Strategic Customer Development Manager

Who is USP?

The U.S. Pharmacopeial Convention (USP) is an independent scientific organization that collaborates with the world's top authorities in health and science to develop quality standards for medicines, dietary supplements, and food ingredients. USP's fundamental belief that Equity = Excellence manifests in our core value of Passion for Quality through our more than 1,300 hard-working professionals across twenty global locations to deliver the mission to strengthen the supply of safe, quality medicines and supplements worldwide.

At USP, we value inclusivity for all. We recognize the importance of building an organizational culture with meaningful opportunities for mentorship and professional growth. From the standards we create, the partnerships we build, and the conversations we foster, we affirm the value of Diversity, Equity, Inclusion, and Belonging in building a world where everyone can be confident of quality in health and healthcare.

USP is proud to be an equal employment opportunity employer (EEOE) and affirmative action employer. We are committed to creating an inclusive environment in all aspects of our work—an environment where every employee feels fully empowered and valued irrespective of, but not limited to, race, ethnicity, physical and mental abilities, education, religion, gender identity, and expression, life experience, sexual orientation, country of origin, regional differences, work experience, and family status. We are committed to working with and providing reasonable accommodation to individuals with disabilities.

Brief Job Overview

This is a non-supervisory position wherein the incumbent will be responsible for the management of the territory in the region Europe namely French speaking countries and other assigned countries. The incumbent in this position will be responsible for all Customer Engagement activity within the region with a focus on USP's Program Units associated with Small Molecules, Biologics, Excipients, Food & Dietary supplements accounts in the assigned territories. The Strategic Customer Development Manager will work with the Director - Strategic Customer Engagement for the region and other relevant RPO staff to help develop and implement strategic sales plans and achieve revenue performance goals. This position will coordinate and manage USP products and solutions to support strategic initiatives and work closely with other SCD Managers, RPO staff and the department head.

How will YOU create impact here at USP?

In this role at USP, you contribute to USP's public health mission of increasing equitable access to high-quality, safe medicine and improving global health through public standards and related programs. In addition, as part of our commitment to our employees, Global, People, and Culture, in partnership with the Equity Office, regularly invests in the professional development of all people managers. This includes training in inclusive management styles and other competencies necessary to ensure engaged and productive work environments.

The Strategic Customer Development Manager, Europe has the following responsibilities:

Strategic External Engagement

1. Ability to develop and implement engagement strategies with customers and be a focal point for decision-makers for the organizations that need USP's products and solutions.
2. Responsible for identifying, capturing and influencing key decision makers and influencers to adopt USP products and solutions while gaining understanding on customer needs and how USP may improve customer experience and ultimately increasing USP standards usage.
3. Acquire knowledge and analyze territory sales data trends (revenue and units), customer segments, along with drivers and barriers impacting accounts and territory performance.
4. Support development of territory & account plan for future revenue growth. Keep track of the progress to goals on a quarterly basis.
5. Must be able to generate revenue by growing sales and expanded strategic relationships.
6. Makes on-site calls to assigned accounts in the territories and responsible for identifying key decision makers for USP products and solutions usage.
7. Create and leverage high-valued relationships to increase USP's account penetration and the overall value of USP within each account by converting industry prospects into customers.
8. Participate in USP Customer engagement forums, visiting customers in-person, to educate customers on USP products and solutions.
9. Collaborate with USP's scientific experts to provide technical & scientific support to customers.
10. Collaborate with USP's regional external affairs and regulatory engagement team to identify cross-collaborative and engagement opportunities between industry and regulators.
11. Collaborate with USP's regional digital marketing team for timely marketing campaign execution.
12. Identify opportunities to improve the customer experience and work with the appropriate RPO, Global teams & relevant departments to implement, monitor and measure impact.
13. Stay abreast of market conditions that may impact territory customer accounts and their purchasing behavior.

USP Acumen

1. Develop an overall understanding of USP's business. Understands the macro and micro industry environment that influences USP's overall impact on industry.
2. Responsible for being proficient on all new and existing products within the USP portfolio.
3. To bridge the understanding on how customers use USP products and identify areas of potential opportunities for new partnerships.
4. Understand the relationship between USP, Regulatory and industry both domestically and internationally in the region and how those relationships affect our mission and sustainability.

Performance Metrics and Analysis

1. Develop account specific plans and responsible for implementing the annual plan in the assigned accounts. Analyze sales data for accounts and identify trends and patterns in developing strategic plans for revenue achievement and growth.
2. Maintain and update account information for all assigned accounts through updates in Salesforce.
3. Maintain accounts data up to date for all territory assigned accounts on USP360 CRM platform including customer contact and profiling information.
4. Work in collaboration and supporting authorized distributor within the territory under his/her responsibility.
5. Responsible for being proficient at interpreting sales data, territory analysis, and product portfolios in search of opportunities for growth including customer pipeline initiatives.
6. Responsible for following up on sales qualified leads.
7. Perform other related duties as assigned as part of the role.

Who is USP Looking For?

The successful candidate will have a demonstrated understanding of our mission, commitment to excellence through inclusive and equitable behaviors and practices, ability to quickly build credibility with stakeholders, along with the following competencies and experience:

1. A Scientific Professional with Bachelor / Master's degree or PhD in Pharmacy / Life Sciences / Chemistry / Biological Sciences with a business management degree/ MBA is preferred.
2. A minimum of 9-12 years relevant experience in the Pharmaceutical, Biotechnology industries and/or in Analytical Instrumentation Industry.
3. Language Skills Required: English, French.
4. Knowledge of change management. Experience in business development, identifying revenue opportunities.
5. Must have experience working on Salesforce.
6. Sales and account management experience in the Pharmaceutical, Biotechnology and/or Analytical Instrumentation industry.
7. Demonstrate account and project management skills.
8. Work requires excellent written, verbal communication and presentation skills. Requires ability to influence, exceptional interpersonal and negotiation skills.
9. Experience and ability to collaborate extensively internally across various functions, within the South Asia region, with other RPO regions and global headquarters in US.
10. Demonstrating prior knowledge and experience with an ability to build strong relationships, credibility & trust with industry and stakeholders.
11. Self-motivated and proactive with sense of urgency, ability to prioritize and focus on key objectives and able to work in a fast-paced multi-task environment.
12. Ability to travel extensively for USP related stakeholder engagements, as the travel required for this role is up to 70% of the work profile.

Additional Desired Preferences

1. Knowledge and understanding of pharma industries with established contacts within the research, lab management and product development departments.
2. Experience using data analytical platform (e.g. Tableau) and other CRM platform a plus.
3. Experience within regulatory, quality assurance or GMP background a plus.
4. Strong problem-solving skills with customer-centric approach.
5. Proficient in data analytical skills to understand and track financial performance.
6. Ability to analyze and evaluate data and prepare reports related to territories and areas of focus as routine.

Supervisory Responsibilities

None, this is an individual contributor role.

Benefits

USP provides the benefits to protect yourself and your family today and tomorrow. From company-paid time off and comprehensive healthcare options to retirement savings, you can have peace of mind that your personal and financial well-being is protected.
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