Account Management Analyst - OQSIE

The Account Management Analyst (AMA) will be responsible for managing a territory of healthcare facilities that purchases medication to treat rare disease patients with chronic life-long genetic diseases.

The AMA is a highly motivated, analytically-minded territory manager that secures long-term relationships with Healthcare Providers and key internal stakeholders, gaining their trust and loyalty. The AMA is responsible for tracking, evaluating, and interpreting a patient's adherence to therapy in addition to developing action plans to drive patient adherence and identify barriers. This includes the investigation and decision making to determine the root cause for deviations of order patterns, analysis of territory trends, and reporting to appropriate business stakeholders. A successful AMA is someone who is able to multi-task, is highly organized, and can utilize strategic analysis and to make decisions that deliver a best-in-class experience for our customers and business.

Order Management

Manage the day to day order operations for PPS across HCP's, Specialty Pharmacies and Distributors. This position is responsible for complying with all applicable SOX and internal controls, and maintaining or exceeding all relevant department KPIs. Responsible to research and provide patient information on each order to allow approval and escalation of patient information to key stakeholders. Must align with Planning and Business on the design and independently execute stock allocation strategy across multiple Distribution locations. Key decision maker in the delivery logistics, investigation of alternative delivery methods with internal and 3rd party logistic partners to ensure patient infusion is not impacted and product stays within stability.

Customer Relations

Develop and sustain strong relationships with HCP pharmacists, buyers, and purchasers to facilitate access for all patients treated with Sanofi Genzyme products. AMA's create personalized action plans for each customer to assist in driving business initiatives and KPI's. Work through barriers of treatment of Rare Disease Products and facilitate to key stakeholders in sales, patient services, marketing and finance to track and base future business initiatives. Lead and execute proactive outreach (Infusion Reminder Program) to improve customer engagement and increase patient adherence to therapy. Reporting all important customer information cross functional to implement strategy and engagement.

CRM/ERP Data and Analytics

Manage order to cash ERP system (SAP) and Customer/Patient Database (Salesforce) to process sales

orders, input patient infusion information and revenue data to track Rare BU KPI's. AMA is responsible for targeting and investigation with customer the order patterns to create key patient adjustment decisions that

Summary of purpose/major responsibilities

directly impact sales compensation on daily basis. Position will responsible accurately reporting of patient dose, weight, revenue, missed dose date/ reason, start/stop dates, Infusion reminders, Finance and Case Manager approvals, Customer Interactions, adverse events and adherence rates. Translate and highlight key performance indicators to Opti Team members in Bi-weekly Opti Call reports and calls to set regional goals and to track performance. Analyze and present data in quarterly meetings to sales team for deeper discussion and action plan development.

Opti Team and GBU Support (Relationship Management)

Coordinates with internal stakeholders as a core member of the Opti Team to take part in full end to end patient journey from initial outreach from Opti Team to Customer creation through to infusion. Integrate continuous feedback and communication to the business on shipments and potential order delays that impact patient schedules and care. Responsible for daily communications to business of order fulfillment, patient adherence and opportunities for improvement. Final decision maker on missed dose process and adherence escalation to the business. Reconcile all patient infusion data and account details to reconcile Sales Comp, revenue tie outs, and distributor data. Create solutions and coordinate with Opti Teams to transition patients across multiple channels, infusion centers and reimbursement cycles (charitable and

commercial).

Key accountabilities

Key Accountability % of time

Opti Team Member and GBU Support (Relationship Management)

Through knowledge of business landscape, customer requirements, supply chain capabilities,

identify and develop solutions to customer needs. Play equal role with Opti Team to

investigate and develop strategies to maintain patient's adherence to therapy.

· Close collaboration on orders, infusion data and timely missed doses with CM/PEL

· Lead information gathering and documentation for dose, weight, start and restart

patients with drug on hand, patient switches and how it is communicated to Rare BU

· Partner with PPS counterparts to identify and address barriers to treatment by being

investigator/first point of contact and final decision maker of Missed Dose Process

· Partner with Opti Team to onboard new customers and infusion sites and to continue

process for the journey to treatment for patient.

· Presents on territory adherence, trends, missed doses and revenue opportunities.

