Field Concierge Support - CRM Specialist

Job Description

Job Description:
This is what you will do:
The Field Concierge Support - CRM Specialist role ensures that the highest level of functional and technical support service is provided to Alexion's Field Sales Leadership and Representatives. This role delivers a personalized and remarkable experience for our field personnel by answering their questions, owning the resolution of their CRM related issues and serving as a trusted resource and advocate for our field personnel. This role will interact with all levels of field personnel, Commercial Business Operations and Commercial IT to understand areas of concern and provide "white-glove" support from initial contact through resolution.

You will be responsible for:
[Definition: Job Duties and Responsibilities]

Serving as a Veeva CRM "product expert" with the ability to address the vast majority of field-based requests for support

Providing "white-glove" concierge support across clients field-based personnel, including individuals with a wide range of functional and technical experience

Understanding and accepting complex requests and providing straight-forward and practical solutions, with the ability to articulate the requests and solutions to audiences of varying perception levels

Collaborating with other Field Support Concierge resources to expand the team's knowledge of Veeva CRM functionality

Anticipating future issues and partnering with other Field Support Concierge resources to implement solutions to avoid additional and repeat calls/call transfers

Handling phone/email interactions with the utmost professionalism and in adherence with strict confidentiality and privacy standards

Improving KPI performance through increase first call resolution and improved request completion times

You will need to have:
[Definition: Essential Qualifications. The minimum skills and requirements needed for the position]

3 years demonstrated commercial operations experience

Deep functional experience in Veeva CRM; within the life science industry (pharmaceutical, biotechnology, medical/diagnostic devices) preferred

Minimum of 2 years customer service experience with demonstrated success in a customer-facing application support role; Veeva CRM field sales support preferred

A proven track record engaging with senior management/executives as a subject matter expert

The demonstrated ability to de-escalate situations effectively while guiding field personnel through complex and unique inquiries

Exceptional written and verbal communication skills

[You must also include the relevant Physical and Mental Requirements section for your position from the options provided in the Reference Guide]

We would prefer for you to have:
[Definition: Preferred Qualifications. The "nice to have" skills and requirements for the position]

4 years demonstrated commercial operations experience in the life sciences (pharmaceutical, biotechnology, medical/diagnostic devices)

2 years of Veeva CRM field sales support in the pharmaceutical industry

For office/remote-based positions: ] The duties of this role are generally conducted in an office environment. As is typical of an office-based role, employees must be able, with or without an accommodation to: use a computer; engage in communications via phone, video, and electronic messaging; engage in problem solving and non-linear thought, analysis, and dialogue; collaborate with others; maintain general availability during standard business hours

The Company is an equal opportunity employer and makes employment decisions on the basis of merit and business needs. The Company will consider all qualified applicants for employment without regard to race, color, religious creed, citizenship, national origin, ancestry, age, sex, sexual orientation, genetic information, physical or mental disability, veteran or marital status, or any other class protected by law. To comply with applicable laws ensuring equal employment opportunities to qualified individuals with a disability, the Company will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant or an employee unless undue hardship to the Company would result.