Client Success Manager

2 weeks ago

Buffalo, New York, United States Allergan Full time

Company Overview

Allergan is dedicated to pioneering and delivering transformative medical solutions that tackle significant health challenges today while preparing for future medical needs. Our commitment extends across several vital therapeutic domains, including immunology, oncology, neuroscience, and eye care, along with our diverse offerings in the Allergan Aesthetics portfolio. For further insights about Allergan, please explore our official resources.

Position Overview

Reporting directly to the Director of Customer Excellence (SEA) and the Country Lead for Malaysia, the Client Success Manager will play a pivotal role in enhancing the performance of brand and field teams, thereby contributing to the organization's growth trajectory. This position will be responsible for the development and implementation of innovative commercial capabilities that prioritize patient-centricity and external engagement. The ideal candidate will excel in dynamic environments and collaborate effectively with cross-functional teams. They will provide actionable, relevant, and innovative recommendations to leadership aimed at continuously enhancing customer experiences and engagement.

Key Responsibilities:

Core Functions:

  • Develop and oversee strategies to enhance business operations and execution processes across all brands and departments, collaborating closely with business leaders to foster a patient-centric and externally focused organization.
  • Ensure effective execution of brand strategies in the field, concentrating on improving salesforce efficiency.
  • Champion the use of CRM systems to gather data and conduct analyses that yield valuable insights on field team performance, offering professional guidance to business leaders.
  • Support field teams in delivering impactful interactions with stakeholders, promoting a Challenger mindset and skillset.
  • Collaborate with Sales Managers to streamline cross-functional activities, enhancing efficiency in commercial, medical, and market access operations.
  • Educate the organization on the principles and advantages of Sales Force Effectiveness (SFE) and CRM data analysis, focusing on resource allocation optimization, sales force strategy, targeting strategy design, and implementation.

Brand and Marketing Excellence:

  • Facilitate alignment between brand teams and field teams, working closely with commercial leads to enhance communication and execution efficiency.
  • Assist commercial leads in planning for new product launches by providing insights into launch excellence processes and tools.

Business Strategy:

  • Lead the No Numbers Long Range Plan (NNLRP) and Brand Planning initiatives, ensuring actionable plans are in place for successful execution.
  • Support brand teams with market reports to identify opportunities and facilitate strategic action planning.

Digital Strategy:

  • Collaborate with brand teams to ensure that the strategic voice of the business and end-users is reflected in multi-channel solutions, adding value to both the organization and its customers.
  • Deliver integrated strategies and initiatives that support brand teams through structured partnerships.

Training Strategy:

  • Identify training needs through surveys, interviews, and assessments.
  • Work with Human Resources and Commercial teams to design and implement training programs that enhance the knowledge of field teams.

Qualifications:

  • Bachelor's degree required.
  • A minimum of 5 years of experience in sales management or sales training and development roles; product management experience is highly desirable.
  • Experience in the biopharmaceutical sector and people management is a significant advantage.
  • Strong verbal and written communication skills in English.
  • Proficient in IT, including CRM systems and MS Office applications.

Additional Requirements:

  • Demonstrated skills in prioritization, planning, project management, and change management.
  • High analytical capabilities, including experience in developing dashboards and KPIs within CRM systems.
  • Experience working cross-functionally in a matrix organization, with the ability to influence without direct authority.
  • Passionate about innovation and capable of challenging the status quo constructively.
  • Exceptional presentation and communication skills, with the ability to convey compelling narratives.
  • Proven ability to navigate ambiguous situations effectively.

Equal Opportunity Commitment:

Allergan is an equal opportunity employer, committed to integrity, innovation, and diversity. We strive to employ qualified individuals without discrimination based on race, color, religion, national origin, age, sex, disability, or any other legally protected status.

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