Account Experience Specialist, New Orleans, LA

UCB•New Orleans, LA

10h•$78,000 - $118,000•Hybrid

About The Position

UCB is seeking an Account Experience Specialist (AES) for its Rare Syndromes-U.S. Epilepsy Team, serving a geography that includes the New Orleans area, Oklahoma City, Oklahoma, and Little Rock, Arkansas. Candidates should reside in the New Orleans area. The AES is the primary in-office liaison for RARE EPILEPSY Risk Evaluation and Mitigation Strategy (REMS) education and onboarding, helping progress patients procedurally to active therapy and serving as a key link between healthcare accounts and an external specialty pharmacy partner. The role supports REMS and ONWARD patient service programs by educating healthcare providers, office staff, and caregivers or patients; coordinating local care; reviewing patient cases; addressing procedural barriers; and supporting safe, timely therapy initiation. Stakeholder training is delivered in person and by audio conference. The position requires travel up to 80%, including overnight stays as needed, and collaboration with cross-functional partners such as Key Account Managers, specialty pharmacy partners, and medical science liaisons. UCB describes its work approach as hybrid-first, with 40% of time spent in the office unless the nature of the position or job description precludes this. The anticipated base salary range is $78,000–$118,000 per year; actual offers may vary based on factors including geography, knowledge, skills, experience, and internal equity.

Requirements

Bachelor's degree (BA/BS).
At least 2 years of Biotechnology/Biopharmaceutical account management or sales experience.

Nice To Haves

Master’s degree or other advanced degree.
Proven, documented record of delivering consistent qualitative and quantitative results.
Two years of rare/orphan drug experience, or significant account management or sales experience in CNS/neuroscience.
Experience promoting products specific to CNS/neuroscience, including epilepsy.
Relationship-building and clinical experience, with the ability to clearly communicate complex processes.
Demonstrated ability to quickly identify and resolve issues and conflict to enhance customer experience.
New product launch experience.
Specialty pharmacy and/or REMS experience.
Experience in other biopharmaceutical industry functions, such as managed care, marketing, field sales, or case management.

Responsibilities

Provide clinical and procedural education on the RARE EPILEPSY REMS and ONWARD patient service programs to healthcare providers, office staff, caregivers, and patients.
Build stakeholder relationships and help healthcare provider offices navigate the post-referral REMS process to support compliance and patient safety.
Identify and address procedural barriers and issues that delay therapy initiation, collaborating with broader teams to resolve them.
Coordinate care with internal and external teams at the local level to support patient onboarding and treatment activation.
Conduct patient case reviews with local healthcare providers, office staff, field teams, and specialty pharmacies to mitigate delays and improve the ONWARD patient support program.
Present and deliver training to neurology and ECHO offices in person and via audio conferences; prepare materials, answer questions, and follow up as needed.
Provide regular feedback to internal teams to improve ONWARD and REMS processes and the patient journey.
Travel up to 80%, including overnight stays as necessary.
Collaborate with cross-functional partners, including Key Account Managers, specialty pharmacy partners, and medical science liaisons.
Support strategic account management by addressing stakeholder and caregiver needs in real time.