Customer Experience Manager, Central/West - Remote Sales - 2669633

As the only global provider of commercial solutions, IQVIA understands what it takes to deliver nationally and internationally.  Our teams help biopharma, medical device and diagnostic companies get their therapies to the people who need them. We help customers gain insight and access to their markets and ultimately demonstrate their product’s value to payers, physicians and patients. A significant part of our business is acting as the company’s sales force to physicians or providing nurses to educate patients or prescribers. With the right experience, you can help deliver medical breakthroughs in the real world.

IQVIA has the world’s largest Commercial Sales & Medical Solutions (CSMS) organization dedicated to the launch and marketing of pharmaceutical and medical products. With a focus on providing talent for field/inside sales, medical device support, clinical support, and medical affairs our CSMS division has 10,000+ field professionals in more than 30 countries addressing physician and patient needs.

The Synvisc team is evolving the way we operate and has designed a business model that can be responsive to fast-changing customer needs to deliver the right solutions at the right place at the right time. As part of an agile team, you will work to determine; clear goals, actions, and measures in addition to prioritization of activities that will deliver customer centric solutions for the delivery of Synvisc and Synvisc One.

Your role will be to operate strategically in prioritized accounts to deliver valued omnichannel engagement solutions with a group of clearly defined key stakeholders in a specific geography for Synvisc, which will result in an increase in the number of patients benefiting from our medicine.

As Customer Experience Manager, you will have an expert understanding of Key Account Management & how to implement a local plan, gather insights and turn them into potential initiatives for customer groups which delivers growth, profitability and increases customer experience.

The Customer Experience Manager is responsible for engaging HCP’s, PA’s, C-Suite leaders and other key customers within a large geography while presenting clinically focused selling message. In addition the individual will provide essential customer service to create and grow revenue and consistently deliver product goals. CEMs will act as an “account orchestrator” to provide a more cohesive customer experience utilizing digital tools of engagement. The CEM will demonstrate initiative, drive, and independence, and take ownership for meeting and exceeding individual business goals. Lastly, you will identify opportunities for continuous improvement to help the team work better and smarter.

Main Tasks:

• Responsible for growing 100-200 key Synvisc accounts through proactive account management to key stakeholders within each account. Starting with the development of a pull through plan for key systems and dissemination of promotional materials through Phone, Email and Direct Mail.
• Managing existing contracts to ensure ordering in line with tier pricing structure.
• Placing customer orders and directing customers to Specialty Distributor selling platforms.
• Prospecting new business opportunities and creating new customer agreements.
• Maintaining Account Map and Contact Tool and monitoring account performance.
• Job will be primarily virtual however ability to conduct live C-Suite Meetings when necessary.
• Identify and analyze impediments to performance including outside interference and guide teams towards solutions in a commercial environment, using digital and data analytics.
• Use innovative tools and technology to enhance the learning experience and assists others with adopting new technology solutions.

Basic Qualifications: 

• Valid Driver's License.
• A minimum of 5+ years of pharmaceutical, biotech or medical device sales experience required
• Account Management Experience in Orthopedics, Medical Surgical or complex account selling required .
• Proven success and positive track record of consistent sales performance in complex markets with diverse customer segments operating with a high degree of integrity.
• History of successfully influencing customers using virtual tools and resources.
• Demonstrate experience working in cross functional team and stakeholders to drive business solutions and models to sell and engage to customers.
• Experience working across a variety of customer channels and profiles.
• Experience with using AI and/or digital tools to adapt engagement style to customer needs.
• Demonstrated ability to use data and data analytics by unearthing valuable insights from data that can help lead to new solutions for the customer.
• Demonstrated ability to learn and apply technical and scientific product-related information.
• Demonstrate a passion and learning aptitude for science and is proactive in strengthening knowledge related to disease-state, treatment options and healthcare trends.
• Highly organized with strong account management skills.
• Strong commercial business acumen, strategic, critical thinking/problem solving and innovative thinking capabilities.
• Excellent interpersonal skills and communication skills, ability to develop important relationships with key stakeholders.
• Must achieve and maintain compliance with all applicable regulatory, legal, and operational rules and procedures, and require the same of his/her team.

Preferred Qualifications:

• A minimum of 7+ years of pharmaceutical, biotech or medical device sales experience.
• Strong organizational skills with the ability to adapt to change in a fast-paced environment

Technical skills:

• Proficient in Microsoft Office Suite (Outlook, PowerPoint, Word, Excel)
• Experience with Power BI and Veeva CRM
• Education: BA/BS Degree required
• Language Requirements: Fluency in English
• Physical Requirements: n/a
• Travel: Ability to travel up to 10% of time throughout the nation, to home office and meetings/conventions as necessary
• Candidates must complete all fleet safety training and must maintain an acceptable driving record regarding accidents and incidents.

What’s in it for you?

IQVIA offers a wide array of benefits to support our employees and their families. Best of all, we offer a comprehensive benefit plan that is effective day one! This includes, but is not limited to, Health, Dental, Vision, 401k, Tuition Assistance, and Discretionary Time Off. Ask your Recruiter for additional information.

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

#LI-CES

IQVIA is a leading global provider of clinical research services, commercial insights and healthcare intelligence to the life sciences and healthcare industries. We create intelligent connections to accelerate the development and commercialization of innovative medical treatments to help improve patient outcomes and population health worldwide. Learn more at https://jobs.iqvia.com

We are committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. https://jobs.iqvia.com/eoe

IQVIA’s ability to operate and provide certain services to customers and partners necessitates IQVIA and its employees meet specific requirements regarding COVID-19 vaccination status. https://jobs.iqvia.com/covid-19-vaccine-status

The potential base pay range for this role is $90,000 - $130,000 The actual base pay offered may vary based on a number of factors including job-related qualifications such as knowledge, skills, education, and experience; location; and/or schedule (full or part-time). Dependent on the position offered, incentive plans, bonuses, and/or other forms of compensation may be offered, in addition to a range of health and welfare and/or other benefits.