Medical Sales Representative (KAM/ABM + SLA Ownership)
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Job summary
To drive institutional revenue growth by owning and expanding a portfolio of Tier-1 and Tier-2 accounts (public and private), using Key Account Management (KAM) and Account-Based Marketing (ABM) to generate a minimum of KES 10M monthly revenue from individual effort, while protecting margin, ensuring CRM discipline, and enforcing customer SLAs (Service Level Agreements) across order fulfillment, documentation, issue resolution, and relationship governance.
Min Qualification:
Diploma
Experience Level:
Mid level
Experience Length:
5 years
Job descriptions & requirements
Level Senior Medical Sales Representative / Key
Accounts (Institutional)
Location Kenya (with travel as required)
Reports to Senior Commercial Manager / Head of
Commercial
Employment Type Full-time
2. Minimum Requirements (Non-Negotiable)
• At least 5+ years proven experience in medical/pharma/device institutional sales.
• Demonstrated competency in KAM + ABM (multi-stakeholder buying committees: clinicians, pharmacists, procurement, finance, management).
• Proven track record of product growth into key institutions with evidence of KES 10M+ monthly revenue generated from own efforts (attach supporting performance proof).
• Strong understanding of tender processes and institutional procurement workflows.
• Ability to manage customer expectations and internal execution to SLA standards.
• Valid driving license and ability to travel.
3. Key Responsibilities
3.1 Revenue Delivery & Account Ownership
• Own a defined territory/account list and consistently deliver KES 10M+ monthly revenue from personal pipeline and execution.
• Build predictable pipeline coverage, conversion discipline, and weekly forecasting tied to reorder rhythms.
• Increase revenue per account through upselling, cross-selling, contract conversion, and repeat order systems.
3.2 Key Account Management (KAM) - Institutional Penetration
• Build annual and quarterly account plans for each institution.
• Map buying committees: decision-makers, influencers, clinical champions, pharmacists, procurement, finance, and leadership.
• Secure framework agreements, standing orders, and contracted baskets to reduce reliance on spot orders.
• Run quarterly business reviews (QBRs): performance vs targets, SLA performance, risks, and growth roadmap.
3.3 Account-Based Marketing (ABM) - Demand Creation into Target
Accounts
• Execute account-specific ABM campaigns: targeted outreach sequences, clinical education sessions, stakeholder roundtables, and executive sponsor engagement.
• Produce and deploy proof-based assets: product one-pagers, clinical decks, tender-ready documentation packs, and ROI/TCO narratives.
• Track ABM conversion: engagement → meetings → qualified opportunities → closed revenue.
3.4 SLA Ownership & Customer Success (Non-Negotiable)
You are the SLA owner for your accounts, meaning you are accountable for ensuring internal teams deliver agreed service standards and for preventing avoidable failures.
Key SLA Responsibilities
• Agree and maintain SLA expectations per account (or per contract tier) across: order
confirmation speed; delivery lead time/OTIF (On-Time-In-Full); fill rate/substitution
workflow; documentation completeness (invoices, delivery notes, batch/lot where required); issue resolution timelines (complaints, returns, discrepancies, credit notes); and communication cadence (order status updates, ETA changes).
• Track SLA performance weekly and escalate risks early (stock-outs, delays, documentation gaps).
• Drive corrective actions with Supply Chain, Finance, and Operations and close the loop with the customer.
• Build SLA-based differentiation: sell reliability and continuity, not price.
Suggested SLA Metrics (Minimum)
• OTIF ≥ 95% for contracted/priority accounts.
• Order acknowledgment ≤ 2 hours (within working hours).
• Delivery ETA adherence ≥ 90%.
• Documentation accuracy ≥ 99%.
• Dispute closure ≤ 7 days (or a defined target by segment).
3.5 Product Growth & Portfolio Development
• Grow assigned product categories into institutions: formulary inclusion (where applicable),
reorder consistency, and expansion into departments/wards.
• Support product launches: training, early adopter conversion plans, and clinical education.
• Provide market intelligence: competitor movements, pricing pressure, unmet needs, and demand signals.
3.6 Tender & Institutional Procurement Excellence
• Identify, qualify, and pursue tenders aligned to margin and cash discipline.
• Coordinate technical submissions and compliance documentation.
• Support tender realization: delivery planning, stakeholder alignment, and post-award execution.
3.7 CRM, Data Discipline & Forecasting (Non-Negotiable)
• Maintain 100% CRM hygiene: all opportunities logged with stage, next step, next date, and probability.
• Submit accurate weekly forecasts aligned to S&OP.
• Track and report win/loss reasons and corrective actions.
3.8 Cross-Functional Execution (Finance + Supply Chain +
Quality/Regulatory)
• Work with Supply Chain to prevent stock-outs and protect service reliability for key accounts.
• Work with Finance to support collections, documentation closure, dispute resolution, and DSO improvement.
• Ensure compliant selling practices aligned to healthcare regulatory expectations.
4. Key Performance Indicators (KPIs)
4.1 Revenue & Pipeline
• KES 10M+ monthly revenue from personal portfolio.
• Pipeline coverage and stage conversion rates.
• Win rate by segment (tender vs non-tender).
• Average sales cycle time.
4.2 KAM/ABM Effectiveness
• Account growth rate (share-of-wallet expansion).
• Number and quality of stakeholder relationships built per account (clinical, procurement, finance).
• ABM performance: engagement → meeting → opportunity → conversion.
• Number of standing orders/framework agreements/contracted baskets signed.
4.3 SLA Performance (Core KPI Set)
• OTIF / fill rate performance by account.
• Delivery lead time adherence and proactive communication compliance.
• Documentation accuracy and completeness.
• Dispute resolution cycle time (returns, discrepancies, credits).
• SLA exception rate (should trend down month-on-month).
4.4 Revenue Quality
• Gross margin achieved vs floor.
• Discount leakage / exception rate.
• Mix of recurring vs one-off orders.
4.5 Execution Discipline
• CRM compliance and forecast accuracy.
• Proposal turnaround time and follow-up discipline.
• Customer complaint closure time and satisfaction signals.
5. What Success Looks Like (First 90 Days)
• Complete account plans for assigned institutions with buying committees mapped and ABM campaigns scheduled.
• CRM fully adopted with clean pipeline and forecasting discipline.
• SLA baseline agreed for top accounts and tracked weekly with visible improvement actions.
• 2–3 early growth wins (formulary inclusion, standing order, framework agreement, or major conversion).
6. Application Requirements
Candidates must submit:
1. Curriculum Vitae (CV).
2. Proof of performance (redacted acceptable) showing KES 10M+ monthly revenue generated from own efforts.
3. One-page note titled: “How I will grow institutional accounts using KAM + ABM while enforcing SLAs”
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