Merck Customer Facing Applications, Senior Specialist (Hybrid or Remote) in Raleigh, North Carolina

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Job Description

Reporting to the CFA Strategy and Operations Lead, the Customer Facing Application (CFA) Strategy and Operations Senior Specialist executes the strategic roadmap for US Commercial customer facing applications, including the evolution of Veeva and Veeva Account Management.

Through a deep understanding of customer-facing roles, including that of the Field Sales Representative and Key Account Manager, this individual will partner closely with internal stakeholders across the business and IT, as well as external providers to evolve our strategic customer engagement model. The CFA S&O senior specialist will directly contribute to the transformation to a bi-directional engagement model through our Veeva capabilities and processes for field representatives.

The individual will condense the desired changes or strategic platform enhancement requests into consumable artifacts for distribution/sharing with impacted stakeholders to address both long and short-term issues facing field sales. The individual will represent the field facing channel to drive an omnichannel experience with our customers. The individual will triage and address operational issues that arise related to capability modifications. These capabilities align to key field sales competencies, namely, customer activity reporting, product promotion and business acumen.

Success in this role will require strong project management skills and an effective partnership across many functions including Sales Leadership, Account Executive Leadership, US Market Operations, IT, Training, Compliance and Communications teams.

This role will ensure:
• Realization of the US Commercial CFA roadmap
• Drive an omnichannel experience with our customers representing the field facing channel.
• CFA capabilities are functioning as intended.
• Related business processes are executed to ensure capabilities continue to be fully realized.
• Processes are aligned with compliance requirements.
• Core strategic platform upgrades are prepared for from a business perspective.
• Operational issues are triaged and addressed in a manner that meets the needs of the business.

Responsibilities and deliverables include, but are not limited to:
• Drive creation of planned approach, identify expert stakeholders for engagement and contribution to scope of work.
• Facilitate close collaboration with US Market Operations, DPE, Communication and other critical stakeholders’ teams to execute against planned approach.
• Engage with legal, compliance, and other similar bodies to seek guidance and alignment on new/novel approaches for customer interactions with the field.
• Communicate with senior Sales and Account Leadership to align on approach, share progress, and for risk mitigation.
• Partnering with IT and/or strategic partners to lead the implementation of capabilities.
• Define and execute against a plan to measure success.

Minimum education required:

Required Experience and Skills:
• Strong project management skillset
• Minimum 4 years’ experience in field sales, account management, or an organization which supports field sales and/or account management.
• Demonstrated ability to collaborate, plan and execute.
• Experience in the development or implementation of capabilities (e.g., requirements definition, user acceptance testing)
• Communication and cross-functional collaboration
• Business process design/re-design
• Strategic thinking, business acumen, problem solving, understanding of sales and marketing.
• Ability to negotiate and influence key stakeholders, and lead without authority.
• Strong verbal and written communication skills
• Business analysis, problem solving, understanding of sales and marketing strategic priorities.
• High Compliance IQ: A strong understanding of field sales policy and compliance priorities within a pharmaceutical organization, including the ability to apply to a variety of real-world scenarios.
• Ability to articulate customer facing challenges or opportunities to simplify and improve processes to a large matrix cross functional team.

Preferred Experience and Skills:

MSJR

EBRG

Vetjobs

NOTICE FOR INTERNAL APPLICANTS

In accordance with Managers’ Policy – Job Posting and Employee Placement, all employees subject to this policy are required to have a minimum of twelve (12) months of service in current position prior to applying for open positions.

If you have been offered a separation benefits package, but have not yet reached your separation date and are offered a position within the salary and geographical parameters as set forth in the Summary Plan Description (SPD) of your separation package, then you are no longer eligible for your separation benefits package. To discuss in more detail, please contact your HRBP or Talent Acquisition Advisor.

Employees working in roles that the Company determines require routine collaboration with external stakeholders, such as customer-facing commercial, or research-based roles, will be expected to comply not only with Company policy but also with policies established by such external stakeholders (for example, a requirement to be vaccinated against COVID-19 in order to access a facility or meet with stakeholders). Please understand that, as permitted by applicable law, if you have not been vaccinated against COVID-19 and an essential function of your job is to call on external stakeholders who require vaccination to enter their premises or engage in face-to-face meetings, then your employment may pose an undue burden to business operations, in which case you may not be offered employment, or your employment could be terminated. Please also note that, where permitted by applicable law, the Company reserves the right to require COVID-19 vaccinations for positions, such as in Global Employee Health, where the Company determines in its discretion that the nature of the role presents an increased risk of disease transmission.

Current Employees apply HERE (https://wd5.myworkday.com/msd/d/inst/1422$1533/rel-task/3001$14.htmld)

Current Contingent Workers apply HERE (https://wd5.myworkday.com/msd/d/task/1422$4020.htmld)

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here (https://survey.sogosurvey.com/r/aCdfqL) if you need an accommodation during the application or hiring process.

We are an Equal Opportunity Employer, committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, or disability status, or other applicable legally protected characteristics. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

EEOC Know Your Rights (https://www.eeoc.gov/sites/default/files/2022-10/22-088_EEOC_KnowYourRights_10_20.pdf)

EEOC GINA Supplement​

Pay Transparency Nondiscrimination (https://www.dol.gov/sites/dolgov/files/OFCCP/pdf/pay-transp_%20English_formattedESQA508c.pdf)

We are proud to be a company that embraces the value of bringing diverse, talented, and committed people together. The fastest way to breakthrough innovation is when diverse ideas 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 (https://www.msdprivacy.com/us/en/CCPA-notice/)

U.S. Hybrid Work Model

Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, generally Tuesday, Wednesday and either Monday or Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence. This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”.

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:

Hybrid, Remote Work

Shift:

1st – Day

Valid Driving License:

No

Hazardous Material(s):

n/a

Requisition ID: R267086

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