Account Representative (Ontario)

Position Summary

The Account Representative is responsible for retaining and growing revenue within an allocated portfolio of member pharmacies and other designated customer accounts in the assigned region. Through proactive relationship management and a consultative, value-based sales approach, the representative delivers ongoing value to pharmacies by connecting their compounding practice and business needs with relevant PCCA products, education, services and support.

The role identifies, develops and closes sales opportunities within assigned accounts and collaborates with sales support to ensure timely resolution of customer needs. The assigned portfolio may evolve over time through account referrals from the Business Development Representative or National Account Manager, transfers of account responsibility, and adjustments based on workload, account needs and travel efficiency.

Essential Responsibilities

Member Retention and Account Development

• Own retention and growth objectives for specifically assigned accounts within the assigned region through proactive outreach, membership engagement, adoption and appropriate utilization of PCCA products, education, services and support.

• Build relationships with pharmacy owners, pharmacists, compounding teams and other relevant decision makers 

• Conduct regular account reviews to understand pharmacy needs and business priorities, assess membership engagement and utilization, identify retention risks, and develop opportunities for account growth

• Develop and maintain practical account plans with clear retention priorities, growth opportunities and agreed next steps. Prioritize outreach and visits across the assigned portfolio based on retention risk, growth potential and customer needs, protecting time for proactive account development.

• Identify declining purchasing, reduced engagement, competitive concerns and other retention risks; coordinate timely action with the appropriate internal teams.

• Connect pharmacies with relevant PCCA products, education, services and support that align with their compounding practice and business objectives.

Sales Opportunity Management/New Business Development

• Identify, qualify, develop and close opportunities within assigned accounts

• Conduct structured discovery conversations using established questioning principles (i.e. SPIN) to understand pharmacy needs and business challenges, present value-based recommendations, respond to objections and follow opportunities through to a customer decision

• Use Sandler-style up-front agreements to establish meeting objectives and intended outcomes; confirm clear next steps, responsibilities and follow-up timing with customers

• Maintain ownership of assigned opportunities through the customer decision, seeking an appropriate buying commitment and coordinating internal support while maintaining continuity of the account relationship.

• Maintain accurate CRM records, including account plans, customer interactions, retention risks, opportunity forecasts and next actions

• Engage the National Account Manager early on major or complex opportunities and strategic account risks, including lab renovations, cleanrooms, physician events, national partnership opportunities, highly complex negotiations, and pricing or contract exceptions outside the representative’s approved authority. Maintain continuity of the assigned account relationship and agree on responsibilities and next steps.

• Assume responsibility for accounts referred or transferred by the Business Development Representative or National Account Manager, with a coordinated handover confirming account priorities, open opportunities, retention risks and ownership of next steps.

Team Collaboration

• Serve as the first field-based relationship contact for assigned accounts, identifying and responding to account concerns and local opportunities. Coordinate service, order and operational resolution with Sales Support, Operations or the Sales Support Manager without becoming the default service desk or assuming order placement responsibilities

• Collaborate with the Business Development Representative on local or segment-specific prospecting and new business opportunities, with clear agreement on lead follow-up, account handovers and ownership of next steps.

• Share relevant customer feedback, competitive insights and market needs with leadership and sales team

• Establish working relationships with colleagues interdepartmentally to ensure client needs are communicated and followed up appropriately

Travel and Account Coverage

• Conduct scheduled virtual account meetings and targeted in-person visits within the assigned region based on account needs, retention risk, opportunity potential and travel efficiency.

• Participate in tradeshows, educational programs and customer or company events as assigned; document and follow-up on resulting opportunities with the appropriate sales colleague.

• Overnight travel will be required with frequency and expected proportion of time away from home base confirmed based on assigned region and visit expectations

Qualifications

• 1–3 years of relevant sales or account-management experience, or equivalent experience demonstrating proactive customer engagement and sales capability.

• Demonstrated ability to uncover customer needs, explain value beyond price, respond to objections and follow sales opportunities through to a customer decision.

• Strong communication, listening, relationship-building, organization and follow-through skills.

• Ability and willingness to learn pharmacy compounding, PCCA products and services, and the needs of member pharmacies.

• Ability to communicate clearly and credibly with pharmacy owners and healthcare professionals, verify technical information, and involve appropriate specialists when questions extend beyond the representative’s knowledge or authority

• Demonstrated coachability, including the ability to apply feedback, learn new products and sales approaches, and take accountability for agreed actions and outcomes. Sound judgment about when to work independently and when to engage a senior colleague or specialist.

• Proficiency with CRM software, Microsoft Office and virtual meeting tools.

• Bachelor’s degree preferred; equivalent education and relevant experience will be considered.

• Pharmacy, compounding, pharmaceutical, medical device or other healthcare experience is an asset.

Certifications:

• Valid Driver’s License

• Formal Sales Training, an asset

Physical Requirements

• Ability to travel to pharmacy, customer and event locations and walk moderate distances between vehicles and meeting locations.

• Ability to stand for extended periods, including up to eight hours during tradeshows or events.

• Any additional event setup, material-handling or lifting requirements must be confirmed before posting.

Who We Are

PCCA helps pharmacists and prescribers create personalized medicine that makes a difference in patients’ lives. As a complete resource for independent compounding pharmacists, PCCA provides high-quality products, education and support to more than 3,000 pharmacy members throughout the United States, Canada, Australia and other countries around the world. Learn more at www.pccarx.com.