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Customer Solution Specialist

Contracting offers Zürich | Zürich, Switzerland | Full Time

Job Description

Umanova is a Swiss professional services company with an innovative and future oriented approach to consulting providing outstanding conditions.

For our international customer in Zürich we are looking to hire a Customer Solution Specialist.

Role Objective:

  • Responsible for leading and developing local customer relationships to protect and grow business within compliance and legal requirements
  • Responsible for the active promotion of the priority products of the Primary Care setting (Calcimagon, GI portfolio) in the respective territory
  • Applies 360° customer segmentation ( based on current business, growth potential, behaviour, and channel preferences) in order to tailor interactions as part of an efficient multichannel approach
  • Generates and processes customer insights that inform strategic and tactical decisions
  • Reports into the Business Unit Director Primary Care

Therapy Area & Product Liaison:

  • Deliver agreed strategy and all necessary tactics within the target group / target accounts in order to drive customers performance and manage the dialogue (across a variety of channels and interaction formats) with customers around our focus products. This includes delivering product and therapeutic knowledge and services, engaging prescribers, SD-physicians, and retail pharmacy staff not only F2F but also via other channels
  • Operate in a manner that is always in line with compliance and legal requirements and according to the marketing and sales strategies
  • Act as an ambassador for the customer's brand, its vision and values that achieves patient focus at all levels of the business

Analysis and identification of customer needs:

  • Works in a proactive manner and with a customer-centric mindset, defined as listening to customers and finding solutions to their needs, also ensuring that in activities and outcomes the patient comes first
  • Recognizes needs, potential and opportunities at the individual customer level
  • Analyzes and reports interactions and response to information/services provided in order to inform an individualized multichannel plan per customer
  • Identifies and proactively reports actionable insights that can help improve business results
  • Covers top pharmacies to optimize business in close collaboration with Pharmacy and SD Contracting Manager
  • SD physicians: Maintains and expands business across the whole portfolio, applying the rebate policy provided by the Pharmacy and SD Contracting Manager

Commercial Excellence:

  • Reports on progress and deviations to Business Unit Director
  • Conducts weekly reporting and analyzing and follow-up of activities in CRM system
  • Translates input given within ladder of adoption to plan customer interactions: Establish current status quo, consider what is needed to move the customer along to the next step or prevent from moving backwards

Communication & Cross-Functional Collaboration:

  • Develops and maintains strong, effective and constructive relationships with external partners
  • Identifies and raises relevant issues and proposes potential solutions through the appropriate internal and external channels
  • Shares best practice, ideas and insights freely within the team

Retail Key Capabilities:

  • Experience in pharma in-field roles is a pre-requisite
  • Understanding of the dynamics of the Primary Care market environment and the business model where the Retail Portfolio is operating
  • Strong knowledge of the Swiss pharmaceutical market and healthcare system
  • Fluent in German, (French for the French territory) and English

Customer Centricity:

  • Can come up with effective questions to uncover customer needs, recognises which needs are actionable and which are not
  • Adapts own style and content to customer
  • Tailors/chooses available resources so they correspond to customer needs

Agility / Innovation:

  • Proactive management and ownership of customers and accounts
  • Looks for new ways to differentiate within key accounts by improving customer experience going beyond the standards that worked in the past (e.g. sponsoring, congresses)
  • Identifies risks, barriers and opportunities and viable solutions to solve problems e.g. ways to remove barriers

Business Acumen:

  • Demonstrates a sound understanding of relevant financials e.g. ability to understand sales trends and interpret market data, volume to counterbalance rebates, margins/profitability
  • Analyses all available data of own accord and draws conclusions on buying patterns, trends and opportunities
  • Shows a winning mentality e.g. confident issues can be overcome; strives to be the best and outperform competition