Manager Customer Support

Manager, Contract & Customer Support

The Manager, Contract and Customer Support is a part of the Vax Serve Contract & Pricing Management team. The team supports the overall goals of the Vax Serve organization by leading all aspects of Vax Serve's private contracts (Flu and Mainline), as well as all activities associated with Non-Sanofi Vaccine contract fulfilment. Additionally, Contracts & Pricing supports the Vax Serve sales teams by providing detailed insights into customer contract eligibility and pricing that aid in maintaining and growing the Vax Serve business.

This position requires a strong attention to detail and consistent accuracy, as the actions completed by the individual in this role will directly affect our customers and financials. Strong communication skills are required, as this individual will be working with individuals in other areas of Vax Serve, as well as with counterparts at Sanofi.

This position is based in Moosic, PA and reports into the Deputy Director, Contract & Pricing Operations.

Join the team protecting half a billion lives every year with next-gen science, mRNA innovation, and AI-driven breakthroughs. In Vaccines, you'll help advance prevention on a global scale - and shape the future of immunization.

The main responsibilities of the Manager, Contract & Customer Support include:

Pricing Approval Process:

• Assess manufacturer price changes and develop required spreadsheets/files for Vax Serve pricing committee approval in accordance with the Commercial Policy guidelines. Obtain approvals for all pricing changes and UCRs (Urgent Customer Requests), maintain comprehensive approval documentation, and communicate approved changes within the Vax Serve Contract & Pricing Management team with required S4 inputs. Coordinate with Marketing to communicate pricing changes. Maintain non-contract pricing master files and ensure all documentation meets audit control requirements.

Retail Customer Pricing:

• Manage all pricing requests for Vax Serve's Retail segment, including: monthly pricing formulary completion;
  Walmart pricing report maintenance in S4; price update communications for EDI transmissions; retail-specific pricing master file maintenance; and response to all Retail inquiries submitted through the Customer Experience Tool (CERT) or the Vax Serve Contract Admin mailbox.

RMUS Backup Support:

• Serve as backup for all RMUS contract and membership-related tasks for Vax Serve, including contract creation and extension, price updates and membership management.

Contract Admin Mailbox Management & Customer Support:

• Co-manage requests submitted via the Vax Serve Contract Administration mailbox and Customer Experience Tool (CERT), including: customer eligibility reviews, invoice reviews and associated UCRs, pricing formulary requests, contract linkage requests, and other contract or pricing-related inquiries.

Membership & Chargeback Support:

• Cross-train on membership and chargeback-related activities and support the Vax Serve Membership team and the Manager, Chargebacks, as needed.
• Other ad-hoc projects, as needed

Experience:

• 2+ years of experience in the healthcare industry, pharmaceuticals, or vaccines in similar roles, with some contracting experience preferred.

Soft skills:

• Thrives in a fast-paced environment with strong adaptability to change.
• Prioritizes effectively and manages multiple concurrent projects while collaborating and communicating clearly with internal and external partners.
• Detail-oriented self-starter, capable of owning initiatives from beginning to end.
• Demonstrates strong analytical and problem-solving skills, with high attention to detail/accuracy.
• Communicates clearly in both written and verbal formats.
• Maintains high personal and professional integrity, with strong work ethic and customer-focused mindset.

Technical skills:

• Proficiency in Microsoft Excel and Microsoft Word.
• S4 experience (preferred)

Education:

BA/BS Degree required (Business degree preferred)

Languages:

English

Make your work count by supporting a company that brings life-changing treatments to millions — and is committed to doing right by patients, communities, and the planet.

Drive progress from within by helping simplify, scale, and modernize how a global biopharma business delivers smarter, faster, and more sustainably.

Support teams across science, medicine, and operations by building better systems, shaping bold strategies, and enabling innovation at speed.

Make an impact across borders and functions, collaborating with leaders to turn complex challenges into real-world solutions.

Advance your career through stretch roles, cross-functional moves, and development opportunities designed to match your ambition.

Thrive in inclusive, high-performing teams where every role matters and every voice helps shape what's next.