JAN HEARN - Some things don't change

Many of the communication and relationship-building skills that made Jan Hearn a great sales rep for nine years now make her a great corporate account manager. Promoted three years ago by Thousand Oaks, CA-based Amgen Inc., Hearn now works with corporate pharmacy staff, medical directors, CEOs, CFOs and COOs at five major integrated healthcare systems in three states to gain access and coverage for Amgen products. Although this new role required Hearn to undergo extensive training and master new skills, many challenges of relationship-building in the corporate environment aren't so different from those she faced as a rep.

Achieving productive dialogue can still be difficult. "You don't just walk into a CEO's office, sit down and talk. Just like a pharmaceutical rep, I need to build credibility, and I need to be sensitive to their time and needs." And like reps, Hearn must gain an in-depth knowledge of her customers and their business before she can meet those needs. "What are their goals? What are their mission statements as an organization?"

Although her customers are different, Hearn's goals in relationship-building now are the same as they were three years ago: "Just like in a pharmaceutical rep position, you reach that time in a relationship when you've earned credibility and respect from the customer, and you're able to advance to a long-term partnership. When you're able to spend time with a CEO talking about the value your company provides to patients, hospital and corporate staff, and the healthcare system, that is truly a win."