Assoc Director, Field Medical CRM Optimization

About the role

The Associate Director, Field Medical CRM Optimization, will be responsible for delivering CRM, Reporting & Analytics, Veeva Link, and Omnichannel capabilities for the US field-based medical teams. This role will partner with various functions including Field Medical leadership, Operations, AI Platforms, and IT to prioritize, design, and implement solutions.

Responsibilities

• Develop and execute roadmaps for the advancement of CRM, Veeva Link/HCP Universe, MSL OnDemand and other related capabilities.
• Become the core participant in Omnichannel Program to gather requirements, recommend leveraging of existing solutions and determine best course for development of new solutions, including next-gen CRM projects.
• Clearly articulate and shape business processes and requirements, working with JJT and business partners to implement.
• Identify and oversee the resolution of any potential issues impacting systems or business functions.
• Manage partnerships with IT counterparts to ensure timely delivery of system changes with high attention to quality and user experience.
• Perform and oversee testing to ensure successful launch of capabilities.
• Manage and execute administrative changes to systems such as product catalog changes, topics, key messages, profiling surveys, etc.
• Leverage and integrate external data and advanced analytics to facilitate Account Planning, Capacity Planning and Segmentation activities.
• Serve as lead on Account Management and Profiling projects.
• Lead ongoing support and training programs for Field Medical tools, including ongoing and new hire training.
• Oversee issue escalation and ensure adequate support processes are in place to minimize disruption and drive adoption.
• Partner with Engagement.AI and JJT teams to shape and deliver field alignment changes, including expansions and standing up new divisions.
• Develop and execute innovative approaches using new or existing processes and solutions.
• Works with business owners to present new ideas to drive business efficiency and effectiveness.

Requirements

• Minimum of a Bachelor’s degree is required. Master degree preferred.
• Minimum of seven (7) years business or related experience is required.
• Ability to prioritize and lead multiple projects is required.
• Identify opportunities to reduce manual effort through AI-driven automation and intelligent orchestration.
• Measure ROI of AI capabilities in CRM specific to field medical teams.
• Translate business goals into AI use cases and modelling requirements.
• Ensure proper training and monitor user adoption.
• Pharmaceutical / healthcare experience is required.
• Experience with Veeva, Salesforce.com or other CRM technology is required.
• Preferred Experience with Medical Science Liaisons or Commercial Operations functions is preferred.
• People management experience is preferred.
• Data analysis and report development (ex. Tableau, PowerBI) experience is preferred.
• Ability to build strong partnerships with all levels across the organization, as well as to interact effectively with senior management is preferred.
• Ability to think strategically about the intersection of technology and business processes and determine new solutions is preferred.
• Excellent oral, written and presentation skills with ability to write communications for a variety of audiences is preferred.
• Understanding of regulatory and health care compliance guidelines with regards to processes and systems is preferred.

Qualifications

• Education Qualifications / Requirements: Minimum of a Bachelor’s degree is required. Master degree preferred.

Pay

The anticipated base pay range for this position is $137,000 to $235,750 USD.

Benefits

• Medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.
• Consolidated retirement plan (pension) and savings plan (401(k)).
• Long-term incentive program.
• 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