The Associate Director, Sales Automation position requires a commercial operations leader who possesses strong business acumen, has a solid understanding pharmaceutical sales, marketing and managed markets business processes, pharmaceutical data sources, field force support, field force reporting, as well as a working knowledge of commercial technology enablers and practices.
As business owners of Customer Relationship Management (CRM) solutions including Field Force Automation (FFA), Business Reporting & Analytics (BI), Data Management (DW-MDM), Closed Loop Marketing (CLM), Workflow Automation (WFA), Call Center & Customer Service (CC) and other commercial applications, the Associate Director, Sales Analytics & Automation is responsible for providing enabling technologies for all in-line brands and launch planning support for future brands. Additionally, this position is the main POC between, Commercial IT, BAI and other commercial operations team ensuring strategic and tactical support for the sales organization.
As a member of the Sales Operations team, the Associate Director, Sales Automation leads the resolution efforts for field teams technical and business issues associated with their CRM tools or services. This includes but is not limited to field inquiry management, help desk escalations and triage, solutions related communications, training and change management. This role also serves as a key stakeholder in data governance efforts and is responsible for maintaining the integrity, compliance and quality of sales automation systems and data.
This position will be a strategic partner with Field Training and Development to design and conduct new hire training and other on-going and advanced training on sales force automation and enablement technologies. This position will also be responsible for leading Customer 360 efforts as they pertain to enablement of C360 insights to field forces. This position will work collaboratively with a cross functional Customer 360 team to drive and enable this critical organizational initiative.
The Associate Director, Sales Automation and Technologies position requires the ability to interact and influence cross-functionally with a variety of internal departments, co-promotion partners and outside vendors. The position has direct vendor and budget management responsibility. This position will be required to leading business requirements sessions, keep the organization apprised of advanced in sales technologies and be responsible for the evaluation of new CRM technologies to support current and future business strategies. This position is also responsible for leading project management of technology enhancements or new implementations, managing all aspects of the projects including; vendor management, project planning, leadership alignment, alignment with IT and user acceptance testing oversight.
This position will be expected to build a strategic partnership with the field sales teams to ensure an on-going understanding of utilization, effectiveness and future needs of our field sales technologies. They will be responsible for organizing and leading field focus groups, evaluating utilization and collecting feedback.
Business owner of Customer Relationship Management (CRM) solutions and represents the needs and interest of all Otsukas therapeutic area field forces and acts as primary point of contact to the field force for CRM specific communications and change management efforts. Works closely with field force leadership, collecting field force feedback on field technologies, processes and overall effectiveness. Tracks and communicates utilization and field support level metrics, ensures enhancement requests are prioritized with business objectives, authors communications for enhancements and leads change management efforts. Provides support and works closely with Sales, Marketing, Managed Markets, Field Force Effectiveness, Promotional Program Management, Legal & Compliance, Segmentation & Targeting, Business Analytics, Master Data Management, Information Governance, Co-Promoters and Business partners on defining business needs/requirements for field force automation initiatives. Works cross-functionally within Sales Operations to ensure that field technology strategies are aligned with broader organizational initiatives. Partners with Learning and Development on the delivery of Field Force New Hire Training and other required training for sales technologies. Works with SOPs & OIT and Business Service on overseeing Tier-1 helpdesk activities, and ensure user issues and questions are addressed in a timely manner with high quality. This includes training of help desk specialists, defining SOPs and SLAs, evaluating of help desk metrics, and proactively soliciting user feedback, etc. Partners with IT in the analysis, design and implementation of new CRM applications, enhancements, feature releases and special projects, including defining roadmaps and project plans, project status reports, issue logs, testing plans, training & transition plans, etc. Develops and maintains stringent quality control process and measures that ensure the accuracy of all CRM information disseminated to the field force. Assists maintaining the integrity of enterprise data systems and supports enterprise information governance efforts. Partners with IT to evaluate opportunities for improved efficiency and effectiveness of technologies include data processing, technology response times, etc. Serves as PM/PMO lead, manages tasks, dependencies, issues & risks across Sales Operations initiatives and formal projects, including the coordination with other commercial organizations, OIT, vendors, Co-promoters and other business partners to ensure completion on time and within budget. Supports system integration testing (SIT) and coordinates user acceptance testing (UAT) for CRM projects including authoring testing plans and test scripts, tracking testing results, defining tollgates and testing closure.
