Associate Director, CRM Operations and Account Management

This job is with Johnson & Johnson, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https : / / www.jnj.com

Job Function : Sales Enablement

Job Sub

Function : Sales Effectiveness

Job Category : People Leader

All Job Posting Locations :

Titusville, New Jersey, United States of America

Job Description :

Johnson & Johnson is currently seeking an

Associate

Director, CRM Operations and Account Management

to join our

Customer Engagement & Digital Transformation

team, located in Titusville, NJ.

About Innovative Medicine

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at https : / / www.jnj.com / innovative-medicine

The

Associate

Director, CRM Operations and Account Management

serves to refine existing processes and implement new capabilities in the Account Management area. The role will partner closely with FEDO, JJT and account management roles across therapeutic areas and the Strategic Customer Group, identifying improvements that focus on efficiency, improved collaboration and deeper customer insights. In addition to an Account Management focus, this role will oversee vendor partners and potential direct reports to manage CRM Operations and Training. This position will report to

Director, CRM and OmniChannel Optimization .

Main Responsibilities :

Leads design and delivery of all Key Account Management capabilities in iCONNECT and related systems. Works with business partners to define requirements, prioritize and implement.

Sets Product Roadmap and leads development effort, in partnership with JJT, for all capabilities in iCONNECT and other identified systems.

Key contributor to CONNEXT (Next-Gen CRM program) specifically in areas of Account Management, Customer Engagement and Territory Management.

Partners with SCG and KAM leadership to develop strategy for initial deployments, ongoing adoption and continuous improvement / enhancements.

Partnership and key influencer with CRM Training team and SL&D to support end-user Change Management for identified solutions.

Partners across StAT to ensure effective implementation of KAM capabilities where there is impact to other tools or data / reporting platforms (e.g. Wizard, MDP, CDP, etc.) Recommends solutions and establishes consensus across teams, including JJT.

Coordinate with FEDO and Customer Master teams to improve account data quality and territory alignment processes for Key Account teams. Identify other data quality best practices and implement with these teams, leveraging mature demand-generation processes where possible.

Develops partnership with JJT counterparts to ensure timely delivery of system changes with high attention to quality and user experience. Sets priorities to align with organization's priorities and strategic roadmap.

Additional Duties & Responsibilities :

Liaison with key partners to obtain deep understanding of all KAM initiatives and goals, to coordinate solutions across the enterprise.

Manage partnership with key vendors (e.g. Veeva, Salesforce) to obtain subject matter expertise to available capabilities, with knowledge of and impact to product roadmaps. Manage relationships with consultant partners involved with KAM strategy and / or execution.

Provide reports / data extracts on ad hoc basis, or assists teams in interpreting CRM data used in other reporting.

Potential to supervise one direct report (M1) and / or one business analyst (may be a contractor.)

Oversee CRM Operational processes and Training programs, with support from vendor partners.

Required Skills & Experience :

A miminum of a Bachelor's Degree is required.

At least 7 years of experience, with 5 years of pharmaceutical industry experience required

Experience with CRM systems and solutions is required

Deep knowledge of industry CRM solutions

Knowledge of key account management processes, such as cross-team collaboration and account planning

Experience in managing data and reporting requirements

Experience gathering requirements from user communities and translating to solutions

Expertise in designing and delivering training and change management to drive adoption with new solutions

Ability to learn and apply industry trends / domains and end user needs

Demonstrated ability to influence in a large and matrixed organization required

Experience in managing a backlog / release plan, assigning priority and executing with high quality and efficiency

Excellent communication and training skills required

Other Details :

This position is in Titusville, NJ, and follows a hybrid schedule of three days in the office and two days remotely per week.

The position will require minimal domestic travel on an ad hoc basis

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected veterans and individuals with disabilities as defined under VEVRAA and Section 503 of the Rehabilitation Act.

Johnson and Johnson is committed to providing an interview process that is inclusive of our applicants' needs. If you are an individual with a disability and would like to request an accommodation, please email the Employee Health Support Center

(ra-employeehealthsup@its.jnj.com) or contact AskGS to be directed to your accommodation resource.

Required Skills : Preferred Skills :

The anticipated base pay range for this position is :

$120,000-$207,000 Additional Description for Pay Transparency :

Subject to the terms of their respective plans, employees and / or eligible dependents are eligible to participate in the following Company sponsored employee benefit programs : medical, dental, vision, life insurance, short- and long-term disability, business accident insurance, and group legal insurance.

Subject to the terms of their respective plans, employees are eligible to participate in the Company's consolidated retirement plan (pension) and savings plan (401(k)). Subject to the terms of their respective policies and date of hire, Employees are eligible for the following time off benefits : Vacation -120 hours per calendar year

Sick time - 40 hours per calendar year; for employees who reside in the State of Washington -56 hours per calendar year

Holiday pay, including Floating Holidays -13 days per calendar year Work, Personal and Family Time - up to 40 hours per calendar year Parental Leave - 480 hours within one year of the birth / adoption / foster care of a child Condolence Leave - 30 days for an immediate family member : 5 days for an extended family member Caregiver Leave - 10 days

Volunteer Leave - 4 days Military Spouse Time-Off - 80 hours

Additional information can be found through the link below.

https : / / www.careers.jnj.com / employee-benefits]]>