Customer Engagement Specialist

Customer Engagement Specialist South West Netherlands

For a collaboration with one of our customers, we are looking for a Customer Engagement Specialist.

The Customer Engagement Specialist is responsible for company performance in defined territory for assigned

brands. Executing tailored Health Care Professional (HCP) plans by having patient-focused Interactions to improvethe long-term relationship with the customer groups.

Tasks And Responsibilities

Customer interaction

• Inform customers in order to strengthen the relationship with them and enhance their knowledge and experience with the products.
• Execute multichannel customer interactions, tailoring information based on HCPs needs and priorities and via HCPs channel preference to build trustful & long-term customer relationships by applying patient-focused interactions.
• Digital savvy: Utilize the advantages of digital solutions to ensure a holistic customer experience and satisfaction.
• Stimulate cross-functional collaboration and peer-to-peer communication between HCPs
• Ensure the products are used properly by supporting the creation and implementation of necessary protocols or other hospital and regional guidelines.

Market information

• Search, gather and analyze market information in order to stay up to date and ensure relevant information is shared with all internal stakeholders
• Search for new information and insights with regard to the competition, HCPs, accounts, and political/insurance landscape.
• Analyze the experience of the customers with the products, their perception of materials and strategies and share these insights with internal stakeholders.
• Integrate insights of other departments in own analyses.

Planning & execution

• Translate sales data and market information into an account and call plan for the assigned area, taking into account marketing imperatives. Execute the plans, evaluate and adapt if necessary, in order to meet the KPIs.
• Continuously enrich the customer understanding by capturing insights in the CRM system
• Analyze sales data of company and competitor products
• Create, execute and evaluate/update account, regional and call plan(s).
• Seek feedback on plans during field days and account reviews.
• Conduct all necessary training (product- and indication related; compliance; skills) and if necessary, take the obligatory exams to be certified.

Projects

• Initiate and execute projects in close cooperation with other internal stakeholders.
• Prepare a business case (needed for national/regional projects), set up the project plan and involve all necessary stakeholders. Evaluate and adjust the plan when needed.

Your key working relations internally are the Medical Affairs, Marketing and Hospital & Tender Management departments. Externally you are in close contact with Health Care Professionals and Key Opinion Leaders

The ideal candidate:

• Bachelor's degree with preferably a (para) medical background.
• At least 3 years of relevant experience in account management.
• Strong communication skills in Dutch.
• Strong digital mindset, capabilities and confidence toward multichannel usage.
• Strong ability to think economically and act accordingly.
• Willingness and ability to adapt quickly to changes.
• Learning agility and flexibility (switch easily to taking up responsibility for other products).
• Very good relationship (networking) skills and the ability to organize yourself.
• High independence and intrinsic motivation.
• Willingness to work in a team.

IQVIA is a leading global provider of advanced analytics, technology solutions and clinical research services to the life sciences industry. We believe in pushing the boundaries of human science and data science to make the biggest impact possible – to help our customers create a healthier world. Learn more at https://jobs.iqvia.com