Customer Engagement Lead

India, India

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The role serves the patients by enhancing the access of Roche innovations through account/top TAE partnerships and by creating high performance culture in the state.

  • Accountable for identifying commercial challenges/opportunities in the state and Co-creating  commercial vision, strategy, plans and objectives along with the state team and oversee its implementation
  • Partner and co-create Integrated Medical, access and commercial  strategy  for the state.
  • Lead  the Medical, Access and Commercial squad.
  • Coach and guide the team of customer relationship  partners & DST in the state.
  • Business forecasting (Revenue & resource reqd.) for the year based on historical sales trends, potential vs. depth analysis, opportunity assessment and other micro & macro factors and trends
  • Oversee monthly business Planning & Execution including strong focus on Secondary & inventory trends to deliver revenue objectives.
  • Accountable for overall patient and business impact from the customer/accounts and actively contributes to the state P&L.
  • Be the catalyst and rally support to the state team to deliver the agreed objectives. 
  • Identify customer needs and moment of truths and co-create patient centric solutions with the customer to deliver customer delight.
  • Develop strong connections with top External Stakeholders as well as internal stakeholders to drive collaboration.
  • Foster collaboration and ensure cross pollination of success stories and learning across state clusters
  • Nurture  talents in the state by providing opportunities and scouting for good talents across industry and employ for better outcomes
  • End to end management of customer relations and legitimate needs through right identification of challenges, belief and motivators.
  • Develop top account/TAE relationships and create shared value partnership.
  • Build  outcome focused partnerships with KDM, influencers and other  stakeholders in the account  to build sustainable long term partnership.
  • Sharing strategic insights with the launch team for building state commercial strategy. Calling out key pivotal hurdles, bring in the outside In perspective for decision making

Functional Competencies

  • Understanding of the account dynamics and broader ecosystem
  • Understanding of account SOPs, policies and procedures
  • Knowledge of competitor customer strategies
  • Creative Thinking
  • Project Management
  • Feedback, Coaching and Mentoring

Mindset & Behaviours

  • Patient & Customer Centric
  • Pragmatic
  • Experimenting & Risk taking
  • Questioning & Challenging
  • Networked & Collaborative

Eligibility Criteria (Qualification and  Experience)

  • Educational Qualification - Must Meet: Science Graduate/B.Pharma
  • Educational Qualification - Optional: MBA equivalent;
  • Overall Work Exp: 10-15 year in customer facing role;
  • Relevant Work Exp: 5-10 year in sales & people leadership role
  • Open to relocation
  • Technical Skills:
    • Communication and interpersonal skills,
    • Project Management
    • Feedback, coaching and mentoring
    • Business planning experience
    • Strong Collaboration and Networking skills
    • Inspiring & influencing
    • Experience of cross functional project leadership
    • Understanding of key account management

Roche is an equal opportunity employer.

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