Customer Experience Representative

Job Description Vaccine Customer Representative: S2 Level The Vaccine Customer Representative (VCR) supports customers by providing clinical information on our Company's vaccines, as well as education and resources. They do this to support customer operational and financial needs such as reimbursement information and contract adherence in an effort to help the provider or system increase their immunization rates among appropriate patients and help protect them from vaccine preventable diseases. The Vaccine Customer Representative (VCR) is the primary point of contact for a variety of customers within their assigned geography. These customers may include health care providers such as physicians, nurses, pharmacists as well as quality directors, immunization managers, and office managers. Within their geography there are a diverse set of health care locations that they will call upon in order to execute their role including clinics, health departments, integrated delivery systems, and hospitals. The VCR is a key member of the local Customer Team that works collaboratively with other field based employees such as the Vaccine Key Customer Leader (VKCL), Vaccine Medical Affairs Leader (VMAL), Region Medical Director (RMD) as well as other members of the extended team. The primary activities include: Engaging in balanced product sales presentations with Health Care Providers and Health Care Business Professionals to align customer needs and our Company's vaccine attributes in accordance with product labeling, and CDC and professional society recommendations. Providing Company Vaccine management with updates on customer needs as it relates to helping them improve patient health outcomes, customer feedback, marketplace dynamics, and progress towards quality goals. Providing customers with key insights by keeping apprised of professional and health care environment knowledge through self-study of company-provided scientific, product and marketplace information, attendance at product workshops and conferences, as well as consistent and ongoing review of our Company's promotional materials. Utilizing analytical skills and tools to engage customers in quarterly business reviews regarding their vaccine contract to educate customers on the best ways to maximize their contract performance across the Company portfolio. Assisting customers with education to improve their organization's immunization rates through adherence to quality based programs using appropriate tools such as Vaccine IQ. Regularly monitoring their business performance against objectives using company provided tools. Developing a territory level business plan that focuses on improving immunization rates with assigned customers in accordance with Our Company's policies, standards, and ethics. Maintaining product knowledge and certification on the entire Company vaccine portfolio along with knowledge of the CDC immunization schedule for both pediatric and adult vaccines. Specifically: Within select customer accounts, acts as primary point of contact for the customer, meet with key customers/personnel to maintain understanding of their current practice structure, business model, and key influencers (Managed Care Organization/payers, employers, state policy), and their patients' needs. For select customer accounts, coordinate with our Company's customer team (Account Executives, Integrated Delivery System team, Solutions support teams, etc.) to outline customer strategy for interactions/relationships aimed at improving immunization rates. This territory covers: Port St. Lucie, FL The ideal location to reside is within this territory. Travel (%) varies based on candidate's location within the geography. Position Qualifications Education Minimum Requirements Bachelor's Degree with 3 or more years Sales experience OR a minimum of high school diploma with at least 6 years of equivalent experience which could include professional sales, experience in marketing, military or healthcare/scientific field that is not sales related (pharmaceutical, biotech, or medical devices). Required Skills Demonstrated strong ability to build trust with customers and demonstrate value in selling situations through high-quality interactions which are focused on products/solutions with the common goal of improving health outcomes.-- - Demonstrated strong ability to divide customer population into groups of individuals who share similar characteristics and buying behaviors, and apply this information to focus on groups effectively, allocate promotional resources, and drive execution of commercial plans.-- - Demonstrated strong ability to understand customer's business climate, assess overall market potential, identify and prioritize unique opportunities and business risks in local markets, develop territory plans and follow up to drive business results in assigned geography or market. - Demonstrated strong ability to understand multiple interdependencies within an account, consider customer healthcare goals and needs, and maximize account performance by building long-term relationships through collaborative business planning processes and approaches. - Demonstrated strong ability to convey technical concepts accurately and clearly- - Demonstrated high degree of tenacity to drive and achieve strong measurable results- - Demonstrated strong ability to overcomes setbacks to meet or exceed objectives - Demonstrated strong pursuit of opportunities to learn and apply new skills to support the business - Demonstrated strong ability to be innovative by utilizing new or existing technologies - Demonstrated strong ability to use data to analyze trends to drive business results - Other Requirements Valid Driver's license Preferred Skills/Experience Vaccines experience Demonstrated strong understanding of Marketing/Sales &/or Marketing/Sales Support Functions/Operations Required Skills: Adaptability, Building Trust, Customer Strategy, Hospital Sales, Identifying Sales Opportunities, Medical Devices, Pharmaceutical Sales Training, Sales Services, Sales Territory Management, Vaccine Management Preferred Skills: Asthma, Business Results, Chronic Care, Immunizations, Sales, Vaccinations US and Puerto Rico Residents Only: As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit: EEOC Know Your Rights EEOC GINA Supplement We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another's thinking and approach problems collectively. Learn more about your rights, including under California, Colorado and other US State Acts The salary range for this role is $106,200.00 - $167,200.00. This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee's position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs. The successful candidate will be eligible for annual bonus and long-term incentive, if applicable. We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at . The application deadline for this position is stated on this posting. San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance Search Firm Representatives Please Read Carefully Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. Employee Status: Regular Relocation: No relocation VISA Sponsorship: No Travel Requirements: 10% Flexible Work Arrangements: Not Applicable Shift: Not Indicated Valid Driving License: Yes Hazardous Material(s): N/A #J-18808-Ljbffr