Johnson & Johnson Innovative Medicine
Associate Director, CRM Operations and Account Management
Johnson & Johnson Innovative Medicine, Titusville, New Jersey, us, 08560
Associate Director, CRM Operations and Account Management
Johnson & Johnson is currently seeking an Associate Director, CRM Operations and Account Management to join our Customer Engagement & Digital Transformation team, located in Titusville, NJ. About Innovative Medicine: Our expertise is informed by patients, whose insights fuel our science-based advancements. Visionaries work on teams that save lives by developing the medicines of tomorrow. Learn more at https://www.jnj.com/innovative-medicine The Associate Director, CRM Operations and Account Management serves to refine existing processes and implement new capabilities in the Account Management area. The role partners closely with FEDO, JJT and account management roles across therapeutic areas and the Strategic Customer Group, identifying improvements that focus on efficiency, improved collaboration and deeper customer insights. In addition to an Account Management focus, this role will oversee vendor partners and potential direct reports to manage CRM Operations and Training. This position reports to the Director, CRM and OmniChannel Optimization. Main Responsibilities
Leads design and delivery of all Key Account Management capabilities in iCONNECT and related systems. Works with business partners to define requirements, prioritize and implement. Sets Product Roadmap and leads development effort, in partnership with JJT, for all capabilities in iCONNECT and other identified systems. Key contributor to CONNEXT (Next-Gen CRM program) specifically in areas of Account Management, Customer Engagement and Territory Management. Partners with SCG and KAM leadership to develop strategy for initial deployments, ongoing adoption and continuous improvement/enhancements. Partnership and key influencer with CRM Training team and SL&D to support end-user Change Management for identified solutions. Partners across StAT to ensure effective implementation of KAM capabilities where there is impact to other tools or data/reporting platforms (e.g. Wizard, MDP, CDP, etc.) Recommends solutions and establishes consensus across teams, including JJT. Coordinate with FEDO and Customer Master teams to improve account data quality and territory alignment processes for Key Account teams. Identify other data quality best practices and implement with these teams, leveraging mature demand-generation processes where possible. Develops partnership with JJT counterparts to ensure timely delivery of system changes with high attention to quality and user experience. Sets priorities to align with organization’s priorities and strategic roadmap. Additional Duties & Responsibilities
Liaison with key partners to obtain deep understanding of all KAM initiatives and goals, to coordinate solutions across the enterprise. Manage partnership with key vendors (e.g. Veeva, Salesforce) to obtain subject matter expertise on available capabilities, with knowledge of and impact to product roadmaps. Manage relationships with consultant partners involved with KAM strategy and/or execution. Provide reports/data extracts on an ad hoc basis, or assist teams in interpreting CRM data used in other reporting. Potential to supervise one direct report (M1) and/or one business analyst (may be a contractor). Oversee CRM Operational processes and Training programs, with support from vendor partners. Required Skills & Experience
Minimum of a Bachelor's Degree is required. At least 7 years of experience, with 5 years of pharmaceutical industry experience required. Experience with CRM systems and solutions is required. Deep knowledge of industry CRM solutions. Knowledge of key account management processes, such as cross-team collaboration and account planning. Experience in managing data and reporting requirements. Experience gathering requirements from user communities and translating to solutions. Expertise in designing and delivering training and change management to drive adoption with new solutions. Ability to learn and apply industry trends/domains and end user needs. Demonstrated ability to influence in a large and matrixed organization required. Experience in managing a backlog/release plan, assigning priority and executing with high quality and efficiency. Excellent communication and training skills required. Other Details
This position is in Titusville, NJ, and follows a hybrid schedule of three days in the office and two days remotely per week. The position will require minimal domestic travel on an ad hoc basis. Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. The anticipated base pay range for this position is: $120,000-$207,000. Additional pay and benefits information is provided in the company employee benefits documentation.
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Johnson & Johnson is currently seeking an Associate Director, CRM Operations and Account Management to join our Customer Engagement & Digital Transformation team, located in Titusville, NJ. About Innovative Medicine: Our expertise is informed by patients, whose insights fuel our science-based advancements. Visionaries work on teams that save lives by developing the medicines of tomorrow. Learn more at https://www.jnj.com/innovative-medicine The Associate Director, CRM Operations and Account Management serves to refine existing processes and implement new capabilities in the Account Management area. The role partners closely with FEDO, JJT and account management roles across therapeutic areas and the Strategic Customer Group, identifying improvements that focus on efficiency, improved collaboration and deeper customer insights. In addition to an Account Management focus, this role will oversee vendor partners and potential direct reports to manage CRM Operations and Training. This position reports to the Director, CRM and OmniChannel Optimization. Main Responsibilities
Leads design and delivery of all Key Account Management capabilities in iCONNECT and related systems. Works with business partners to define requirements, prioritize and implement. Sets Product Roadmap and leads development effort, in partnership with JJT, for all capabilities in iCONNECT and other identified systems. Key contributor to CONNEXT (Next-Gen CRM program) specifically in areas of Account Management, Customer Engagement and Territory Management. Partners with SCG and KAM leadership to develop strategy for initial deployments, ongoing adoption and continuous improvement/enhancements. Partnership and key influencer with CRM Training team and SL&D to support end-user Change Management for identified solutions. Partners across StAT to ensure effective implementation of KAM capabilities where there is impact to other tools or data/reporting platforms (e.g. Wizard, MDP, CDP, etc.) Recommends solutions and establishes consensus across teams, including JJT. Coordinate with FEDO and Customer Master teams to improve account data quality and territory alignment processes for Key Account teams. Identify other data quality best practices and implement with these teams, leveraging mature demand-generation processes where possible. Develops partnership with JJT counterparts to ensure timely delivery of system changes with high attention to quality and user experience. Sets priorities to align with organization’s priorities and strategic roadmap. Additional Duties & Responsibilities
Liaison with key partners to obtain deep understanding of all KAM initiatives and goals, to coordinate solutions across the enterprise. Manage partnership with key vendors (e.g. Veeva, Salesforce) to obtain subject matter expertise on available capabilities, with knowledge of and impact to product roadmaps. Manage relationships with consultant partners involved with KAM strategy and/or execution. Provide reports/data extracts on an ad hoc basis, or assist teams in interpreting CRM data used in other reporting. Potential to supervise one direct report (M1) and/or one business analyst (may be a contractor). Oversee CRM Operational processes and Training programs, with support from vendor partners. Required Skills & Experience
Minimum of a Bachelor's Degree is required. At least 7 years of experience, with 5 years of pharmaceutical industry experience required. Experience with CRM systems and solutions is required. Deep knowledge of industry CRM solutions. Knowledge of key account management processes, such as cross-team collaboration and account planning. Experience in managing data and reporting requirements. Experience gathering requirements from user communities and translating to solutions. Expertise in designing and delivering training and change management to drive adoption with new solutions. Ability to learn and apply industry trends/domains and end user needs. Demonstrated ability to influence in a large and matrixed organization required. Experience in managing a backlog/release plan, assigning priority and executing with high quality and efficiency. Excellent communication and training skills required. Other Details
This position is in Titusville, NJ, and follows a hybrid schedule of three days in the office and two days remotely per week. The position will require minimal domestic travel on an ad hoc basis. Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act. The anticipated base pay range for this position is: $120,000-$207,000. Additional pay and benefits information is provided in the company employee benefits documentation.
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