May 26, 2023

Job Description

Thousands of people die of cancer around the world every day. At Novartis, we are reimagining cancer care with radioligand therapy. By harnessing the power of radioactive atoms and applying it to advanced cancers, radioligand therapy is theoretically able to deliver radiation to target cells anywhere in the body. As a global company, the resources and opportunities for growth and development are plentiful including global and local cross functional careers, a diverse learning suite of thousands of programs & an in-house marketplace for rotations & project work. We are passionate about improving patient health by leading innovation in nuclear medicine and our ambition is to touch 1 million patients’ lives with radioligand therapy by 2030. We are looking for people who share our commitment to help us achieve this goal.

The Lead Account Support role will be responsible to lead a regional customer-facing team (up to 6 people) supporting ~100 accounts with customer product ordering (new orders, reschedules, manufacturing/delivery updates) and any inquires. Engagement provided primarily through phone and email. The lead will also guide their respective regional pods on how to effectively address customer support needs. They will serve as experts on relevant technology/systems and knowledge/content. They will be responsible to manage top/high volume accounts (up to 20 accounts) and serve as their main point of contact for all product ordering needs.

Your responsibilities will include, but are not limited to:
• Lead regional pod team (up to 6 people) directly interacting and supporting customers.
• Manage top/high volume accounts as main point of contact for full order management journey. Demonstrate mastery in handling complex interactions and/or cases as it pertains to navigating product ordering and delivery.
• Serve as subject matter expert across all elements of customer support including but not limited to customer scheduling, delivery, order management and associated system applications.
• Partner with cross-functional stakeholders responsible for product manufacturing and delivering to create solutions to address customer needs.
• Champion enhancements of protocols to respond to customer inquiries across communications (e.g., phone, chat, fax, iSMS / text, mail, and e-mail) in a prompt and courteous manner.
• Prepare proper documentation, and notifications; perform proper escalation, tracking, and follow-up. Ability to complete all calls once they have begun to ensure no interruption of service.
• Adhere to all applicable Working Practice Documents (WPDs), Work Instructions (WIs) and Compliance Guidelines.
• This position will have rotating shifts that will fall between 8:00 am – 8:00 pm EST, which generally will be an 8.5-hour shift with two paid breaks and an unpaid lunch break. This position will require holiday support for Customer Support (CS) team.

This position will be located at the East Hanover, NJ site and will not have the ability to be located remotely. This position will require 5% travel as defined by the business (domestic and/ or international). Please note that this role would not provide relocation and only local candidates will be considered.

The pay range for this position at commencement of employment is expected to be between $88,000 and $132,000/ year; however, while salary ranges are effective from 1/1/23 through 12/31/23, fluctuations in the job market may necessitate adjustments to pay ranges during this period. Further, final pay determinations will depend on various factors, including, but not limited to geographical location, experience level, knowledge, skills and abilities. The total compensation package for this position may also include other elements, including a sign-on bonus, restricted stock units, and discretionary awards in addition to a full range of medical, financial, and/or other benefits (including 401(k) eligibility and various paid time off benefits, such as vacation, sick time, and parental leave), dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment. If hired, employee will be in an “at-will position” and the Company re-serves the right to modify base salary (as well as any other discretionary payment or compensation program) at any time, including for reasons related to individual performance, Company or individual department/team performance, and market factors.

Diversity & Inclusion / EEO

The Novartis Group of Companies are Equal Opportunity Employers and take pride in maintaining a diverse environment. We do not discriminate in recruitment, hiring, training, promotion or other employment practices for reasons of race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, marital or veteran status, disability, or any other legally protected status. We are committed to building diverse teams, representative of the patients and communities we serve, and we strive to create an inclusive workplace that cultivates bold innovation through collaboration and empowers our people to unleash their full potential.

Minimum Requirements

What you’ll bring to the role:

Education: Bachelor's degree required; Master's degree a plus

Required Experience:
• 3+ years of progressive business experience in the biopharmaceutical industry with broad understanding of pharmaceutical sales, marketing, customer and patient services
• 2+ years of customer service/support experience
• Ability to lead a team and drive results
• Ability to manage multiple projects and consistently meet deadlines; strong interpersonal and time management skills, and an ability for productive collaboration across varying departments
• Strong written and verbal skills
• Proficient in PowerPoint and Excel, and navigating systems related to product ordering and case management preferred
• Knowledge of pharmaceutical industry regulations, patient privacy and other relevant legal policies and principles
• Ability to work a flexible staggered schedule (early mornings/ later evenings)

• Oncology experience
• Change management and project management experience

Why Novartis?
766 million lives were touched by Novartis medicines in 2021, and while we’re proud of this, we know there is so much more we could do to help improve and extend people’s lives.

We believe new insights, perspectives and ground-breaking solutions can be found at the intersection of medical science and digital innovation. That a diverse, equitable and inclusive environment inspires new ways of working.

We believe our potential can thrive and grow in an unbossed culture underpinned by integrity, curiosity and flexibility. And we can reinvent what's possible, when we collaborate with courage to aggressively and ambitiously tackle the world’s toughest medical challenges. Because the greatest risk in life, is the risk of never trying!

Imagine what you could do here at Novartis!

Commitment to Diversity & Inclusion: Novartis is committed to building an outstanding, inclusive work environment and diverse teams representative of the patients and communities we serve.

Accessibility and Reasonable Accommodations: Individuals in need of a reasonable accommodation due to a medical condition or disability for any part of the application process, or to perform the essential functions of a position, please send an e-mail to [email protected] or call +1 (877)395-2339 and let us know the nature of your request and your contact information. Please include the job requisition number in your message.

Join our Novartis Network: If this role is not suitable to your experience or career goals but you wish to stay connected to hear more about Novartis and our career opportunities, join the Novartis Network here: https://talentnetwork.novartis.com/network
Novartis Patient Support
East Hanover, NJ
Full Time
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RLT Account Customer Support Lead - West

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