
  • Final pay for this position may depend on candidate knowledge, skills, experience and location
• Full-time, permanent
• Some travel may be required
• Candidate must be located in Nova Scotia

QHR is a dynamic, high-growth Canadian technology company and division of Loblaw Companies Limited. Our mission is to unite Canadian Healthcare, connecting Providers and their Patients to information and each other.