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Enterprise Account Manager - Hospital

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Date: Aug 23, 2019

Location: Toronto, ON, CA

Company: LifeLabs



About Us


At LifeLabs, we are focused on our vision of building a healthier Canada!  We are the largest community diagnostics laboratory in Canada with over 350 collection centres, 16 laboratories and service over 20 million patients each year.  


Caring, Agile, Customer Driven, One Team - We live our values every day in what we do to help our patients and healthcare providers.  With over 5,700 employees, we all make a difference and that’s why our people are so important to us.  


This is an exciting time to join our LifeLabs team, grow your career with us and support numerous business initiatives, innovations, best practice and business development opportunities.


The Enterprise Account Manager Hospital reports to the National Manager  - Hospitals adn B2B Contracts. This is an integral role to drive profitable revenue growth through customer-focused implementation of strategic initiatives to support the achievement of short-term and long-term revenue and EBITDA targets. Reporting to the National Manger Hospitals and B2B Contracts, the Enterprise Account Manager (EAM) will retain, expand and drive sales in the Hospital and Long Term Care business for Life labs in Ontario through the development and execution of territory sales planning, building strong relationships with customers and articulation of a clear value proposition.


This person will work closely with external stakeholders that will include and not be limited to Hospital and LTC (C-suite, Clinical and Lab Directors & Mangers, Directors of Care, HCPs). In addtion the EAM will manage GPO and SSO relationships as well as KDMs in the LTC space.


The EAM will also ensure effective cross-functional collaboration and alignment with the internal partners including Business Development, Client Services, Laboratory Operations, IT, MedSci, Quality and Regulatory Affairs, Privacy and Finance.


The EAM will be accountable for driving sales by developing and executing on strategic territory business plans that are aligned to corporate strategy. The EAM will also be responsible for maintaining and growing the hospital funnel. (Flexibility and creativity will be critical to allow for changes in focus, to identify and build strategic opportunities and to evolve our service delivery model to align with new and existing customer types).


Key Accountabilities: 


Strategy Development – Business Planning:

  • Develop territory and/or account strategy, build business plans to meet corporate objectives and sales goals
  • For each account, manage the development and implementation of strategic initiatives in a way that meets and exceeds customer needs and is aligned with our overall corporate and growth strategies
  • Work closely with cross functional teams pre and post go live to monitor continuous quality improvements and transition activities
  • Negotiates contracts resulting in long-term commitment
  • Subject matter expert for RFP/RFI opportunities and submissions
  • Collaborate with senior leaders within LifeLabs and External stakeholders  to support effective planning
  • Maintain and grow strategic relationships with C-Suite and other KDMs at targeted accounts
  • Work in collaboration with the Directors of the business units in effectively leading initiatives and activities related to the development and implementation of organizational growth strategies
  • Trusted advisor to customer: Identify strategic opportunities and objectives; manage risks and issues; assess the impact of changes and introduce remedial plan of action when needed.
  • Conduct ongoing reviews to ensure learning is incorporated into future efforts


 Customer Focused:

  • Work closely with Customer Service Manager to ensure gold standard customer service, develop and present customer quarterly reviews and collaborate on constantly improving the customer value proposition while maintaining internal efficiency and margin objectives
  • Ensure high level of cadence for customer engagement with all targeted stakeholders at each designated account.
  • Communicate effectively to all teams on customer expectations and requirements and provide internal teams with the right information at the right time in order to effectively plan resources and quality of service delivery
  • Work with the LifeLabs RFP team to inform on customer strategy, needs and objectives in order to deliver winning and timely submissions
  • Understands and assesses customer’s business objectives, strategies and needs
  • Leverages the full portfolio of the LifeLabs product and service offerings to create unique customer value to our largest, highest revenue/profit potential and most strategic customer accounts
  • Acts as the account lead within a matrix account focused solution team (composed of both internal and external subject matter experts - both clinical and operational) to maximize growth
  • Selling and establishing long term relationships with key accounts stakeholders including with ‘C Suite’ or senior level decision makers
  • Leverage internal clinical and operational expertise as well as the Contract Services Managers who will coordinate the onboarding, implementation of the solution and sustain the transactional elements of the relationship
  • Identifying innovative LifeLabs solutions to meet the Client and the Strategic Account segment needs


 General Administration:

  • Responsible for all aspects of the territory or segment account management (including detailed account planning, monthly sales reporting and forecasting) The EAM is skilled in understanding key financial performance indicators and communicating opportunities, risks and actions in an accurate and timely manner
  • Ensure business plans are implemented in accordance with timelines and financial expectations and that any issues, challenges or deviations are escalated for resolution in a timely manner
  • Compose briefing notes, executive updates and external customer/stakeholder communication as required
  • Responsible for CRM and up to date funnel management and meeting KPIs
  • Responsible for monthly and/or weekly territory/account updates


Other Requirements and duties:

  • Customer focused – ability to be on territory 90 % of the time
  • Other duties as required
  • Overnight travel as required / Occasional work in evenings and weekends as required


Key Requirements:

  • 7 – 10 years of experience in a senior sales role
  • Unversity Degree
  • Previous sales experience at executive level selling broad and complex product line for a minimum of 5 years required
  • Previous EAM/KAM experience selling to Hospitals, Large Institutions and/or working with GPOs and SSOs
  • Proven ability to build long term strategic and senior level relationships and demonstrated capability to uncover a large complex organization’s strategic long term plan and short term tactics and translate into a winning solution
  • Demonstrated success as an expert in all aspects of value-based, solution selling and ability to work in cross-functional teams to meet clearly defined objectives that benefit the company and customer.
  • Ability to effectively communicate, speak in public, and adapt to rapidly changing environments is a must.
  • Strong negotiation, critical thinking and problem solving skills
  • RFP/RFI process and submission experience
  • Strong internal and external networking skills with robust inter-personal skills that will develop and enhance long term relationships.
  • Understanding of diagnostics industry is an asset – but not mandatory
  • Experience in working in a fast paced, time sensitive, collaborative and team-oriented environment
  • A team player that actively contributes in a team environment
  • A detailed oriented, self-starter with demonstrated analytical and logical structuring expertise
  • Excellent written and verbal communication skills with the ability to influence at all levels and lead teams toward a common vision or goal
  • Excellent active listening skills, ability to empathize with people going through a period of change
  • Proven experience leading programs with multiple demands and complex change management and communication needs
  • Ability to shift focus between projects without sacrificing the integrity of given projects


LifeLabs is committed to building an inclusive environment and will provide accommodations in accordance with the AODA – Accessibility for Ontarians with Disabilities Act. Please indicate in your application any accommodations you will require throughout the recruitment process.  Alternatively please contact our corporate offices main line to be directed to a member of the Talent Acquisition team at  (416) 675-4530


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