Customer Upgrade Sales Specialist

Change people’s lives and love what you do! Cochlear is the most recognized brand in hearing health care.

Customer Upgrade Sales Specialist

(Internal title: Upgrade Solutions Specialist I)

Position Spotlight:

• Create a concierge-like customer sales experience to support the recipient sound processor upgrade process
• Collaborate with internal and external teams to increase regional upgrade sales penetration rates.
• Once fully trained a hybrid work environment with a combination of in-office and work from home
• Bilingual English/Spanish preferred

Change people’s lives and love what you do!  Cochlear is helping people hear, and be heard, all over the world and is the most recognized brand in hearing health care.

About the role:

As Cochlear continues to grow and service our customers, we are recruiting for an Upgrade Solutions Specialist in our Americas head office based in Lone Tree, CO.

The Upgrade Solutions Specialist's objective is to work in close partnership with clinicians, recipients, and Cochlear’s internal teams to ensure recipients using older technology gain timely access to the latest hearing solutions—enhancing their ability to hear and improving their overall quality of life. This role is essential to achieving the Recipient Sales Department’s revenue goals by having direct responsibility of an end-to-end upgrade funnel and ensuring orders successfully progress from intake to shipment. You will be responsible for processing upgrade orders submitted or requested by a recipient’s clinician via email, delivering a concierge-level upgrade experience that creates strong business value and a positive customer journey. This position also executes relationship-based, needs-satisfaction sales strategies through 1:1 upgrade educational sessions tailored to each recipient’s unique situation, leverages outbound calling strategies, and manages the inbound professional upgrades queue. Success in this role is measured by your ability to collaborate effectively across clinician relationships, recipient engagement, and internal Cochlear teams to drive upgrade revenue and deliver exceptional service.

Key Responsibilities:

• Employ needs-satisfaction selling strategies to create a concierge-like customer sales experience; communicating through email, virtual meetings, over-the-phone and sometimes in-person.
• Collaborate with field teams, marketing teams and regional professional teams to increase regional upgrade sales penetration rates.
• Provide meaningful recipient engagement by building strong relationships to implement recipient upgrade sales and marketing strategies designed to support the recipient experience, including, but not limited to conducting in and out of market virtual appointments (1:1 or 1:Many) designed to educate recipients on how to upgrade, how to use their insurance benefits and what hearing benefits they can experience with new technology.
• Provide timely, reliable, and accurate information to clinicians about their patients and their upgrade experience so that they become a trusted resource with all things relating to upgrades

Schedule:

Flexible schedule between 7:00am-6:00pm, Monday through Friday. To best serve our customers, occasional overtime may be required. Once fully trained this role offers a hybrid work environment with a combination of in-office and remote work from home.

Key Requirements:

To add value to Cochlear in this role you'll be able to meet and demonstrate the following knowledge, skills and abilities in your application and at interview:

· Bachelor’s degree or equivalent work experience

· 2–3 years of customer service and/or sales experience

· Experience hosting appointments and meetings through virtual and phone channels (1:1 format)

· Demonstrated ability to work independently with minimal supervision

· Experience using order management and CRM systems (e.g., Oracle, Salesforce, Brightree or similar platforms)

Salary and Benefits:

In addition to the opportunity to develop your knowledge and grow professionally, we offer competitive wages and benefits.

• Target Salary Rate: $28.00 - $30.00 per hour based upon experience, as well as a Bonus opportunity of $15,000. Compensation offered to candidate may vary based on work experience, education and/or skill level.
• Benefit package includes medical, dental, vision, life and disability insurance as well as 401(K) matching with immediate vesting, Paid Time Off, tuition reimbursement, maternity and paternity leave, Employee Stock Purchase Plan and pet insurance.

Who are we?

Human needs have always been our inspiration, ever since Professor Graeme Clark set out to create the first multi-channel cochlear implant because he saw his father struggle with hearing loss. We always start with people in mind – thinking about their needs.

For this reason, our products, services and support will continue to evolve and improve. We are by our customers’ side through the entire hearing journey, so they can experience a life full of hearing. Our employees tell us that the number one reason they enjoy working for Cochlear is the opportunity to make a difference to people’s lives and working in an organization where they can be part of bringing the mission to life each day.

Physical & Mental Demands

The physical and mental demands described below are representative of those that must be met to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the individual is regularly required to be in a stationary (seated/standing) position; utilize business technology for work product delivery, communicate orally and in writing with others internal or external to the organization, utilize problem solving/critical thinking skills to discern and convey information. The individual is regularly required to utilize comprehension, critical thinking, communication, problem solving, organization reasoning, relating to others and discernment of items such as product specifications, procedures, and processes to customers (whether internal or external). Influence, organization/classification of information and planning are also required.

The work environment is a home/office environment and are representative of those individual encounters while performing the essential functions of this job.

Apply now by completing your application form online. Applicants must meet the job specific application criteria to be considered. Visit our careers site at www.cochlear.us/careers to learn more. 

Cochlear Americas is an Equal Opportunity Employer. We will provide reasonable accommodations for qualified individuals with disabilities.  If you require accommodation with completing the online application, please contact us via web or phone at 303-264-2549.

Application deadline: October 10th, 2025.