Customer Relationship Specialist

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Act as a secondary contact for designated accounts.

• Address moderately complex inquiries, information requests, and manage operational coordination.

• Create customer-facing program summaries, performance overviews, onboarding tools, and informational materials.

• Assist Strategic Account Managers and Directors, National Accounts during client interactions.

• Organize content, collect insights, and prepare follow-up actions.

• Implement strategic account plans by monitoring milestones and engagement activities.

• Coordinate cross-functional initiatives relating to supply chain updates, educational sessions, and data inquiries.

• Identify operational trends or gaps and suggest enhancements.

• Oversee daily service and operational matters with internal teams.

• Monitor recurring issues and escalate root causes with actionable recommendations.

• Keep track of turnaround times, responsiveness, and resolution status.

• Evaluate account performance metrics, order patterns, program adoption, support utilization, and engagement health.

• Generate insights for Monthly Business Reviews, Quarterly Reviews, leadership dashboards, and customer presentations.

• Offer data-driven recommendations regarding risks, growth opportunities, and process enhancements.

• Maintain precise records, tracking tools, and reporting dashboards.

• Serve as a liaison between Sales, Marketing, Order to Cash, Medical Affairs, and other internal stakeholders.

• Organize documentation for approvals, submissions, educational content, and program execution.

• Ensure internal communications and commitments are adhered to.

• Guarantee that customer interactions and documentation align with policies, legal standards, and industry regulations.

• Keep accurate and compliant records.

• Assist with audit preparations, compliance alignment, and documentation review cycles.

⛳️ Requirements

• Bachelor’s degree.

• A minimum of 2 years of experience in customer support, account coordination, analytics, or healthcare operations roles.

• Exceptional written and verbal communication skills.

• Capability to manage complex tasks with minimal supervision while ensuring high accuracy.

• Experience in supporting cross-functional teams.

• Background in working with healthcare providers, public health agencies, or vaccine programs.

• Knowledge of pharmaceutical or regulated healthcare customer engagement practices.

• Proficiency in Excel, dashboards, CRM tools, and data visualization.

• Strong organizational and project management skills.

• Proficiency in French to support Canadian accounts.

• Experience in preparing MBR/QBR materials or presentations on customer insights.

• Availability for occasional travel of up to 10–15%.

• Must be a qualified applicant residing in the United States or Puerto Rico.

🏝️ Benefits

• Health and wellbeing benefits.

• High-quality healthcare.

• Prevention and wellness programs.

• At least 14 weeks of gender-neutral parental leave.

• Mentoring opportunities.

• International mobility programs.

• Career growth opportunities across four continents.

• Company employee benefit programs.

• Equal Opportunity and Affirmative Action employment practices.