Hospital / Institutional Customer Representative - Greater Cleveland, OH
Merck, Columbus, Ohio, United States, 43224
Job Description
The Hospital / Institutional Customer Representative is a key member of the Hospital Customer Team and plays a critical role in supporting our Company's customer‑centric business model. He/she is responsible for working with the Hospital Customer Team to understand and identify Health Care Provider (HCP) customer needs, support pull‑through activities relative to the customer strategy and ensure that our Company is viewed as demonstrating value and better health outcomes to healthcare professionals and their patients.
The primary activities include:
Communicates about product in a way that's meaningful and relevant to each individual customer; customizes discussions and client interactions based on understanding of customer's needs
Engages in informed discussions about products with HCP customers - knowing when/how to seek and provide additional information
Within select customer accounts acts as primary point of contact for customer, meet with key customers/personnel to understand practice structure, business model, key influencers Managed Care Organization (MCO), employers, state and local regulations)/network structure, customer needs and identifies business opportunities
For select customer accounts/HCPs, coordinate with customer team to develop customer strategy - outlining strategy for interactions/relationship, solutions and potential offerings for customer
Partners with National Account Executives (NAEs) to maintain strong focus on Managed Care pull‑through
Shares learning and best practices from one customer to help other customers meet their needs
Demonstrates a focus on better health outcomes (beyond acquisition, considers the HCP and patient experience)
Provides input into resource allocation decisions across customers
Identifies and selects programs/services available in the library of our Company's "resources" to address customer needs
Works with solutions group (Headquarters - HQ) and/or Medical Account Executive (MAE) to develop and deliver relevant offerings that address desired customer needs
Maintain current understanding of practice structure, business model, key influencers/ network structure and make information available to relevant stakeholders
Collaborate and communicate effectively with extended "in‑scope" customer team to ensure a consistent customer experience across our Company's divisions and functional areas; ensure integration with National Account Executive (NAE), our Company's Vaccines personnel, Health Management Services (HMS) Manager, Solutions Consultant, Customer Strategies and Solutions (CSS), Regional Medical Director (RMD) and other key stakeholders to share key customer learning and support customer needs
Outstanding in all competency areas (Account Management; External Market Focus; 1:1 Customer Interactions)
Influences beyond their specific geography or product area
Implements approved resources, programs and messages to address customer and company needs.
Create awareness of approved Inpatient Hospital Letters of Participation (LOP) with eligible and appropriate customers. To include discussing approved details of the contract.
Territory Information
This territory covers the Greater Cleveland area.
The selected Sales Representative must reside within the territory.
Overnight travel may be required.
Travel (%) varies based on candidate’s location within the geography.
Qualifications Education Minimum Requirements:
Bachelor’s Degree with 3 (36 months) or more years Sales experience
OR
a minimum of high school diploma with at least 6 years of equivalent experience which could include professional sales, experience in marketing, military or healthcare/scientific field that is not sales related (pharmaceutical, biotech, or medical devices).
Required Qualifications
Prior experience working in a scientific field or healthcare environment
Previous sales experience
Prior experience developing new business opportunities with existing customers
Experience establishing new customer relationships
Understanding of our Company's products and therapeutic areas
Consistent performer in most competency areas
Valid Driver's license
Preferred Qualifications
Prior consulting or customer service experience
Experience developing and executing a plan for engaging customers and meeting customer needs
Understanding of Headquarter operations
Ability to analyze metrics to assess progress against objectives
Hospital/Institutional Sales experience
Required Skills
Account Planning
Adaptability
Customer Experience Design
Customer Experience Management
Customer Feedback Management
Hospital Sales
Interpersonal Relationships
Lead Generation
Market Analysis
Pharmaceutical Sales Training
Sales Calls
Sales Metrics
Sales Operations
Sales Pipeline Management
Sales Presentations
Sales Process Management
Sales Territory Management
Sales Training
Preferred Skills
Current Employees apply HERE (link removed)
Current Contingent Workers apply HERE (link removed)
Our Human Health Division maintains a “patient first, profits later” ideology. The organization is comprised of sales, marketing, market access, digital analytics and commercial professionals who are passionate about their role in bringing our medicines to our customers worldwide.
Equal Employment Opportunity As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:
EEOC Know Your Rights ,
EEOC GINA Supplement . Learn more about your rights, including under California, Colorado and other US State Acts (link removed).
U.S. Hybrid Work Model Effective September 5, 2023, employees in office‑based positions in the U.S. will be working a Hybrid work consisting of three total days on‑site per week, Monday - Thursday, with Friday designated as a remote‑working day unless business critical tasks require an on‑site presence. This model does not apply to field‑based, facility‑based, manufacturing‑based, or research‑based positions where the work is performed at a Company site, or positions covered by a collective‑bargaining agreement unless the agreement provides for hybrid work, or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. This guidance also does not apply to roles designated as “remote”.
Salary Range:
$106,200.00 – $167,200.00. The employee’s position within the range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long‑term incentive, if applicable.
We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.
Apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.
Fair Chance Ordinance & Criminal History Consideration San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance.
Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
Additional Information Employee Status:
Regular
Relocation:
No relocation
VISA Sponsorship:
No
Travel Requirements:
10%
Flexible Work Arrangements:
Remote
Shift:
Not Indicated
Valid Driving License:
Yes
Hazardous Material(s):
n/a
Job Posting End Date:
02/4/2026
*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.
Requisition ID:
R381866
#J-18808-Ljbffr
The primary activities include:
Communicates about product in a way that's meaningful and relevant to each individual customer; customizes discussions and client interactions based on understanding of customer's needs
Engages in informed discussions about products with HCP customers - knowing when/how to seek and provide additional information
Within select customer accounts acts as primary point of contact for customer, meet with key customers/personnel to understand practice structure, business model, key influencers Managed Care Organization (MCO), employers, state and local regulations)/network structure, customer needs and identifies business opportunities
For select customer accounts/HCPs, coordinate with customer team to develop customer strategy - outlining strategy for interactions/relationship, solutions and potential offerings for customer
Partners with National Account Executives (NAEs) to maintain strong focus on Managed Care pull‑through
Shares learning and best practices from one customer to help other customers meet their needs
Demonstrates a focus on better health outcomes (beyond acquisition, considers the HCP and patient experience)
Provides input into resource allocation decisions across customers
Identifies and selects programs/services available in the library of our Company's "resources" to address customer needs
Works with solutions group (Headquarters - HQ) and/or Medical Account Executive (MAE) to develop and deliver relevant offerings that address desired customer needs
Maintain current understanding of practice structure, business model, key influencers/ network structure and make information available to relevant stakeholders
Collaborate and communicate effectively with extended "in‑scope" customer team to ensure a consistent customer experience across our Company's divisions and functional areas; ensure integration with National Account Executive (NAE), our Company's Vaccines personnel, Health Management Services (HMS) Manager, Solutions Consultant, Customer Strategies and Solutions (CSS), Regional Medical Director (RMD) and other key stakeholders to share key customer learning and support customer needs
Outstanding in all competency areas (Account Management; External Market Focus; 1:1 Customer Interactions)
Influences beyond their specific geography or product area
Implements approved resources, programs and messages to address customer and company needs.
Create awareness of approved Inpatient Hospital Letters of Participation (LOP) with eligible and appropriate customers. To include discussing approved details of the contract.
Territory Information
This territory covers the Greater Cleveland area.
The selected Sales Representative must reside within the territory.
Overnight travel may be required.
Travel (%) varies based on candidate’s location within the geography.
Qualifications Education Minimum Requirements:
Bachelor’s Degree with 3 (36 months) or more years Sales experience
OR
a minimum of high school diploma with at least 6 years of equivalent experience which could include professional sales, experience in marketing, military or healthcare/scientific field that is not sales related (pharmaceutical, biotech, or medical devices).
Required Qualifications
Prior experience working in a scientific field or healthcare environment
Previous sales experience
Prior experience developing new business opportunities with existing customers
Experience establishing new customer relationships
Understanding of our Company's products and therapeutic areas
Consistent performer in most competency areas
Valid Driver's license
Preferred Qualifications
Prior consulting or customer service experience
Experience developing and executing a plan for engaging customers and meeting customer needs
Understanding of Headquarter operations
Ability to analyze metrics to assess progress against objectives
Hospital/Institutional Sales experience
Required Skills
Account Planning
Adaptability
Customer Experience Design
Customer Experience Management
Customer Feedback Management
Hospital Sales
Interpersonal Relationships
Lead Generation
Market Analysis
Pharmaceutical Sales Training
Sales Calls
Sales Metrics
Sales Operations
Sales Pipeline Management
Sales Presentations
Sales Process Management
Sales Territory Management
Sales Training
Preferred Skills
Current Employees apply HERE (link removed)
Current Contingent Workers apply HERE (link removed)
Our Human Health Division maintains a “patient first, profits later” ideology. The organization is comprised of sales, marketing, market access, digital analytics and commercial professionals who are passionate about their role in bringing our medicines to our customers worldwide.
Equal Employment Opportunity As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:
EEOC Know Your Rights ,
EEOC GINA Supplement . Learn more about your rights, including under California, Colorado and other US State Acts (link removed).
U.S. Hybrid Work Model Effective September 5, 2023, employees in office‑based positions in the U.S. will be working a Hybrid work consisting of three total days on‑site per week, Monday - Thursday, with Friday designated as a remote‑working day unless business critical tasks require an on‑site presence. This model does not apply to field‑based, facility‑based, manufacturing‑based, or research‑based positions where the work is performed at a Company site, or positions covered by a collective‑bargaining agreement unless the agreement provides for hybrid work, or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. This guidance also does not apply to roles designated as “remote”.
Salary Range:
$106,200.00 – $167,200.00. The employee’s position within the range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long‑term incentive, if applicable.
We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.
Apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.
Fair Chance Ordinance & Criminal History Consideration San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance.
Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.
Additional Information Employee Status:
Regular
Relocation:
No relocation
VISA Sponsorship:
No
Travel Requirements:
10%
Flexible Work Arrangements:
Remote
Shift:
Not Indicated
Valid Driving License:
Yes
Hazardous Material(s):
n/a
Job Posting End Date:
02/4/2026
*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.
Requisition ID:
R381866
#J-18808-Ljbffr