· Identify and create solutions on trends and revenue opportunities used by Sales,

Finance, Marketing, and Supply Chain to set their short and long term strategies

· Drive achievement of monthly, quarterly, and annual revenue goals by solidifying

account relationships via in-person and remote meetings with Opti-team counterparts

and external clients

· Communications/notifications to BU around weather, transportation, or any other

supply chain delays

· Create and Conduct quarterly business reviews and present to the Opti-team directing

strategy

· Participate as needed in internal business reviews to review service levels and metrics

· Report and Document Adverse Events to Opti Team and Medical Information Team

· Participation in launch planning and stock allocation planning 40%

· Work with Fed Ex, transportation SMEs and Case Managers, provide recommendations to change delivery schedules in times of inclement weather and holidays to avoid missed infusions · Manage patient supply chain affiliations and coordinate Charitable Access program transitions to and from Commercial treatment

Order Management and Supply Allocation:

Manage the timely, accurate and compliant processing of all sales orders including but not

limited to:

· Execute order management based on business needs and customer strategy related to

failure to supply and other contractual conditions that impact customer satisfaction,

including all SOX and internal controls related to order to cash

· Ensure timely and accurate communications to business when orders are delayed or

issues arise

· Partner with two Distribution sites to escalate any delivery, supply constraints or

emergency shipments.

· Develop process efficiencies to better anticipate customer needs, focus on flexibility

in business practices, and promote adaptation to evolve based on urgent needs

· Provide timely updates and changes made on orders to the customers and wholesalers

· Collaborates – including messaging, reports, follow-up and more - with business and

supply chain Planning, Quality, and Distribution to manage through a variety of

supply situations.

· Provide service during disruptions (weather or otherwise) and other company closing

including some holidays and holiday shutdown.

· Works with key stakeholders, i.e. Distribution & Transportation, to coordinate order

processing and delivery

· Works to assure that all internal facing communications are handled with the upmost

professionalism and in a timely fashion.

· Manage Customer Inbox and complete and assign all inquiries same day 15%

CRM/ERP Data Management and KPI Analytics

· Master technology and understanding of dual system functionality(SAP and

Salesforce)

· Demonstrates an acute attention to detail by actively utilizing and maintaining CRM

database for territory; maintenance of existing accounts including contacts, order

history, dose information, missed doses, adherence and interaction logs

· Investigate and resolve first line technical issues and escalate any outstanding items

· Reconcile all data from CRM tool (Salesforce) to revenue distribution system (SAP)

· Analyze and interpret data for Opti Team using statistical techniques for in-depth

evaluation of territory accounts, recognizing and offering solutions opportunities in

patient adherence.

· Create and decide which patient adjustments are entered after analyzing and

communicating with key stakeholders to update and reconcile monthly Sales Comp.

· Partner with Master Data as requestor to onboard customers, update state licenses and

DEA information and document all changes complying to FDA audits

· Partner with CI2C to update 340b Pricing, Direct Customer creation and inquires,

invoice adjustments and manage Days Sales Outstanding (DSO) KPI for BU

· Report adverse events, product complaints and manage all return goods process with

our 3rd party vendors from receipt to credit 20%

Customer Relations

· Develop and maintain relationships with purchasers, pharmacists, and pharmacy staff

at healthcare facilities to obtain patient information/barriers that is the foundation of

our business strategy. This information sharing is not required of our customers but is 25%

investigated by the AMA through inside sales strategies and mutual goals that are identified during meetings/calls with the customer. · Create personalized communication plan for customer that delivers best patient and financial outcome for the business. · Identify adherence influencers, as well as any additional issues that arise, and work to resolve with Opti-team, as necessary · Promote and execute Infusion Reminder Communications to maximize revenue opportunities, while providing an invaluable service to enrolled accounts · Communicates to cross-functional team to ensure orders received are on target with financial expectations. Pull forward or Push back to meeting quarterly goals · Report product events under strict FDA guidelines and audits · Work with key stakeholders, i.e. Distribution & Transportation, to coordinate order processing and delivery ahead of patient infusion · Create and identify Customer site visits to discuss Genzyme services, areas of improvement and opportunities for PPS · Outperform Customer Satisfaction KPI's and Quality standard

Context of the job/major challenges

Works with stakeholders and team members across multiple departments and functions to gather information to make independent decisions that impact all facets of the business. Must be able to break down silos or barriers that resist change or collaboration. Collaborate efficiently with all stakeholders to ensure consistency between business driven deliverables and the completion of operational goals.

Requirements

Education/experience

Bachelor's Degree and 5+ years of experience in an Analytics role, Account Management,

Database or Business Systems Analytics, operations, or financial analytics. Will consider other

equivalent experiences. Demonstrated analytical and strong organizational skills with perceptive

attention to detail Ability to analyze and interpret data sets & reports. Ability to communicate

effectively with individuals at all levels of an organization. Ability to independently manage a territory. Ability to travel to US accounts for in-service meetings and presentations (10%).

Familiarity in working with advanced MS Excel strongly preferred. Familiarity with Salesforce

preferred. Familiarity with SAP preferred.

Familiarity with pharmaceutical industry a plus.