CRM & Analytics Analyst

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us! 

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve.   We are EVERSANA.  

THE POSITION:

EVERSANA’s CRM Management team, within the Commercial Operations team, has responsibility for managing the company’s Customer Relationship Management (CRM) tool, currently Salesforce, in partnership with our IT department. As the “business owners” of the CRM, we are accountable for the completeness and accuracy of data within it, which we do by designing and owning the overarching business processes supporting data entry/maintenance, monitoring data for accuracy and completeness, and working with colleagues across the organization to resolve any discrepancies. We work with IT to prioritize change requests and determine appropriate user access permissions.  Furthermore, we work closely with the Commercial Performance team within Commercial Operations as well as Commercial management and Finance to support reporting activities using CRM data.

As a part of EVERSANA’s CRM Management team this key role will involve supporting new and existing users to manage the quality and consistency of data, assisting with the training of users, creating reports and dashboards for the tracking of sales and associated metrics against targets, and assisting in initiatives for the development of the CRM functionality and special projects that could include analysis of metrics. This will also include working with other systems that interface with the CRM, such as financial and contract management systems. You will work with groups from across the organization to ensure that the data included in Salesforce are complete and accurate.

This is a highly visible role and as the successful candidate, you will be interacting with associates, leaders, and senior management from across the organization. Excellent interpersonal and organizational skills are critical, along with knowledge of sales processes and experience working with data.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

• Work with different stakeholder groups across operations, marketing, sales, and finance to ensure correct processes are followed and to ensure CRM data completeness and accuracy
• Supporting CRM Manager monitoring data quality metrics/dashboards
• Creating Account records and making changes to existing records under the direction of the Account Owner
• De-duplication of records (Accounts, Contacts, Opportunities etc.) as needed
• Ensuring correct documentation is attached to records as applicable
• Assist users and answer questions on the platform usage following documented processes
• Assist with the testing of changes/enhancements to the platform as required
• Assist with creating reports and dashboards to report on key metrics under direction of manager and other senior management
• Assist with various projects and programs with various Commercial Operations projects as necessary
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias. 
• All other duties as assigned

EXPECTIONS OF THE JOB:

• Travel National travel 3-5 times per year; International travel maximum once per year.
• Hours 40 hrs per week, M-F

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Demonstrable ability to understand complex concepts/ideas and apply them to a specific function/task; Self-starter as demonstrated by actively seeking out solutions to problems/self-educating where knowledge is lacking. Both of these may be demonstrated through possession of a bachelor’s degree, but in lieu of this, other qualifications/experience will be considered.
• Proactively identify and attempt to resolve issues
• Must be detail oriented, highly organized, have excellent time management skills, and the ability to prioritize and meet deadlines
• Excellent communication and interpersonal skills, maintaining strictly professional and respectful communication at all times.
• Hands-on experience monitoring data quality

PREFERRED QUALIFICATIONS:

• Knowledge of pharmaceutical development and commercialization
• Previous experience working with a CRM system, preferably Salesforce.com
• Associates Degree and/or 3-5 years related work experience

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.

OUR CULTURAL BELIEFS: 

Patient Minded I act with the patient’s best interest in mind.  

Client Delight I own every client experience and its impact on results.  

Take Action I am empowered and empower others to act now.  

Grow Talent I own my development and invest in the development of others.   

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.  

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.  

Embrace Diversity I create an environment of awareness and respect.  

Always Innovate I am bold and creative in everything I do. 

All your information will be kept confidential according to EEO guidelines.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact Brooke Smith, [email protected].

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