Associate Director, Field Medical CRM Optimization

Responsibilities

• Developing and executing roadmaps for the advancement of CRM, Veeva Link/HCP Universe, MSL OnDemand and other related capabilities.
• Become the core participant in Omnichannel Program to gather requirements, recommend leveraging of existing solutions and determine best course for development of new solutions, including next‑gen CRM projects.
• Clearly articulate and shape business processes and requirements, working with JJT and business partners to implement.
• Identify and oversee the resolution of any potential issues impacting systems or business functions.
• Manage partnerships with IT counterparts to ensure timely delivery of system changes with high attention to quality and user experience.
• Perform and oversee testing to ensure successful launch of capabilities.
• Manage and execute administrative changes to systems such as product catalog changes, topics, key messages, profiling surveys, etc.
• Leverage and integrate external data and advanced analytics to facilitate Account Planning, Capacity Planning and Segmentation activities.
• Serve as lead on Account Management and Profiling projects.
• Lead ongoing support and training programs for Field Medical tools, including ongoing and new hire training.
• Oversee issue escalation and ensure adequate support processes are in place to minimize disruption and drive adoption.
• Partner with Engagement.
  
  AI and JJT teams to shape and deliver field alignment changes, including expansions and standing up new divisions.
• Develop and execute innovative approaches using new or existing processes and solutions.

• Minimum of a Bachelor’s degree is required. Master degree preferred.
• Minimum of seven (7) years business or related experience is required.
• Ability to prioritize and lead multiple projects is required.
• Identify opportunities to reduce manual effort through AI‑driven automation and intelligent orchestration.
• Measure ROI of AI capabilities in CRM specific to field medical teams.
• Pharmaceutical / healthcare experience is required.
• Experience with Veeva,  or other CRM technology is required.
• Preferred:
  Experience with Medical Science Liaisons or Commercial Operations functions is preferred.
• People management experience is preferred.
• Data analysis and report development (ex. Tableau, PowerBI) experience is preferred.
• Ability to build strong partnerships with all levels across the organization, as well as to interact effectively with senior management is preferred.
• Excellent oral, written and presentation skills with ability to write communications for a variety of audiences is preferred.
• Understanding of regulatory and health care compliance guidelines with regards to processes and systems is preferred.