Account Experience Specialist, Miami, FL

About the Role

We seek an energetic and accomplished Account Experience Specialist (AES) to join our Rare Syndromes-U.S. Epilepsy Team for the Miami, FL geography. As an AES, you will be the primary in-office liaison for Risk Evaluation and Mitigation Strategy (REMS) education and onboarding. You'll facilitate the procedural progression of patients to active therapy, acting as the key link between accounts and our external specialty pharmacy (SP) partner. Your responsibilities will include conducting patient case reviews, manage outstanding requests, and ensuring compliance with REMS procedural requirements in a geography that includes Miami and southern Florida (including Tampa), and Puerto Rico.

What You'll Do

• Educate and Support: Provide clinical and procedural education for the REMS and ONWARD patient service programs to ensure understanding among healthcare providers (HCPs), office staff, and caregivers/patients.
• Build Partnerships: Establish and expand stakeholder relationships, helping HCP offices navigate the post-referral REMS process to ensure compliance and patient safety.
• Resolve Issues: Proactively address procedural barriers and issues delaying therapy initiation, collaborating with broader teams to diagnose and resolve problems.
• Coordinate Care: Work with internal and external teams to strategically coordinate care at the local level, ensuring a smooth patient onboarding and treatment activation experience.
• Conduct Reviews: Perform patient case reviews with local HCPs, office staff, field teams, and specialty pharmacies to mitigate delays and enhance the ONWARD patient support program.
• Deliver Training: Present and train stakeholders (neurology and ECHO offices) both in-person and via audio conferences, preparing materials, answering questions, and conducting follow-ups as needed.
• Provide Feedback: Offer regular feedback to internal teams to improve ONWARD and REMS processes, elevating the patient journey.
• Travel: Be prepared to travel up to 80%, including overnight stays as necessary.

Who You'll Work With

Collaborate effectively with cross-functional partners, including Key Account Managers, specialty pharmacy partners, medical science liaisons, and others. Play a key role in strategic account management, addressing and solving stakeholder and caregiver needs in real-time.

Minimum Qualifications

• Bachelor's degree required (BA/BS)
• Minimum of 2 years of Biotechnology/Biopharmaceutical account management or sales experience

Preferred Qualifications

• Master's degree or other advanced degree
• Proven, documented track record of delivering consistent qualitative and quantitative results
• 2 years of rare/orphan drug experience is highly preferred or significant account management or sales experience in CNS/neuroscience
• Promoting products specific to CNS/neuroscience, including epilepsy
• Strong 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
• Previous experience in other functions within the biopharmaceutical industry a plus (e.g. managed care, marketing, field sales, case management)

Pay

This position's anticipated base salary range is $95,000 - $124,000 per year. The actual salary offered may also vary depending on the candidate's geographic region, job-related knowledge, skills, experience, and internal equity, among other factors.

Schedule

This role is hybrid with 40% of your time spent in the office, unless explicitly stated otherwise in the description or precluded by the nature of the position.