The PC-ABM will partner seamlessly with Pfizer Connect leadership to deliver the optimal customer experience, advance the capabilities and performance of colleagues at the Pfizer Connect Center as well as with BU leadership on the achievement of sales and engagement metrics. Effectively plan and operationalize a strategy to achieve assigned business and customer experience objectives, collaborating with Pfizer Connect and BU partners, including but not limited to other management teams, marketing, human resources, sales enablement, etc.

BU Area Ownership / Alignment

• Develops and implements strategic plans for the assigned virtual area​ and overall responsibility for budgets in alignment with BU Regional Business Director and Pfizer Connect National Business Director’s expectations to achieve the business potential of the area
• Proactively analyzes data to identify market trends ​
• Collaborates, identifies, & motivates key account development and opportunities that impacts regional / national business​
• Builds relationships with customers (including KOLs) and key stakeholders (including members of the Region Management Teams, Channel Partners, and other cross-functional partners) and utilizes content appropriately for engagement​
• Effectively plan and conduct plan of action and other meetings with BU Area Business Teams, Channel Partners, and other cross-functional partners​
• Collaborates effectively in an integrated account team​ and champions the value of cross-functional collaboration to deliver on customer needs
• Leads cross functional partnerships where, for example, the Pfizer Connect ABM partners with their in-field counterpart to coordinate a program for an office / HCP to meet defined needs in a compliant manner
• Maintains enhanced product and or portfolio, disease state, and market knowledge in order to respond accurately to all questions regarding products, policies, and business-related issues from customers & reps​ 
• Develops cross BU collaboration through Pfizer connect to identify and develop universal best practices

Team Leadership

• Ensures actions of self and team are fully compliant; has complete understanding of all relevant compliance laws, policies and processes​ (e.g. operational, compliance, customer experience)
• Implements and upholds required Standards with promotional colleagues
• Ensures appropriate integration with the BU teams for themselves and for the HSRs (i.e. with the BU ABM and Region)
• Applies situational leadership skills and employs multiple and interactive methods of coaching (e.g., virtual ‘ride a longs’, utilization of chat function while shadowing, F2F coaching) to build rep capabilities ​
• Builds strong team culture, colleague engagement and morale ​
• Promotes a feedback culture and continuous improvement mindset in team to assess quality of customer experience (e.g., uses virtual pulse surveys, team barometers, customer feedback) ​
• Set team goals and hold team members accountable for consistent adherence (e.g., time management, technical knowledge, communication, compliance, use of technology)
• Maintains visibility into individual call planning for direct reports​ 
• Determine and deploy processes and human resources and optimize the allocation of resources within the team
• Proactively promotes the culture of knowledge transfer by collaborating with peers from different BUs on best practices and sharing of learnings and know-how

 
Virtual Excellence / Customer Experience / Pfizer Connect Leadership

• Works with Pfizer Connect National Business Director and peers to continuously improve performance and execution of promotional skills, product knowledge, and capabilities needed for individuals and teams
• Uses metrics to continuously monitor and improve the customer experience provided by representatives on his/her team while sharing best practices and learnings with other Pfizer Connect Leaders
• Builds a diverse, capable pipeline of talent for future Health & Science Sales roles in the BUs
• Able to expertly operate digital and virtual tools / platforms and trains the team to master all available digital / virtual content
• Demonstrates advanced virtual communication skills (e.g., empathy, listening, asking probing questions) ​
• Models systematic approach to virtual engagement (e.g., clear agenda, next steps/follow ups) ​
• Demonstrates remote collaboration skills to seamlessly connect with other BU CFCs and uses digital tools (e.g., digital triage app)​
• ​​Leverages insights and time management from available analytics tools (e.g., Fit-for-Role Profile)  

Basic Qualifications

• Bachelor's Degree required
• 2+ years of pharmaceutical and/or experience required, less with advanced degree
• At least 3-5 years spent in a position with demonstrated leadership across peer and customer groups.
• 2+ years of experience in a business or professional setting utilizing computers, software or applications for day-to-day business processes
• Strong organizational and analytical skills and ability to analyze and draw appropriate conclusions using sales data/call reporting software/applications
• This position may require travel as needed to develop internal and external relationships.
• Candidate demonstrates a breadth of diverse leadership experiences and capabilities including: the ability to influence and collaborate with peers, develop and coach others, oversee and guide the work of other colleagues to achieve meaningful outcomes and create business impact.
• Good decision-making skills with the proven ability to have courageous conversations and coach colleague for improved performance
• Demonstrated analytical skills (e.g. generating systems reports / utilizing real-time monitoring data / making recommendations based on data
• Report to work at the Tampa Site each day Monday – Friday; including each day in the office during New Hire On-Boarding and/or Enhanced Coaching sessions, etc.
• Ability to work within the hours of 7:00 AM – 7:00 PM as defined by manager and needs of the business
• Work each day in the office during the on-boarding of new hires

Preferred Qualifications

• MBA or relevant graduate degree preferred
• Previous pharmaceutical, biotech, or medical marketing/sales experience preferred
• Demonstrated experience in the buy and bill space
• Past history of coaching direct reports on selling skills, contract/pricing promotion in the pharmaceutical and/or buy and bill space is preferred
• Experience working with key thought leaders or high influence customers in large group practices, hospitals, or managed care organizations preferred
• 2+ years of prior experience with virtual selling strongly preferred
• Prior management experience including developing, coaching and managing for improved performance
• Prior experience with contracting permissions and guidelines
• Demonstrated experience facilitating meetings or small group events 
• Experience utilizing real-time reporting and monitoring solutions (e.g. call monitoring)
• Strong technological skills and use of PowerPoint, Excel and Word