Required: BS/BA in Information Systems, Business Administration, Economics, Statistics, Management Science or Engineering. Minimum 10 years of Pharmaceutical industry experience in sales, marketing, managed markets, sales operations, commercial support or information management is required. Minimum 10 year of experience servicing, supporting or representing Pharma field force organizations. Experience managing or delivering field force automation solutions for the Pharma industry. High proficiency with pharmaceutical industry field force automation systems (e.g. Veeva, Siebel, Cegedim, etc.). Proficiency with Business Intelligence solutions (e.g. MicroStrategy, Cognos, Tableau, etc.). Comprehensive knowledge of and experience with pharmaceutical data sources (e.g. IMS, Master Data, Formulary Data). Proficiency with pharmaceutical data integration, aggregation, analysis and reporting. Strong customer service and support orientation. Solid individual and team management experience with experience managing cross functional teams. Excellent communication, collaboration, facilitation and presentation skills. Project Management (PM) and Program Management Office (PMO) skills are required High proficiency with Microsoft Office tools Access (or equivalent), Power Point, Excel, Word and MS Project. Preferred: Masters degree in Business Administration, Information Systems, Mathematics. Management Science or Engineering Experience supporting Neurosciences, Oncology, Cardio-Renal, Medical Devise therapeutic areas are preferred. Working knowledge of other pharmaceutical industry Customer Relationship Management solutions and tools (e.g. data marts, reporting & analytics tools, campaign management tools, speaker bureau solutions, promotional program management tools, call center solutions, closed loop marketing applications, etc.) is preferred. Experience providing analyses and decision support to pharmaceutical sales and marketing functional areas including sales management, targeting & alignments, incentives & compensation, marketing analytics, managed markets, trade relations, etc. Strong Innovation and Adaptability: must be able to identify better ways of doing things and getting others involved about improved methods and procedures. Ability to collaborate with key internal stakeholders and various departments is critical for success. Experience with business process optimization and continuous process improvement methodologies and tools.
Otsuka Pharmaceutical Company is a global healthcare company with the corporate philosophy: Otsuka-people creating new products for better health worldwide. Otsuka researches, develops, manufactures and markets innovative products, with a focus on pharmaceutical products to meet unmet medical needs and nutraceutical products for the maintenance of everyday health. In pharmaceuticals, Otsuka is a leader in the challenging area of mental health and also has research programs on several under-addressed diseases including tuberculosis, a significant global public health issue. These commitments illustrate how Otsuka is a big venture company at heart, applying creativity in everything it does. Otsuka Pharmaceutical Company is a subsidiary of Otsuka Holdings Co., Ltd. headquartered in Tokyo, Japan. The Otsuka group of companies employed 50,000 people worldwide and had consolidated sales of approximately USD 11 billion ( 9.9 billion) in 2016.
All Otsuka stories start by taking the road less travelled. Learn more about Otsuka Pharmaceutical Company on its global website at www.otsuka.co.jp/en. Learn more about Otsuka in the U.S. at www.otsuka-us.com.
This job description is intended to describe the general nature and level of the work being performed by the people assigned to this position. It is not intended to include every job duty and responsibility specific to the position. Otsuka reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
Otsuka is an equal opportunity employer. All qualified applicants are encouraged to apply and will receive consideration for employment without regard to their protected veteran or disabled status, or any protected status.
At Otsuka, our people are passionate about developing and delivering original products as part of a global holistic commitment to better health and well-being. We have two core businesses dedicated to achieving our goals: a pharmaceutical business and a nutraceutical business. The pharmaceutical business develops and markets products for the diagnosis and treatment of disease in the following areas: central nervous system, oncology, gastroenterology, ophthalmology and cardiovascular. The nutraceutical business is dedicated to maintaining and improving health through the use of foods and beverages that provide extra health benefits in addition to their basic nutritional value. Since the beginning, nearly 100 years ago, the Otsuka family sought to develop products that stood out from the crowd, by traveling down the paths of discovery where others were less likely to tread.
We believe our culture and our people are the differentiators that empower us to produce breakthrough results. This is what makes us a big venture company that takes risks and focuses on unmet medical needs in order to develop new and better therapeutic compounds. We harness the extraordinary cr...eative and innovative abilities of our people to solve problems differently, and to persevere until they find answers. We are in this for the long-haul. Otsuka is a highly ethical company. We adhere to the highest standards in how we develop and deliver our products, and in how we treat our most valuable assets: Otsuka-people. We encourage them to follow their dreams, as turning dreams into reality is at the core of everything we do. It paves the way ahead to achieve our shared purpose: impacting on human health to help people live better lives.