Job Description
Summary of purpose/major responsibilities
The Product Account Manager will be responsible for consistently managing a territory of healthcare facilities that purchase medication to treat rare disease patients with chronic life-long genetic diseases. The PAM is a highly motivated, analytically minded territory manager that will secure long-term relationships with Healthcare Providers and gained their trust and enhance their experience with Sanofi Genzyme. The PAM consistently tracks, evaluates, and interprets a patient's adherence to therapy in addition to working cross functionally to identify barriers to treatment. This includes the formulation and use of advanced tracking tools to determine the root cause for deviations, analysis of territory trends, and reporting to appropriate parties. A successful PAM has the ability to multi-task while consistently utilizing strategic analysis and influence to deliver a best-in-class Customer experience.
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Key accountabilities
Customer Relations
- Maintain strong relationships with purchasers, pharmacists, and pharmacy staff at healthcare facilities to obtain patient infusion information/barriers that is the foundation of our business strategy. This information is investigated by the PAM through relationship building and mutual goals that are identified during meetings/calls with the customer.
- Advanced personalized communication plan for customer that delivers best patient and financial outcome for the business.
- Leverage adherence influencers, as well as any additional issues that arise, and work to resolve with Patient Services, as necessary.
- Outperform Customer Satisfaction KPI's and Quality standards
- Anticipate Customer needs and seek solutions to complex issues
- Promote and execute Infusion Reminder Communications to maximize revenue opportunities, increase adherence, while providing an invaluable service to enrolled accounts.
- Communicates to cross-functional team to ensure orders received are on target with financial expectations. Pull forward or Push back to meeting quarterly goals.
- Report product events under strict FDA guidelines and audits
- Work with key stakeholders, i.e. Distribution & Transportation, to coordinate order processing and delivery ahead of patient infusion
- Solicit, receive and process patient specific orders from multiple channels
- Works with Customer to identify each patient/infusion date and delivery needs for the order upon receipt
- Reduce emergency and weekend shipments
- Work within CRM/ERP/Distribution and 3rd parties to receive and process orders overnight
- Communicate dose/site changes to CM for approval via CRM
- Track each shipment via Fed Ex and enact contingency if needed
- Master technology and understanding of dual system functionality (SAP and Salesforce)
- Demonstrates an acute attention to detail by actively utilizing and maintaining CRM database for territory; maintenance of existing accounts including contacts, order history, dose information, missed doses, adherence and interaction logs
- Investigate and resolve first line technical issues and escalate any outstanding items
- Reconcile all data from CRM tool (Salesforce) to revenue distribution system (SAP)
- Analyze and interpret data for PPS, using statistical techniques for in-depth evaluation of territory accounts, recognizing trends and offering solutions to optimize patient adherence.
- Create and decide which patient adjustments are entered after analyzing and communicating with key stakeholders to update and reconcile monthly Sales Comp.
- Partner with Master Data as requestor to onboard customers, update state licenses and DEA information and document all changes complying to FDA audits
- Partner with CI2C to update 340b Pricing, Direct Customer creation and inquires, invoice adjustments and manage Days Sales Outstanding (DSO) KPI for BU
- Report adverse events, product complaints and manage all return goods process with our 3rd party vendors from receipt to credit in CRM
- Lead Process innovation and process improvements
Knowledge of business landscape, customer requirements, supply chain capabilities, identifies and develop solutions to customer needs. Developing PPS relationships to investigate and develop strategies to maintain patient's adherence to therapy across assigned Regional territories.
- Close collaboration on sharing Customer information on orders, infusion data and timely missed doses with CM/PEL
- Lead information gathering and documentation for dose, weight, start and restart patients with drug on hand, patient switches and how it is communicated to Rare BU
- Partner with PPS counterparts to identify and address barriers to treatment by being investigator/first point of contact and final decision maker of Missed Dose Process
- Partner with PPS Team to onboard new customers and infusion sites and to continue process for the journey to treatment for patient.
- Report and Document Adverse Events to PPS Team and Medical Information Team
- Work with Fed Ex, transportation SMEs and Case Managers, provide recommendations to change delivery schedules in times of inclement weather and holidays to avoid missed infusions
- Manage patient supply chain affiliations and coordinate Charitable Access program transitions to and from Commercial treatment
Requirements
Education/experience
Bachelor's Degree and 5+ years of experience in an Account Management, Database or Business Systems Analytics, Operations, or similar role. Demonstrated advanced analytical and organizational skills with perceptive attention to detail. Ability to analyze and interpret data sets & reports
Excellent communication and interpersonal skills, with the ability to effectively communicate with individuals at all levels of an organization. Must be able to adapt to change and prioritize in a dynamic and complex environment. Ability to independently manage a territory and drive a successful outcome.
MS Excel strongly preferred.
Knowledge and use of Salesforce preferred.
Knowledge and use of SAP preferred.
At Sanofi diversity and inclusion is foundational to how we operate and embedded in our Core Values. We recognize to truly tap into the richness diversity brings we must lead with inclusion and have a workplace where those differences can thrive and be leveraged to empower the lives of our colleagues, patients and customers. We respect and celebrate the diversity of our people, their backgrounds and experiences and provide equal opportunity for all.