At arenaflex, we're on a mission to accelerate medical breakthroughs and improve patient outcomes worldwide. As a leading global provider of advanced analytics, technology solutions, and clinical research services to the life sciences industry, we're committed to pushing the boundaries of human science and data science. We're now urgently hiring an experienced Customer Experience Manager to join our Central/West team, and we're excited to find the right candidate to help us deliver exceptional customer experiences and drive business growth.
**About arenaflex**
arenaflex is a global leader in commercial solutions, helping biopharma, medical device, and diagnostic companies get their therapies to the people who need them. Our teams provide valuable insights and access to markets, demonstrating the value of products to payers, physicians, and patients. With a focus on providing talent for field/inside sales, medical device support, clinical support, and medical affairs, our Commercial Sales & Medical Solutions (CSMS) division has 10,000+ field professionals in over 30 countries addressing physician and patient needs.
**The Synvisc Team: Agile and Customer-Centric**
The Synvisc team is revolutionizing the way we operate, designing a business model that responds to fast-changing customer needs. As part of an agile team, you'll work to determine clear goals, actions, and measures, prioritizing activities that deliver customer-centric solutions for the delivery of Synvisc and Synvisc One. Your role will be to operate strategically in prioritized accounts, delivering valued omnichannel engagement solutions with a group of clearly defined key stakeholders in a specific geography for Synvisc, resulting in an increase in the number of patients benefiting from our medicine.
**Key Responsibilities**
As a Customer Experience Manager, you'll be responsible for:
* Growing 100-200 key Synvisc accounts through proactive account management to key stakeholders within each account, starting with the development of a pull-through plan for key systems and dissemination of promotional materials through Phone, Email, and Direct Mail.
* Managing existing contracts to ensure ordering in line with tier pricing structure.
* Placing customer orders and directing customers to Specialty Distributor selling platforms.
* Prospecting new business opportunities and creating new customer agreements.
* Maintaining Account Map and Contact Tool and monitoring account performance.
* Identifying and analyzing impediments to performance, including outside interference, and guiding teams towards solutions in a commercial environment, using digital and data analytics.
* Using innovative tools and technology to enhance the learning experience and assist others with adopting new technology solutions.
**Essential Qualifications**
* Valid Driver's License.
* A minimum of 5+ years of pharmaceutical, biotech, or medical device sales experience required.
* Account Management Experience in Orthopedics, Medical Surgical, or complex account selling required.
* Proven success and positive track record of consistent sales performance in complex markets with diverse customer segments operating with a high degree of integrity.
* History of successfully influencing customers using virtual tools and resources.
* Demonstrated ability to use data and data analytics by unearthing valuable insights from data that can help lead to new solutions for the customer.
* Highly organized with strong account management skills.
* Strong commercial business acumen, strategic, critical thinking/problem solving, and innovative thinking capabilities.
* Excellent interpersonal skills and communication skills, ability to develop important relationships with key stakeholders.
**Preferred Qualifications**
* A minimum of 7+ years of pharmaceutical, biotech, or medical device sales experience.
* Strong organizational skills with the ability to adapt to change in a fast-paced environment.
**Technical Skills**
* Proficient in Microsoft Office Suite (Outlook, PowerPoint, Word, Excel).
* Experience with Power BI and Veeva CRM.
* Education: BA/BS Degree required.
* Language Requirements: Fluency in English.
* Physical Requirements: n/a.
* Travel: Ability to travel up to 10% of time throughout the nation, to home office and meetings/conventions as necessary.
* Candidates must complete all fleet safety training and must maintain an acceptable driving record regarding accidents and incidents.
**What's in it for you?**
arenaflex offers a wide array of benefits to support our employees and their families. Best of all, we offer a comprehensive benefit plan that is effective day one! This includes, but is not limited to, Health, Dental, Vision, 401k, Tuition Assistance, and Discretionary Time Off. Ask your Recruiter for additional information.
**Join our team and accelerate your career!**
We're committed to providing equal employment opportunities for all, including veterans and candidates with disabilities. If you're passionate about delivering exceptional customer experiences and driving business growth, we encourage you to apply! Even if you feel you're not a perfect match, we'd still love to hear from you. We're looking for great people to join our friendly team.
**Apply Now!**