Associate Director, CRM Operations and Account Management

Johnson & Johnson•Titusville, NJ

20h•Hybrid

About The Position

Johnson & Johnson is currently seeking an Associate Director, CRM Operations and Account Management to join our Customer Engagement & Digital Transformation team, located in Titusville, NJ. About Innovative Medicine Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow. Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way. Learn more at https://www.jnj.com/innovative-medicine The Associate Director, CRM Operations and Account Management serves to refine existing processes and implement new capabilities in the Account Management area. The role will partner closely with FEDO, JJT and account management roles across therapeutic areas and the Strategic Customer Group, identifying improvements that focus on efficiency, improved collaboration and deeper customer insights. In addition to an Account Management focus, this role will oversee vendor partners and potential direct reports to manage CRM Operations and Training. This position will report to Director, CRM and OmniChannel Optimization.

Requirements

A miminum of a Bachelor's Degree is required.
At least 7 years of experience, with 5 years of pharmaceutical industry experience required
Experience with CRM systems and solutions is required
Deep knowledge of industry CRM solutions
Knowledge of key account management processes, such as cross-team collaboration and account planning
Experience in managing data and reporting requirements
Experience gathering requirements from user communities and translating to solutions
Expertise in designing and delivering training and change management to drive adoption with new solutions
Ability to learn and apply industry trends/domains and end user needs
Demonstrated ability to influence in a large and matrixed organization required
Experience in managing a backlog/release plan, assigning priority and executing with high quality and efficiency
Excellent communication and training skills required

Nice To Haves

Coaching
Collaborating
Developing Others
Efficiency Analysis
Inclusive Leadership
Leadership
Managing Managers
Marketing Integration
Market Savvy
Operations Management
Process Optimization
Sales
Sales Enablement
Sales Support
Solutions Selling
Strategic Thinking
System Integration

Responsibilities

Leads design and delivery of all Key Account Management capabilities in iCONNECT and related systems. Works with business partners to define requirements, prioritize and implement.
Sets Product Roadmap and leads development effort, in partnership with JJT, for all capabilities in iCONNECT and other identified systems.
Key contributor to CONNEXT (Next-Gen CRM program) specifically in areas of Account Management, Customer Engagement and Territory Management.
Partners with SCG and KAM leadership to develop strategy for initial deployments, ongoing adoption and continuous improvement/enhancements.
Partnership and key influencer with CRM Training team and SL&D to support end-user Change Management for identified solutions.
Partners across StAT to ensure effective implementation of KAM capabilities where there is impact to other tools or data/reporting platforms (e.g. Wizard, MDP, CDP, etc.) Recommends solutions and establishes consensus across teams, including JJT.
Coordinate with FEDO and Customer Master teams to improve account data quality and territory alignment processes for Key Account teams. Identify other data quality best practices and implement with these teams, leveraging mature demand-generation processes where possible.
Develops partnership with JJT counterparts to ensure timely delivery of system changes with high attention to quality and user experience. Sets priorities to align with organization’s priorities and strategic roadmap.
Liaison with key partners to obtain deep understanding of all KAM initiatives and goals, to coordinate solutions across the enterprise.
Manage partnership with key vendors (e.g. Veeva, Salesforce) to obtain subject matter expertise to available capabilities, with knowledge of and impact to product roadmaps.
Manage relationships with consultant partners involved with KAM strategy and/or execution.
Provide reports/data extracts on ad hoc basis, or assists teams in interpreting CRM data used in other reporting.
Potential to supervise one direct report (M1) and/or one business analyst (may be a contractor.)
Oversee CRM Operational processes and Training programs, with support from vendor partners.

Benefits

medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
Company’s consolidated retirement plan (pension) and savings plan (401(k)).
Vacation –120 hours per calendar year
Sick time - 40 hours per calendar year; for employees who reside in the State of Washington –56 hours per calendar year
Holiday pay, including Floating Holidays –13 days per calendar year
Work, Personal and Family Time - up to 40 hours per calendar year
Parental Leave – 480 hours within one year of the birth/adoption/foster care of a child
Condolence Leave – 30 days for an immediate family member: 5 days for an extended family member
Caregiver Leave – 10 days
Volunteer Leave – 4 days
Military Spouse Time-Off – 80 hours