Customer Facing Application

Customer Facing Application Strategy And Operations Senior SpecialistReporting to the CFA Strategy and Operations Lead, the Customer Facing Application (CFA) Strategy and Operations Senior Specialist executes the strategic roadmap for US Commercial customer-facing applications, including the evolution of Veeva and Veeva Account Management. Through a deep understanding of customer-facing roles, including that of the Field Sales Representative and Key Account Manager, this individual will partner closely with internal stakeholders across business and technical teams, as well as external providers to evolve our strategic customer engagement model. The CFA senior specialist will directly contribute to the transformation to a bi-directional engagement model through our Veeva capabilities and processes for field representatives. The individual will condense the desired changes or strategic platform enhancement requests into consumable artifacts for distribution/sharing with impacted stakeholders to address both long and short-term issues facing field sales. The individual will represent the field facing channel to drive an omnichannel experience with our customers. The individual will triage and address operational issues that arise related to capability modifications. These capabilities align to key field sales competencies, namely, customer activity reporting, product promotion and business acumen.Success in this role will require strong project management skills and an effective partnership across many functions including Sales Leadership, Account Executive Leadership, US Market Operations, Technical, Training, Compliance and Communications teams. This role will ensure:Realization of the US Commercial CFA roadmapDrive an omnichannel experience with our customers representing the field facing channelCFA capabilities are functioning as intendedRelated business processes are executed to ensure capabilities continue to be fully realizedProcesses are aligned with compliance requirementsCore strategic platform upgrades are prepared for from a business perspectiveOperational issues are triaged and addressed in a manner that meets the needs of the businessResponsibilities and deliverables include, but are not limited to:Drive creation of planned approach, identify expert stakeholders for engagement and contribution to scope of workFacilitate close collaboration with US Market Operations, Sales Operations, Communication and other critical stakeholder teams to execute against planned approachEngage with legal, compliance, and other similar bodies to seek guidance and alignment on new/novel approaches for customer interactions with the fieldCommunicate with senior Sales and Account Leadership to align on approach, share progress, and for risk mitigationPartnering with technical and/or strategic partners to lead the implementation of capabilitiesDefine and execute against a plan to measure successRequired Education: Bachelor's degreeRequired Experience and Skills:Strong project management skillsetBusiness analysis, problem solving, understanding of sales and marketing strategic prioritiesMinimum 3 years' experience in Sales/Marketing Operations, field sales, or account managementDemonstrated ability to collaborate, plan and executeExperience in the development or implementation of capabilities (e.g., requirements definition, user acceptance testing)Communication and cross-functional collaborationBusiness process design/re-designStrategic thinking, business acumen, problem solving, understanding of sales and marketingAbility to negotiate and influence key stakeholders, and lead without authorityStrong verbal and written communication skillsHigh Compliance IQ: A strong understanding of field sales policy and compliance priorities within a pharmaceutical organization, including the ability to apply to a variety of real-world scenarios.Ability to articulate customer-facing challenges or opportunities to simplify and improve processes to a large matrix cross functional teamLeadership Skills including:Entrepreneurship: Having patient and customer orientation; placing a high priority on the internal or external customer's perspective when making decisions and taking action; implementing service practices that meet the customers' and own organization's needs.Ownership and Accountability: taking ownership; setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposedExecution Excellence: taking prompt action to accomplish work goals, per compliance standards; taking action to achieve results beyond what is required; being proactive.Strategic Planning - prioritizing and planning; establishing an action plan for self and others to complete work efficiently and on time by setting priorities, establishing timelines, leveraging resourcesChange Catalyst: demonstrating adaptability; maintaining effectiveness when experiencing major changes in work responsibilities or environment (e.g., people, processes, structure, or culture); adjusting effectively to change by exploring the benefits, trying new approaches and collaborating with others to make the change successfulPreferred Experience and Skills:Experience working in VeevaPassion for working with technology products and solving consumer needsKnowledge/experience with the US marketplaceUnderstanding of launch products and timelinesRequired Skills:Account Management, Adaptability, Agile Methodology, Animal Health Sales, Business Acumen, Business Management, Business Processes, Communication, Company Due Diligence, Creative Campaign Development, Customer Engagement, Entrepreneurship, Interpersonal Relationships, Marketing, Marketing Budget Management, Marketing Data Analysis, Marketing Management, Marketing Strategy Implementation, Market Research, Pricing Strategies, Product Lifecycle Management (PLM), Product Roadmap, Project Management, Strategic Customer DevelopmentPreferred Skills:The salary range for this role is $114,700.00 - $180,500.00 This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable. We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.