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Lead Customer Insights Analyst

2 months ago

Summit, New Jersey, United States CSL Full time
Position Overview:
You will operate in a hybrid work environment, balancing responsibilities between remote and in-office settings.
The Opportunity:
Become part of an organization dedicated to addressing intricate challenges. Our team leverages expertise in influenza science and beyond, engaging in cutting-edge research and innovative technologies aimed at enhancing the manufacturing process and efficacy of influenza vaccines.
As a unified global entity, we collaborate with skilled professionals from various regions to tackle pressing health issues, striving to safeguard communities against seasonal influenza and potential pandemic threats. At CSL Seqirus, you will be part of a mission-driven team focused on making a significant impact in people's lives, fostering a culture of creativity, possibility, and purpose.
Key Responsibilities:
Reporting to the Customer Accounts Manager, you will oversee a portfolio of accounts across diverse customer segments, including Retail, Wholesale/Distribution, Integrated Delivery Networks (IDN), and Independent/Corporate owned Healthcare Professionals.
- Manage the order-to-cash process for vaccine orders, nurturing enduring client and sales relationships.
- Collaborate closely with Sales, Demand Planning, Distribution & Logistics, Marketing, Market Access, and Finance teams to prioritize key accounts and align strategic objectives.
- Monitor vaccine distribution, financial performance, and delivery metrics against contractual obligations while enhancing the customer experience.
- Utilize independent judgment to surpass business expectations while seeking guidance when necessary.
Core Values:
- Uphold CSL Seqirus Values: Patient Focus, Innovation, Integrity, Collaboration, and Performance.
- Drive outcomes while fostering an accountable work environment.
- Analyze accounts for compliance with contracts, ensuring services align with account objectives.
- Proactively conduct data quality assessments related to billing, shipping, order creation, contracts, and pricing to identify discrepancies and implement strategic solutions.
- Identify process gaps and propose opportunities for enhancement.
- Advocate for the CSL Seqirus Customer Experience vision, serving as the customer’s voice within your team to enhance business understanding of customer challenges.
- Adhere to established protocols while comprehending internal and external factors critical to operational success.
- Generate and distribute relevant customer account reports regularly.
- Facilitate collaboration among teams on projects and ad-hoc assignments.
- Partner with the finance department to ensure the financial well-being of customers.
- Support IT initiatives related to system enhancements, testing, and production support.
- Exercise self-governance while receiving guidance to meet operational targets, maintaining a strategic outlook.
- Assist in peer-to-peer learning regarding routine and complex systems.
- Contribute to the development of test cases, scripts, and the testing of new system enhancements.
Your Qualifications:
- BA/BS degree preferred.
- 3-5+ years of experience in a regulated industry; experience with vaccines and/or biologics is advantageous.
- Demonstrated ability to lead oneself, exhibiting flexibility, resilience, and adaptability in changing environments.
- Capacity to stay informed about relevant internal and external trends, considering the implications of work.
- Proficient in utilizing various communication channels, seeking and providing timely feedback to peers.
- Ability to cultivate relationships and networks through open-ended inquiries and appropriate information sharing.
- Experience working across cross-functional teams (Finance, Sales and Distribution, Quality Assurance, IT, Customer Experience, eCommerce, and Leadership at various levels).
- Proficiency in MS Excel and SAP (6.0 or later preferred), including EDI ordering, reporting, and SAP sales order management experience.
- Strong analytical skills to interpret complex problems, operational needs, and develop integrated, innovative solutions.
- Proven ability to establish and implement short- and long-term organizational goals, objectives, strategic plans, policies, and operational procedures; monitor and evaluate programmatic and operational effectiveness, making necessary adjustments for improvement.
Benefits:
- Comprehensive Medical, Dental, Vision, Life Insurance, 401K, and Paid Time Off available from the first day of employment.