Customer Experience Manager - Multiple Sclerosis

About the Role

We are seeking a highly motivated and visionary leader interested in shaping the management of people with Multiple Sclerosis.

Responsibilities

• Mapping and segmenting accounts and developing in-depth knowledge of each identified key account including strategic goals, value drivers, relevant business metrics, and unique emerging needs
• Understanding key accounts’ critical stakeholders (e.g., MS Specialist, General Neurologist, MS Nurse and key decision makers), their roles, org structure and how they influence each other in the ecosystem to ensure account / departmental coordination
• Developing strategic account plans including prioritization, based on identified barriers to address and opportunities
• Co-creating solutions with accounts’ key decision-makers to remove operational barriers and supporting screening and monitoring initiatives
• Leveraging omnichannel approach (e.g., F2F, digital channels, portals, etc.) to ensure a high-touch and personalized engagement with key accounts and other stakeholders
• Collaborating with cross-functional field-based teams (e.g., Market Access) in leading discussions on product access and formulary inclusion, administrative flows definition, and more generally to proactively address accounts’ needs and ensuring effective pull-through
• Engaging with HCPs and broader set of stakeholders who play a critical role in the patient pathway to convey an effective narrative on disease progression and create general disease awareness pre-launch and treatment options post-launch, leveraging innovative value story techniques and tailoring engagement to stakeholders’ level of maturity
• Informing customer segmentation and customer portrait / persona creation by sharing insights collected on the field

Qualifications

Education

BA / BS degree in pharmaceutical science.

Experience

Minimum of 3-5 years Sales experience in Neurology (Preferably Multiple Sclerosis). Experience in driving successful product launches, with a proven track record of achieving sales targets and building strong customer engagement from launch.

Soft Skills

Technical Skills

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