Key Account Representative (Post-Acute - SNF)

Company Overview

Outset is a medical technology company pioneering a first-of-its-kind technology to reduce the cost and complexity of dialysis. The Tablo Hemodialysis System, FDA cleared for use from the hospital to the home, represents a significant technological advancement that transforms the dialysis experience for patients and operationally simplifies it for providers. Tablo serves as a single enterprise solution that can be utilized across the continuum of care, allowing dialysis to be delivered anytime, anywhere and by anyone.  The integration of water purification and on-demand dialysate production enables Tablo to serve as a dialysis clinic on wheels, with 2-way wireless data transmission and a proprietary data analytics platform powering a new holistic approach to dialysis care.  

Position Overview

The Key Account Representative (Post-Acute & SNF) will work on the National Post-Acute Team and is responsible for targeting and engaging key SNF operators across the US.  The KAR will present dialysis solutions to leadership teams and build a pipeline of SNF opportunities.  The KAR will then work with the KAD to close opportunities and ensure a seamless transition from the point of sale to complete system implementation and program success. This position is customer-facing and accountable for high-impact communication with facility and corporate executives. Coordination of clinical, service, and support is critical to the organization and success of each account. Critical thinking and problem saving while making the customer feel at ease will be keys to success following implementation. Using predictable and scalable service models that empower customers, the KAR will drive the transition of account ownership from the National Strategic Sales team to Clinical Sales for usage and Field Service for maintenance and leverage corporate resources to ensure accountable customer outcomes.  The KAR (Post-Acute & SNF) will work cross functionally with our acute and home teams to identify opportunities within health systems for enterprise solutions.  This includes sales and training activity with executive, clinical, financial, and strategic decision-makers within these organizations to establish a plan and pipeline. 

Essential Job Functions

• Develop pipeline of opportunities within SNF space, present Outset solution to SNF leadership, help close opportunities, and implement launch plans for all new locations. 
• Understand the nuances around regulatory, finance, and reimbursement related to dialysis within SNF
• Work with marketing and current partners to create awareness campaigns around insourcing dialysis
• Assist in training staff and physicians, conduct quarterly business reviews to review strategic, clinical, and financial metrics, conducting market development, and referring physician education programs.
• Research and share data with the organization related to SNF
• Coordinate with strategic partners to drive predictable timelines for customer go-live
• Accurately forecast new opportunities
• Collaborate with Customer Experience and Field Service to improve the quality of customer experiences
• Lead customer discussions around the implementation process and workflows for the regional and national deployment of Tablo programs
• Manage and coordinate facility Implementation Planning meetings
• Manage CRM customer data for Strategic Accounts
• Own and cross-functionally drive customer success plans from pre-install through the customer life cycle
• Develop Staffing and Tablo profiles for new facility launches
• Manage and coordinate customer service/support meetings for existing Tablo programs
• Be a customer advocate by involving appropriate team members to help resolve any customer issues and escalations
• Develop and coordinate corporate Quarterly Business Reviews
• Onboard, nurture, and manage customer relationships to drive customer outcomes
• Perform project management duties such as defining schedules and resources, outlining agendas, facilitating meetings, and tracking action items
• Communicate effectively with both internal and external project teams and management to understand customer needs, identify risks and solutions and drive customer adoption
• Perform solution-focused support by Identifying process improvement and opportunities and implementing best practices solutions to drive a better overall customer experience
• Have a deep understanding of Outset Tablo product features and corporate programs

• Collect and provide customer feedback and suggestions to the Strategic Key Account Director
• Embrace and drive the core qualities of the Outset Culture, adapt, and respond to a changing environment
• Extensive travel 

Required Qualifications

• Minimum 5 years medical device and progressive experience
• Excellent communication, interpersonal and presentation skills
• Ambition and strong work ethic
• Proven ability to work effectively as part of a team and problem solve

Desired Qualifications

• BA/BS Degree Required; Master’s Degree/Advanced Degree Preferred
• Experience working in a disruptive space with innovative technology
• Experience working with SNF operators
• Proven record of achievement and leadership
• Prior clinical support, clinical sales or clinical field training experience in the home dialysis space
• Ability to excel in a high-energy, fast-paced environment
• Willingness to be flexible in adapting to an ever-changing hyper growth company environment

Outset Medical, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.