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Customer Experience Manager
locationsKuwait time typeVollzeit posted onHeute ausgeschrieben job requisition idR2745222 Job title : Customer Experience ManagerOur Team:
We are seeking a highly motivated and visionary leader interested in shaping the management of people at risk of developing/or with T1 diabetes.Your core responsibilities will include:
Mapping and segmenting accounts (e.g., Centers of Excellence or other key accounts in the Autoimmune diabetes local care pathway) and developing in-depth knowledge of each identified key account including strategic goals, value drivers, relevant business metrics, and unique emerging needs Understanding key accounts’ critical stakeholders (e.g., endocrinology / immunology ‘C-suite’ executives and key decision makers), their roles, org structure and how they influence each other in the ecosystem to ensure account/departmental coordination Developing understanding of target accounts (e.g., Centers of Excellence or other key accounts in the Autoimmune diabetes local care pathway) functioning and existing screening/infusion infrastructure to identify operational barriers that could prevent patients from accessing screening or treatment administration Developing strategic account plans including prioritization, based on identified barriers to address and opportunities Co-creating solutions with accounts’ key decision-makers to remove operational barriers and supporting screening and monitoring initiatives Collaborate to establish screening and infusion infrastructure beyond key Centers of Excellence, (e.g., specialized sites to develop home infusion solutions) Engaging with accounts’ key stakeholders to convey a compelling narrative on T1D and screening and create general disease awareness (incl. T1D prevalence, severity and stages / disease progression pre-launch and treatment options post-launch) and tailoring engagement to the stakeholders’ level of maturity Leveraging omnichannel approach (e.g., F2F, social media, portals, etc.) to ensure a high-touch and personalized engagement with key accounts’ stakeholders Identifying and mapping referral network to provide guidance on which key stakeholders field teams need to engage with in priority to develop a streamlined referring process through multidisciplinary referral networks Collaborating with cross-functional field-based teams (e.g., Market Access) in leading discussions on product access and formulary inclusion, administrative flows definition, and more generally to proactively address accounts’ needs Coordinating cross-functional field team interactions with key customer accounts to ensure effective pull-through Informing customer segmentation and customer portrait / persona creation by sharing insights collected on the fieldAbout you
Experience :+ Desired experience in Type 1 Diabetes /Specialty / Rare diseaseThis job is no longer accepting applications.
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