Job Summary
Otsuka America Pharmaceutical, Inc. has launched a new customer engagement approach designed to better deliver on patient, caregiver and HCP needs in an evolving healthcare environment. The new model is built around where patients get their care—locally, with the intent to better serve patients, caregivers, and healthcare providers, delivering a higher quality experience that ultimately is focused on improving patient care.
The local “ecosystem approach” creates a unified focus among account management, medical, patient access and market access to engage local healthcare systems and identify opportunities to improve the patient experience. Through this matrix model, customers will now experience more coordinated and seamless care with digital-enabled support to help bridge care gaps.
The Ecosystem Lead will report to a Sr. Business Director (SBD) and be grouped into a regional area. The SBDs have significant autonomy to assess unique market priorities and customize decisions that reflect local customer needs. In the future, Otsuka will be shifting to a team-based approach to drive customer engagement quality, accountability, and cohesion around patients and healthcare providers.
Ultimately, it is all about putting customers at the center of everything we do.
Purpose
The Ecosystem Lead will work collaboratively with cross functional peers to develop the ecosystem business plan and execution strategy for engaging with key systems of care to create joint value for Otsuka, customers, and patients.
Job Description
- Collaborate with ecosystem cross-functional team to develop and execute on the ecosystem strategy to generate enhanced customer satisfaction, improved patient outcomes and business opportunities for Otsuka.
- Development and drive ecosystem commercial strategy.
- Lead a team of Health Science Associates (HSAs) within an ecosystem to drive appropriate clinical demand and improve patient and customer experience.
- Execute and adapt the regional/ecosystem plan to achieve patient centric objectives, KPIs.
- Constantly scan the industry and broader commercial environment to identify best practices in the healthcare ecosystem and integrate them into Otsuka through the development of innovative account management processes.
- Consolidate insights gathered from field force and other sources (e.g., analytics) that will serve as input for regional business plans.
- Coach HSAs to shape customer plans based on market dynamics to address customer needs and deliver performance against HSA and ecosystem KPIs.
- Collaborate with ecosystem partners to develop and execute customer engagement strategies and initiatives, gaining insights and perspectives through strong external customer interaction, primary and secondary market research, and field organization to successfully deliver the business plan and priorities.
- Build, maintain and leverage networks and relationships in the complex healthcare ecosystem to gain insight into customer needs and priorities and contribute to improved customer, patients, and business outcomes.
- In coordination with local HSAMs, partner with senior customers (e.g., leaders in IDNs) within the ecosystem by improving and maintaining ongoing relationships, and establish patient centric platforms for strategic partnership.
- Deeply understand the unique needs of each customer in their pursuit of improved patient outcomes, lower costs, and improved quality of care by building, maintaining, and leveraging networks and relationships in the healthcare ecosystem and co-creating solutions with customers.
- Collaborate appropriately across ecosystem roles in support of shared patient-centric and customer engagement quality goals, including customizing local field deployment based on local needs and developing ecosystem strategic plans and KPIs.
- Integrate, synthesize, and harness knowledge from established relationships to develop a deep understanding of the ecosystem and how to effectively influence the system to deliver improved patient outcomes.
- Conduct business to the highest ethical and professional standards, consistent with Otsuka guidelines and policies.
- Drive a high performance, patient centric, highly engaged culture within the ecosystem.
- Create and foster a culture that is collaborative and customer centric, to ensure solutions are designed to continuously enhance customer engagement, satisfaction, and improved patient outcomes.
- Provide adaptive leadership and coaching to the team to support, motivate and enable them.
- Ensure that the sales goals and forecasts for the region are consistent with the organization’s long-range strategic objectives.
- Lead business analysis to identify and recommend strategic opportunities to maximize business results, incorporating input and ideas from across Otsuka.
- Track the ecosystem customer experience, both formally and informally, and use this information to enhance customer engagement and strategy.
- Foster a cross-functional account environment that is collaborative and customer-centric to engage the customer as solution partners across the portfolio.
Qualifications
- Bachelor’s degree: MBA or other related graduate degree preferred.
- Previous experience leading account managers or alliance/partnership managers, including developing and implementing account plans, contracting for various health ecosystem players (e.g., health system or hospital), is required.
- Previous cross-functional industry experience in commercial life sciences (pharma or biotechnology) or related industry engaging with key healthcare ecosystem players (e.g., payers, health systems), is a plus.
- Ability to work in an ambiguous environment undergoing transformation is a strong plus.
- Proven track record in coaching, training and/or mentoring peers or others as assigned; helping such others to better meet or exceed their goals, targets, and other responsibilities.
- Proven track record for consistently meeting or exceeding financial and/or other quantitative targets, as well as qualitative goals.
- Demonstration of in-depth knowledge of strategy development, including contracting strategy, administration and pull through is a strong plus.
- Previous field sales management and/or marketing experience in the Neuroscience or Nephrology market, or related industry is preferred.
- Strong understanding of healthcare compliance, legal and regulatory landscape.
Competencies
- Accountability for Results - Stay focused on key strategic objectives, be accountable for high standards of performance, and take an active role in leading change.
- Strategic Thinking & Problem Solving - Make decisions considering the long-term impact to customers, patients, employees, and the business.
- Patient & Customer Centricity - Maintain an ongoing focus on the needs of our customers and/or key stakeholders.
- Impactful Communication - Communicate with logic, clarity, and respect. Influence at all levels to achieve the best results for Otsuka.
- Respectful Collaboration - Seek and value others’ perspectives and strive for diverse partnerships to enhance work toward common goals.
- Empowered Development - Play an active role in professional development as a business imperative.
Minimum $143,340.00 - Maximum $204,930.00, plus incentive opportunity: The range shown represents a typical pay range or starting salary for candidates hired to perform the work. Other elements may be used to determine actual salary such as the candidate’s job experience, specific skills, and comparison to internal incumbents currently in role. This information is provided to applicants in accordance with states and local laws.
Company benefits : comprehensive medical, dental, vision and prescription drug coverage, company provided Basic Life, AD&D, Short-term and Long-term Disability insurance, tuition reimbursement, a 401(k) match, 20 plus PTO days depending on length of service, 16 paid holidays, 3 floating paid holidays, paid leave programs as well as other company provided benefits.
Disclaimer:
This job description is intended to describe the general nature and level of the work being performed by the people assigned to this position. It is not intended to include every job duty and responsibility specific to the position. Otsuka reserves the right to amend and change responsibilities to meet business and organizational needs as necessary.
Otsuka is an equal opportunity employer. All qualified applicants are encouraged to apply and will be given consideration for employment without regard to race, color, sex, gender identity or gender expression, sexual orientation, age, disability, religion, national origin, veteran status, marital status, or any other legally protected characteristic.
If you are a qualified individual with a disability or a disabled veteran, you may request a reasonable accommodation, if you are unable or limited in your ability to apply to this job opening as a result of your disability. You can request reasonable accommodations by contacting Accommodation Request.
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