Customer Success Manager

Job Description:In addition to strategy development, the Ecosystem Lead will oversee the successful execution of the ecosystem strategy. They will collaborate with other team members to identify and address potential challenges or obstacles while regularly reporting on the performance of the ecosystem. The Ecosystem Lead will also work with the team to develop and implement new initiatives, ensuring that Otsuka remains competitive and market relevant.Roles and Duties:• The formulation of an effective commercial strategy is crucial for the growth and success of an ecosystem• Coordinate and direct a Health Science Associates (HSAs) team within an ecosystem to drive clinical demand and enhance patient and customer satisfaction.• Modify the regional/ecosystem plan in line with the objective of putting patients at the center of operations.• Continuously explore the healthcare industry and broader commercial context to recognize best practices and embed them into Otsuka's innovative account management methodologies.• Utilize insights acquired from the field force and other analytical sources to inform the development of regional business plans.• Train HSAs to adapt customer plans based on the changing market dynamics, meeting customer expectations while achieving HSA and ecosystem performance goals.• Work hand in hand with ecosystem partners to devise and implement customer involvement methods and programs which will enable you to get a deeper understanding of the customers through active interaction, primary and secondary market research activities, and field organization.• Foster strong connections with HSAMs in the area and work closely with top-tier senior customers, such as IDN executives, to establish platforms committed to patient-centric strategic partnerships.• Develop a thorough comprehension of the distinct requirements of every client as they strive towards better patient outcomes, reduced expenses, and enhanced quality of care. This can be achieved by constructing, preserving, and exploiting networks and associations in the healthcare domain and collaborating with clients to create solutions.• Promote synergy among various parties within the healthcare system to ensure the satisfaction of patients and customers. This may entail using local insights to design deployment strategies that address the unique needs of different communities and developing strategic goals and performance metrics for the ecosystem.• Develop an in-depth comprehension of the ecosystem and effective methods to influence the system for enhancing patient outcomes by assimilating, merging, and utilizing knowledge from established associations.• Maintain unwavering adherence to Otsuka's guidelines and policies, ensuring all business activities are conducted with the utmost ethical and professional standards.• Encourage a work environment that promotes collaboration and prioritizes customer satisfaction. This ensures that solutions are tailored to enhance customer engagement and deliver better patient outcomes.• Encourage creative thinking and innovation among team members, in order to foster new ideas and solutions that can drive business success.• It is crucial to align the sales targets and predictions for the area with the company's long-term strategic plans.• Our team of experienced business analysts will work closely with Otsuka to develop a customized strategy that aligns with its unique needs and goals, while taking into account the competitive landscape and industry trends.• Keep tabs on how customers interact with your ecosystem by tracking both formal and informal feedback. Use this information to improve customer engagement, and refine your overall strategy.• Develop a culture of collaboration where customers have a voice in the solution-building process across all departments.Qualifications:• We are looking for candidates with a Bachelor's degree as a minimum requirement but would prefer if they have completed postgraduate studies in a related field, such as an MBA degree.• It is mandatory for the candidate to have prior experience in managing account managers or partnership managers, which involves creating and executing account strategies and negotiating contracts with different players in the health ecosystem such as healthcare systems and hospitals.• Consideration for the role would be given to those with past experience in commercial life sciences (biotechnology or pharmaceuticals) or a related industry, with a strong emphasis on interacting with prominent healthcare ecosystem entities (e.g. payers, health systems).• Demonstrating competence in navigating through a dynamic and uncertain work setting is highly advantageous• Successful in supporting colleagues in meeting their objectives and surpassing their responsibilities.• Demonstrated history of achieving or surpassing financial and other measurable objectives, as well as qualitative aspirations.• Possessing a comprehensive understanding of strategy creation, covering contracting strategy, governance, and execution, is a highly sought-after attribute.• Experience in field sales management or marketing in the Neuroscience or Nephrology industry, or a related field, would be advantageous.• Thorough knowledge of the healthcare compliance, legal and regulatory environment.Skills:• Performance Accountability - Stay committed to fundamental strategic objectives, take on responsibility for elevated performance standards, and play a crucial part in the implementation of change.• Employ a strategic mindset to weigh the potential outcomes for the business, patients, employees, and clients before making any decisions.• Keep our customers' needs at the heart of our business operations to assure their satisfaction and welfare.• Effective Communication - Utilize reasoning, lucidity, and courtesy to deliver messages that create an impact. Encourage positive outcomes for Otsuka by persuading at all tiers.• Through respectful collaboration, individuals and organizations can achieve greater success and make a greater impact on society.• It is crucial for businesses to actively participate in professional development to stay ahead of the curve.About Otsuka:Otsuka America Pharmaceutical, Inc. has introduced a fresh strategy for customer engagement to address the ever-changing needs of patients, caregivers, and healthcare providers in an evolving healthcare landscape. The approach emphasizes the locations where patients seek medical care, offering enhanced services to patients, caregivers, and healthcare providers, leading to an improved experience overall. The local ecosystem approach unites account management, medical, patient access, and market access to work with local healthcare systems and identify opportunities to bolster the patient experience. The matrix model is designed to offer customers a more cohesive and streamlined experience, leveraging digital-enabled support to bridge gaps in care. The Ecosystem Lead will be supervised by a Sr. Business Director (SBD) and be assigned to a regional area, where SBDs have the autonomy to evaluate distinctive market priorities and tailor decisions accordingly to meet local customer requirements. In the future, Otsuka will adopt a team-based approach to ensure quality, accountability, and coherence among customer engagement and healthcare providers, all with a central focus on customer satisfaction.