Customer Relationship Specialist

Customer Relationship Specialist – Vaccines

The Customer Relationship Specialist– Vaccines is responsible for providing advanced operational, analytical, and relationship-support functions for high‑value healthcare customers across the U.S. and Canada. This role partners closely with Strategic Accounts Managers and Directors, National Accounts to drive execution of account plans, improve customer experience, and ensure the smooth coordination of vaccine initiatives with integrated delivery networks, public health agencies, government entities, and large provider networks.

The Specialist serves as a subject‑matter resource on process execution, customer data insights, reporting, and issue resolution. This position supports strategic customers by identifying trends, managing escalations efficiently, preparing high‑impact materials, and ensuring compliance across all customer interactions. Join the team protecting half a billion lives every year with next‑gen science, mRNA innovation, and AI Vaccines driven breakthroughs. In Vaccines, you’ll help advance prevention on a global scale - and shape the future of immunization.

We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.

Serve as a knowledgeable secondary point of contact for assigned accounts, handling moderately complex questions, information requests, and operational coordination. Prepare customer‑facing materials such as program overviews, performance summaries, onboarding tools, and informational resources. Support SAM’s/DNA during high‑stakes customer engagements by organizing content, gathering insights, and preparing follow‑up actions.

Contribute to the execution of strategic account plans by tracking project milestones, monitoring engagement activities, and ensuring deliverables remain on schedule. Coordinate cross‑functional activities linked to customer initiatives (e.g., supply chain updates, educational sessions, data requests). Identify operational trends or gaps in customer workflows and propose actionable improvements.

Manage day‑to‑day service or operational issues, partnering with internal teams (Customer Experience, Supply Chain, etc..) to resolve them efficiently. Track recurring issues and escalating root causes with clear summaries and recommendations for corrective action. Monitor turnaround times, responsiveness, and resolution status for escalated items.

Analyze account performance metrics, including order patterns, program adoption, support utilization, and engagement health. Produce detailed insights into Monthly Business Reviews, Quarterly Reviews, Leadership Dashboards, and customer presentations. Provide data‑driven recommendations to SAM’s/DNAs on risk areas, growth opportunities, and process improvements. Maintain accurate records, tracking tools, and reporting dashboards with high standards of data integrity.

Act as a liaison between Sales, Marketing, Order to Cash, Medical Affairs, and other internal partners to support customer needs. Coordinate documentation required for approvals, submissions, educational content, or program execution. Ensure communications and commitments made by internal partners are followed through in a timely manner.

Ensure all customer interactions…