Sonova Group

Data Analyst

• Develop and maintain operational dashboards, scorecards, and performance reports.
• Manage daily, weekly, monthly, and quarterly reporting packages.
• Maintain and enhance the North America (NAM) Bowler reporting process.
• Analyze trends and identify opportunities to improve call center performance.
• Provide data-driven recommendations to operational leaders.
• Create executive-level reporting and presentations.
• Track, analyze, and report on key operational metrics, including: Schedule Rate, Show-Up Rate, Conversion Rate, Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Call Resolution (FCR), Average Handle Time (AHT), Service Level Answer Rate, Abandonment Rate, Adherence, Occupancy, Quality Scores, Agent Productivity Metrics.
• Partner with Operations Managers and Team Leads to identify performance opportunities.
• Conduct root cause analysis on key operational challenges.
• Support coaching efforts through agent and team-level reporting.
• Collaborate with QA and Training teams to identify coaching opportunities.

Performance Analytics Specialist

Account Executive

• Guidare la performance di vendita ed eseguire la strategia commerciale in tutto il territorio assegnato
• Costruire, sviluppare e mantenere solide relazioni con i centri acustici indipendenti
• Promuovere e dimostrare le soluzioni uditive di Sonova
• Collaborare con i team interni per offrire un'esperienza eccellente al cliente
• Gestire le opportunità con i clienti, le previsioni di vendita
• Pianificare ed eseguire visite ai clienti
• Supportare le negoziazioni commerciali e le attività amministrative di vendita

Senior Sales Representative

Customer Support

• Provide expert technical and clinical support to Advanced Bionics cochlear implant recipients through phone, video, chat, email, text, Microsoft Teams, and Zoom.
• Troubleshoot cochlear implant devices, accessories, Bluetooth connectivity, consumer applications, and online portals.
• Guide newly implanted recipients through product orientation, rehabilitation resources, device setup, and ongoing product education.
• Partner closely with Customer Service, Clinical Specialists, Audiologists, and Field Teams to ensure exceptional recipient outcomes.
• Assist recipients with myABOnline and other digital consumer platforms.
• Assess recipient satisfaction and identify opportunities for equipment upgrades, accessories, service contracts, or second-side implantation discussions.
• Document recipient interactions and communicate recommendations with clinical teams when appropriate.
• Maintain exceptional recipient satisfaction while meeting key performance indicators (KPIs) related to service quality and responsiveness.
• Serve as the first point of escalation for complex recipient questions and technical issues.
• Train, coach, and mentor new Recipient Support Specialists.
• Lead KPI reporting and contribute during team performance meetings.
• Support continuous process improvements and additional projects as assigned.

Senior Recipient Support Specialist

Director

• Define the global B2B digital strategy
• Own the vision and roadmap for the digital customer journey across discovery, onboarding, engagement, service, and loyalty
• Deliver consistent customer experiences across websites, HCP portals, e-commerce platforms, and connected digital applications
• Own the global B2B digital product portfolio
• Lead UX, digital content strategy, SEO, conversion optimization, and digital product management
• Drive continuous improvement of customer-facing platforms
• Partner with Commercial, Marketing, and Sales teams to digitize customer interactions
• Develop digital capabilities supporting lead generation, onboarding, pricing, and partner enablement
• Define KPIs across the customer journey
• Build a data-driven operating model using customer analytics, digital insights, and performance metrics
• Own the B2B technology ecosystem, including portals, e-commerce platforms, CRM, MarTech, CMS, customer data platforms, and analytics solutions
• Collaborate with Marketing, Sales, Product, IT, Data, R&D, and Regional teams to align priorities and deliver global initiatives
• Lead and develop a multidisciplinary global team

Senior Director, B2B Journey Digitization

Sales

• Soutenir nos centres auditifs en tant que premier point de contact et fournir des conseils, du coaching et de l’expertise afin d’assurer le bon déroulement des activités quotidiennes
• Répondre aux questions des collègues et proposer des solutions efficaces, en étroite collaboration avec les différents services internes
• Assurer le traitement et le suivi corrects de la facturation auprès des différentes parties prenantes, en veillant à une gestion rigoureuse des dossiers et à un accompagnement orienté solutions
• Assurer le suivi, l’évaluation et l’optimisation des processus administratifs afin de garantir une excellente qualité de service interne

Sales Service Agent

Account Manager

• Suivre vos clients et les former sur nos nouveaux produits et services.
• Ambassadeur de la marque, vous êtes la Référence commerciale et technique sur votre territoire.
• Travailler en étroite collaboration avec des audiologistes et leurs équipes.
• Développer les ventes de votre portefeuille clients et prospecter de nouveaux comptes.
• Négocier les conditions tarifaires pour gagner de nouveaux marchés.

Performance Analytics Specialist

Senior Sales Representative

Senior Recipient Support Specialist

Senior Director, B2B Journey Digitization

Sales Service Agent

Account Manager, Audiology Support