Account Representative

Who we are 

In a life without sound, our work provides meaning. As a leading provider of innovative hearing care solutions, we are not just a company that makes products: we are a team on a mission to help people enjoy the delight of hearing. To enable a life without limitations, through our core business brands – Advanced Bionics, Audiological Care, Phonak, Sennheiser (under license) and Unitron – we develop, manufacture and distribute solutions that push the limits of technology and redefine the future of our industry. 

Remote | Aurora, IL 

8am to 5pm CST Monday - Friday

Account Representative 

The Account Representative role is a key driver of both our revenue and customer experience performance in the market. The role has 2 core aspects – maximizing coverage of the market by proactively contacting the accounts that the field counterparts do not and complementing the work by the field team in accounts that they have prioritized. Increase customer base by qualifying new leads and facilitate appointments for high potential accounts for outside sales and influence cross functional teams to eliminate barriers to sales success. Additional functions, such as launching promotional offers, inviting customers to product launch and training events and following up on customer requests, should follow the same logic as the overall coverage model – complementing field team so overlapping efforts are by design. To be successful, Account Representatives need to be highly organized, understand the selling process, be well versed in our systems, products and solutions, and be excellent communicators with both internal and external stakeholders. Key relationships: Regional Sales Managers, Regional VPs, Marketing, Finance and Customer Support. 

Responsibilities:  

• Have a deep understanding of the sales process and exhibit that understanding in all communications with your customers  

•  Execute follow-up actions from field visits, as notified by the field-based counterparts  

•  Maintain proactive contact with all POS that are not in focus for field sales counterparts within the prescribed frequency metric (eg 1 contact / ‘non-field-focus customer’ / month – this metric may vary)  

•  Deliver consistent messaging to a high standard, in line with the overall communication plan for the field teams; includes 

• competitive messaging, elevator stories about our own solutions, market messages and channel conflict messages 

• Learn and maintain a basic threshold of knowledge about Unitron products, solutions, and value-added services, and how they compare to alternative offerings in the market  

• Understand the KPIs of your business, follow required operating procedures and come prepared to discuss gaps and identify countermeasures in your 1 on 1 reviews with your manager 

• Manage customer communications in coordination with field team strategy (e.g., following up on appointment action items, managing relationship with customers, developing leads at new accounts within portfolio) · Identify, prioritize, and contact new account leads  

• Build relationships with the customer throughout the sales process, adopting a customer centric mindset and approach to your work, ensuring you are highly responsive to their enquiries  

• Partner with territory team on funnel management assisting with new, stalled and in-process opportunities ·  

• Collaborate closely with assigned Regional Sales Manager and Regional Trainer via strategic meetings for territory planning and prep and presentation of business health reviews  

• Support management of loyalty program onboarding, compliance, utilization and quarterly business reviews in partnership with outside field representatives. 

•  Assist with the maintenance of our customer data, periodically checking on its accuracy and updating TAUPs and contact details as required throughout the year  

• Comply with all local, state and federal laws and requirement  

• Comply with internal policies and procedures for documenting customer interactions in CRM system on a daily basis 

• 5% Travel

 More about you:  

• Highschool diploma or equivalent

• Lincensed Hearing Instrument Specialist a plus

• Prior experience in Inside Sales, Account Management, and/or Customer Service 

• Proven ability to solve problems on the fly, proactively and independently  

• Detail orientated Strong ability to manage a wide range of tasks in an efficient and organized matter 

• Ability to build and maintain strong relationships in a remote setting  

• Excellent verbal and written communication skills 

• Understanding of sales process and collaboration  

• Strong desire to provide superior customer service 

• Experience with Order Entry and CRM software, Salesforce and SAP preferred

A minimum of 200Mb/sec download and 10Mb/sec upload speed internet connectivity is required to support any remote/hybrid employee functionality at Sonova 

Don't meet all the criteria?  If you’re willing to go all in and learn we'd love to hear from you!  

We are looking forward to receiving your application via our online job application platform. For this position only direct applications will be considered. Sonova does not recruit via app, telegram, carrier pigeon or any other format that does not include speaking with an actual human. If you are offered a job without speaking with someone please contact mailto:wholesale.HR@sonova.com  

 What we offer: 

• Medical, dental and vision coverage* 

• Health Savings, Health Reimbursement, Flexible Spending/Dependent Care Accounts 

• TeleHealth options 

• 401k plan with company match* 

• Company paid life/ad&d insurance 

• Additional supplemental life/ad&d coverage available 

• Company paid Short/Long-Term Disability coverage (STD/LTD) 

• STD LTD Buy-ups available 

• Accident/Hospital Indemnity coverage 

• Legal/ID Theft Assistance 

• PTO (or sick and vacation time), floating Diversity Day, & paid holidays*  

• Paid parental bonding leave  

• Employee Assistance Program (24/7 mental health support hotline, 5 company paid counseling sessions and more) 

• Robust Internal Career Growth opportunities  

• Tuition reimbursement 

• Hearing aid discount for employees and family 

• Internal social recognition platform 

• D&I focused: D&I council and employee resource groups 

*Plan rules/offerings dependent upon group Company/location. 

This role's pay range is between: $20-$30 an hour. This role is also commission eligible/bonus eligible.  

How we work: 

At Sonova, we prioritize the well-being of our employees and foster an inclusive environment that promotes engagement and collaboration. Our team-customized hybrid work model empowers teams to balance individual needs with business goals, offering flexibility and individualized time management. We recognize the importance of life outside of work and strive to create a supportive and motivating workplace where innovation thrives.