What are the responsibilities and job description for the Customer Engagement Lead - West position at TSP (A Syneos Health Company)?
Location: Minneapolis, MN, United States
Date Updated: Dec 20, 2024
Job ID: 7239-OTHLOC-CR1wYfw6
Description
TSP is engaged in a direct hire search for a top 10 Global Pharmaceutical Company
The client is becoming a more customer-centric organization while bringing an enterprise mindset to our ways of working. The US healthcare ecosystem is ever changing and so must the client in terms of how we best work with customers amidst continued consolidation in the industry. The next important step on this journey is upon us. We’re establishing a team that will explore how we can apply the power of our portfolio to creating stronger and more effective relationships with key organized providers / customers. An Organized Provider Account Strategy team is being stood up to test and learn then later scale a customer-centric engagement model that delivers solutions to sophisticated systems.
The Customer Engagement Lead (CEL) will lead a team of Organized Provider Account Leads as a player/coach. This team will collectively own and is accountable for the client’s Commercial Strategic account plan as a deliverable, with a focus on above brand and cross-portfolio opportunities. The CEL will cultivate relationships among C-suite and population-based decision makers (PBDMs) and execute strategies that drive brand growth and improve healthcare for the key accounts. Internally to the client the CEL will routinely interact and collaborate with cross-functional stakeholders to improve engagement in the accounts. S/he will coordinate with Medical Account Leads to deliver a cross-functional account plan that encompasses both commercial and medical objectives in a compliant manner. Additionally, the CEL will work with the Account Based Solutions Team to develop a customer needs assessment, identify, and deliver commercial value propositions while bringing voice of customer into the client to build strategies, including contract and resources.
Responsibilities:
- Direct and manage the team while representing the Organized Provider Accounts Strategy function as a member of the leadership team.
- Collaborate with direct reports at the account level.
- Works in tandem with Account Based Solutions Head to share learnings and develop solutions.
- Owns the co-creation of solutions with customers.
- Establish and grow trust-based relationships with external stakeholders to generate revenue through genuine partnerships within the client’s largest and most complex customers.
- Assume the leadership role within assigned accounts, providing overall account leadership to cross-functional team members.
- Develop a thorough understanding of the customer’s business drivers and priorities as well as their challenges and opportunities. Maintain a working knowledge of the customer’s business model, strategic goals and objectives, and financial levers to identify/qualify high value opportunities (cross and above brand) within their accounts.
- The CEL is responsible for pull through of the account plan while functioning as the central focal point for communications regarding account planning, strategy, collaboration, resource allocation and customer engagement.
- Organize and deploy the appropriate resources within the client to drive value co-creation with customers.
- Accountable for the development of strategic engagement opportunities with KOLs within assigned accounts.
- Demonstrates leadership with local field teams, cross-functional partners, and internal leadership.
- Gathers insights from aligned accounts and serves as a rapid conduit of information back to the broader organization
- Collaborates with Marketing on key initiatives and demonstrates the ability to execute marketing plans across the client’s product portfolio.
- Establish & monitor KPIs on relationship health & system of care engagement and participates in regular business reviews.
Basic Qualifications:
- BS/BA degree
- Minimum 7 years of pharmaceutical or biopharmaceutical experience
- People Management Experience
- Account management experience
Preferred Qualifications:
- MBA degree
- Strongly desired at least 2 years of experience in Oncology and/or Specialty and or Vaccines
- Broad understanding of health system business, decision making processes & market trends with a proven track record of accessing C-suite to D-suite decision makers
- Technical knowledge of health care reimbursement from a patient and provider perspective
- Experience with regional and national payers
- Experience developing strategic plans with internal stakeholders utilizing health system market data and knowledge
- Experience working within framework of patient privacy laws including HIPAA and similar state laws
- Demonstrated ability to identify issues quickly and develop recommendations to resolve in a timely, compliant manner
- Presentation skills: Ability to convey ideas clearly and succinctly to groups and/or individuals
- Self-directed and organized with the ability to adapt and change in a shifting environment
Candidates should live near a major airport and be able to travel up to 50%. Optimally candidates will live in one of the following states (Arizona, California, Colorado, Illinois, Minnesota, Texas).
TSP Talent Solutions and our customers are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)
