Otsuka
Overview:
Otsuka America Pharmaceutical, Inc. (OAPI) is an innovative, fast-growing healthcare company that commercializes Otsuka-discovered and in-licensed products in the U.S. With a strong focus on neuroscience, oncology, cardio-renal and medical device, OAPI is dedicated to improving patient health and the quality of human life. OAPI is part of the Otsuka Group companies. For more information, visit www.otsuka-us.com.
Responsibilities:
The Senior Manager, Sales Automation position requires a commercial operations leader who possesses strong business acumen, has a solid understanding pharmaceutical sales, marketing and managed markets business processes, pharmaceutical data sources, field force support, field force reporting, as well as a working knowledge of commercial technology enablers and practices.
As business owners of Customer Relationship Management (CRM) and Field Force Automation (FFA) solutions, the Senior Manager, Sales Automation represents the needs and interest of all Otsukas therapeutic area field forces, serves as a liaison between Commercial and Information Technology departments and business lead for CRM/FFA automated solutions, including implementation of new automation capabilities and systematic enhancement of underlying business processes.
As a member of the Sales Operations team, the Senior Manager, Sales Automation serves as first line of support for field force solutions service requests including: field inquiry management, help desk escalations and triage, solutions related communications, training and change management. This role also serves as a key stakeholder in data governance efforts and assists in maintaining the integrity and quality of sales enterprise systems and data.
The Senior Manager, Sales Automation position requires the ability to interact with a variety of internal departments, co-promotion partners and outside vendors across the matrix. Responsibility includes facilitation of business requirements sessions, awareness and evaluation of new CRM technologies with potential commercial applications, vendor management, project planning and leadership, user acceptance testing oversight and overall project management.
* Serves as business owners of Customer Relationship Management (CRM) and Field Force Automation (FFA) solutions, represents the needs and interest of all Otsukas therapeutic area field forces and acts as primary point of contact to the field force for CRM/FFA specific communications and change management efforts.
* Conduct frequent meetings and with field force leadership, collects field force feedback on CRM/FFA processes and toolkit effectiveness, tracks toolkit utilization and field support level metrics, prioritizes enhancement requests, authors communications for enhancements, changes, best practices and FAQs.
* Provides support and works closely with Sales, Marketing, Managed Markets, Sales Force Effectiveness, Segmentation & Targeting, Commercial Analytics, Data Management, Data Governance, Co-Promoters and Business partners on defining business needs/requirements for field force automation initiatives.
* Leads CRM Support Tier-2/3 triage team that acts as a centralized coordination point to review and resolve field inquiries and other issues/questions escalated from the Tier-1 Help Desk through partnering with various internal & external stakeholders including Information Technology, Sales Operations, Data Management, Segmentation & Targeting, Legal & Compliance, Third Party Vendors and Business Partners.
* Develops and supports long-range planning and implementation of customer relationship management (CRM) and field force automation (FFA) technology solution for the field force. Manages sales technology change management process.
* Partner with IT in the analysis, design