Customer Engagement Manager - Cardiology - Austria

Diana Agovska

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About You

As a Customer Engagement Manager you will use your knowledge of Therapy areas and the account ecosystem complexity, in order to drive change in patient’s journeys e.g. diagnostic procedures, therapeutic decisions, speed to right treatment etc. THE CEM role has responsibility for collaborating with their customers in a customer centric way, in order to optimise patient outcomes and is the first contact for health care professionals on the territory, coordinating all interactions in customer-driven way.

Main Accountabilities:

• Design and implement value-adding digital projects
• Achieve targets and long term growth through service and product optimization which contributes to improved patient journeys in alignment with Vifor Pharma´s code of conduct and the strictest ethical, compliance and legal standards
• Ensures HCP and all target customers have accurate information which can be reflected in guidelines
• Contributes to the improvement of patient journeys within an account eco system
• Acts as the voice of the customer to the 3M team to create value-adding materials and services
• Partners with the HCP, key customers and internal access team to provide the evidence required to optimise the patient journey
• Drives consent and Opt ins
• Builds and constantly develops in depth knowledge and expertise in key therapeutic areas (Nephrology)
• Shares experience with other regions and management team
• Works 80% of time in focus TA’s
  
  

Tasks:

1- Achieving patient-driven goals

• Act as an ambassador for Vifor Pharma’s commitment to innovation,
• Identifies pain points and barriers to and within, the Patient Journey and works with the customer to address and overcome them, ensuring best possible outcomes for patients and families
• Identifies where the customer experience can be improved and makes the improvements
• Assists HCP’s with identifying suitable patients, improving the lives of patient with severe, chronic and/or rare diseases
  
  

2- Business planning

• Create KOL maps, map patient flow and building strategies to eliminate / minimize hurdles within the hospital and builds up strong networks between stakeholders
• Uses all data sources to develop and execute an effective account plan (patient identification/selection, choice of therapeutic options, budget allocation, and care coordination with patient support programme) for maximizing performance, adherence and ensuring stakeholder needs are addressed
• Works with the customer to identify and remove barriers to patient access
  
  

3- Leveraging and coordinating resources:

• Collaborates with 3M teams to gain expert support for projects
• Optimizes strong customer relationships to influence and gain support from the wider customer group
  
  

Minimum Requirements:

• Minimum 5 years of experience in the pharmaceutical industry
• Strong scientific/medical knowledge at Bachelor’s degree or equivalent
• Has worked in a role with a substantial Medical and/or Market Access component
• Ability to engage, connect and build partnerships with customer remotely.
• Business/Commercial orientation/acumen
• Strong customer focus: demonstrated ability of creating win-win partnerships
• Project Management where tangible success has been achieved
• Enjoys the blend of homeworking & being in the heart of a Clinical setting
• Mastery in influence mapping and using customer influence to gain credibility for projects
  
  

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