Customer Facing Application (CFA) Strategy and Operations Senior Specialist

MSD•North Wales, PA

1d•Hybrid

About The Position

Reporting to the CFA Strategy and Operations Lead, the Customer Facing Application (CFA) Strategy and Operations Senior Specialist executes the strategic roadmap for US Commercial customer-facing applications, including the evolution of Veeva and Veeva Account Management. Through a deep understanding of customer-facing roles, including that of the Field Sales Representative and Key Account Manager, this individual will partner closely with internal stakeholders across business and technical teams, as well as external providers to evolve our strategic customer engagement model. The CFA senior specialist will directly contribute to the transformation to a bi-directional engagement model through our Veeva capabilities and processes for field representatives. The individual will condense the desired changes or strategic platform enhancement requests into consumable artifacts for distribution/sharing with impacted stakeholders to address both long and short-term issues facing field sales. The individual will represent the field facing channel to drive an omnichannel experience with our customers. The individual will triage and address operational issues that arise related to capability modifications. These capabilities align to key field sales competencies, namely, customer activity reporting, product promotion and business acumen. Success in this role will require strong project management skills and an effective partnership across many functions including Sales Leadership, Account Executive Leadership, US Market Operations, Technical, Training, Compliance and Communications teams. This role will ensure: Realization of the US Commercial CFA roadmap Drive an omnichannel experience with our customers representing the field facing channel CFA capabilities are functioning as intended Related business processes are executed to ensure capabilities continue to be fully realized Processes are aligned with compliance requirements Core strategic platform upgrades are prepared for from a business perspective Operational issues are triaged and addressed in a manner that meets the needs of the business

Requirements

Bachelor's degree
Strong project management skillset
Business analysis, problem solving, understanding of sales and marketing strategic priorities
Minimum 3 years’ experience in Sales/Marketing Operations, field sales, or account management
Demonstrated ability to collaborate, plan and execute
Experience in the development or implementation of capabilities (e.g., requirements definition, user acceptance testing)
Communication and cross-functional collaboration
Business process design/re-design
Strategic thinking, business acumen, problem solving, understanding of sales and marketing
Ability to negotiate and influence key stakeholders, and lead without authority
Strong verbal and written communication skills
High Compliance IQ: A strong understanding of field sales policy and compliance priorities within a pharmaceutical organization, including the ability to apply to a variety of real-world scenarios.
Ability to articulate customer-facing challenges or opportunities to simplify and improve processes to a large matrix cross functional team
Leadership Skills including: Entrepreneurship: Having patient and customer orientation; placing a high priority on the internal or external customer’s perspective when making decisions and taking action; implementing service practices that meet the customers’ and own organization’s needs.
Ownership and Accountability: taking ownership; setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed
Execution Excellence: taking prompt action to accomplish work goals, per compliance standards; taking action to achieve results beyond what is required; being proactive.
Strategic Planning - prioritizing and planning; establishing an action plan for self and others to complete work efficiently and on time by setting priorities, establishing timelines, leveraging resources
Change Catalyst: demonstrating adaptability; maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches and collaborating with others to make the change successful

Nice To Haves

Experience working in Veeva
Passion for working with technology products and solving consumer needs
Knowledge/experience with the US marketplace
Understanding of launch products and timelines

Responsibilities

Drive creation of planned approach, identify expert stakeholders for engagement and contribution to scope of work
Facilitate close collaboration with US Market Operations, Sales Operations, Communication and other critical stakeholder teams to execute against planned approach
Engage with legal, compliance, and other similar bodies to seek guidance and alignment on new/novel approaches for customer interactions with the field
Communicate with senior Sales and Account Leadership to align on approach, share progress, and for risk mitigation
Partnering with technical and/or strategic partners to lead the implementation of capabilities
Define and execute against a plan to measure success

Benefits

We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days.
More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.

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