Senior Clinical Account Manager

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We are seeking a Senior Clinical Account Manager to join Vocera, you will play a pivotal role in leading the Clinical Account Manager team while actively managing the NSW/ACT territory. This role will be working with customers across NSW, and will involved a degree of travel. There will also be management of two direct reports.

This is an exciting new career opportunity for experienced nurses, physiotherapists, osteopaths, scientists, paramedics, radiographers, or anyone whos worked in the clinical field looking to progress in the customer success space.

The Clinical Account Manager's role is to drive customer utilisation of the Vocera Platform through education and engagement with key stake holders and clinical teams.

This position is a blend of team leadership and hands-on clinical account management, emphasizing the importance of people management, strategic execution, educating the customer and fostering strong relationships with healthcare organisations.

Key Responsibilities:

Team Leadership:

• Lead and mentor the Clinical Account Manager team, fostering a culture of collaboration, innovation, and continuous improvement.
• Act as a player-coach, actively managing the ANZ Clinical Account Managers team.
• Ensure the team meet KPIs

Strategy Implementation:

• Ensure the effective execution of Vocera's strategic initiatives within the assigned territory.
• Educate and drive the utilization of the Vocera Platform among healthcare professionals.

Relationship Management:

• Establish and maintain strong relationships with healthcare organizations to drive platform adoption and usage.
• Provide ongoing support and guidance in establishing and maintaining Vocera Governance committees.

Training and Education:

• Collaborate and run super user training for customers.
• Enable customers to create and develop training programs and educational resources.
• Work with healthcare systems to establish internal structures for autonomy and long-term sustainability.

Customer Partnership:

• Partner with customers to facilitate and enable the Vocera Journey, addressing their unique needs and challenges.
• Redirect Vocera issues to appropriate support channels, such as Sales Team, Technical Support, and Professional Services.

Data Utilisation:

• Support the use of Vocera Analytics/Reporting data to understand system use and identify areas for improvement. Quality
• Knowledge on and commitment to quality standards of the Vocera Platform.
• Ensure commitment to quality and compliance to our quality standards by driving a quality culture in teams and day to day activities.

Critical Requirements (e.g. skills, experience, qualifications):

• Bachelor's degree or equivalent Proven people leadership and management experience
• 5+ years of customer success, account management or related experience • with complex products or platforms
• 5+ years of direct patient care experience
• Experience building and delivering education
• Excellent presentation and interpersonal communications skills
• Strong relationship building skills
• Ability to effectively work remotely as part of a dynamic team
• Basic knowledge of computer operations and ability to use MS Office
• Healthcare experience for the region or healthcare IT industry is an advantage
• Proof of full COVID-19 vaccination required.

Desirable Requirements (eg: skills, experience, qualifications):

• Further studies in business, customer success management or education
• Experience as Clinical Account Manger or equivalent

About Stryker
Stryker is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Alongside its customers around the world, Stryker impacts more than 130 million patients annually. More information is available at stryker.com.