Lead Customer Insights Analyst

2 weeks 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 in the healthcare sector. Our team leverages expertise in influenza research and innovative technologies to enhance the manufacturing processes and efficacy of influenza vaccines.

As a cohesive global entity, we unite specialists from various regions to collaborate effectively. Our mission is to safeguard communities against seasonal influenza and potential pandemic threats. At CSL Seqirus, you will be part of a team committed to making a significant impact on people's lives, fostering a culture of creativity, possibility, and purpose.

Key Responsibilities:
- Report directly to the Manager of Customer Accounts, overseeing a diverse portfolio of accounts across multiple customer segments, including Retail, Wholesale/Distribution, Integrated Delivery Networks (IDN), and Independent/Corporate owned Healthcare Professionals.
- Implement order-to-cash management processes for vaccine orders while cultivating 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 with strategic objectives.
- Monitor vaccine distribution, financial performance, and delivery metrics in accordance with contractual agreements, ensuring an exceptional customer experience.
- Utilize independent decision-making to surpass business standards while seeking guidance when necessary.

Core Competencies:
- Exemplify CSL Seqirus Values: Patient Focus, Innovation, Integrity, Collaboration, and Performance.
- Drive outcomes while fostering an accountable work culture.
- Analyze accounts for compliance with contracts, ensuring services align with account objectives.
- Proactively conduct data quality assessments, including billing, shipping, order creation, contract adherence, and pricing, to identify discrepancies and implement strategic solutions.
- Identify process gaps and recommend improvements.
- Represent the CSL Seqirus Customer Experience vision, advocating for customer needs within your team to enhance business understanding of customer challenges.
- Adhere to established procedures while recognizing internal and external factors crucial to operational success.
- Generate and distribute relevant customer account reports regularly.
- Facilitate collaboration among teams on projects and ad-hoc assignments.
- Work with finance to ensure customers maintain a healthy financial status.
- Support IT initiatives, including system enhancements, testing, and production support.
- Engage in peer-to-peer learning related to routine and complex systems.
- Assist in developing test cases, scripts, and testing for new system enhancements.
- Provide detailed recommendations to support Sales in executing customer strategies.
- Coordinate and communicate effectively with various team members, including Sales, Executive Leadership, and Demand Planning.
- Build long-term, mutually beneficial relationships with all stakeholders.

Your Qualifications:
- BA/BS degree preferred.
- A minimum of 3-5 years of experience in a regulated industry, with a preference for experience in vaccines and/or biologics.
- Demonstrated self-leadership, flexibility, resilience, and adaptability to change.
- Strong awareness of relevant internal and external trends, with the ability to utilize multiple communication channels and provide timely feedback.
- Skilled in building relationships and networks through open communication and information sharing.
- Experience working across cross-functional teams (Finance, Sales, Distribution, Quality Assurance, IT, Customer Experience, eCommerce, and various leadership levels).
- Proficient in MS Excel and SAP (version 6.0 or later preferred), with experience in EDI ordering, reporting, and SAP sales order management.
- Capable of analyzing complex issues, interpreting operational needs, and developing integrated, innovative solutions.
- Ability to establish and implement organizational goals, objectives, strategic plans, policies, and procedures; monitor and evaluate program effectiveness, and initiate necessary improvements.

Benefits:
Comprehensive medical, dental, vision, life insurance, 401K, and paid time off available from the start of employment.

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