Customer Relationship Specialist
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Job Description
Customer Relationship Specialist supporting strategic U.S. and Canadian vaccine accounts at Sanofi, an AI-powered biopharma company. Analyzing performance, coordinating operations, and resolving customer issues.
Responsibilities:
- Serve as a secondary point of contact for assigned accounts
- Handle moderately complex questions, information requests, and operational coordination
- Prepare customer-facing program overviews, performance summaries, onboarding tools, and informational resources
- Support Strategic Account Managers and Directors, National Accounts during customer engagements
- Organize content, gather insights, and prepare follow-up actions
- Execute strategic account plans by tracking milestones and engagement activities
- Coordinate cross-functional activities related to supply chain updates, educational sessions, and data requests
- Identify operational trends or gaps and propose improvements
- Manage day-to-day service and operational issues with internal teams
- Track recurring issues and escalate root causes with recommendations
- Monitor turnaround times, responsiveness, and resolution status
- Analyze account performance metrics, order patterns, program adoption, support utilization, and engagement health
- Produce insights for Monthly Business Reviews, Quarterly Reviews, leadership dashboards, and customer presentations
- Provide data-driven recommendations on risks, growth opportunities, and process improvements
- Maintain accurate records, tracking tools, and reporting dashboards
- Liaise between Sales, Marketing, Order to Cash, Medical Affairs, and other internal partners
- Coordinate documentation for approvals, submissions, educational content, and program execution
- Ensure internal communications and commitments are followed through
- Ensure customer interactions and documentation comply with policies, legal standards, and industry regulations
- Maintain accurate and compliant records
- Support audit preparation, compliance alignment, and documentation review cycles
Requirements:
- Bachelor’s degree
- Minimum 2 years of experience in customer support, account coordination, analytics, or healthcare operations roles
- Excellent written and verbal communication skills
- Ability to manage complex tasks with minimal supervision while maintaining high accuracy
- Experience supporting cross-functional teams
- Experience working with healthcare providers, public health agencies, or vaccine programs
- Familiarity with pharmaceutical or regulated healthcare customer engagement practices
- Proficiency in Excel, dashboards, CRM tools, and data visualization
- Strong organizational and project management abilities
- French language proficiency to support Canadian accounts
- Experience preparing MBR/QBR materials or customer insights presentations
- Occasional travel availability of up to 10–15%
- Must be a qualified applicant residing in the United States or Puerto Rico
Benefits:
- Health and wellbeing benefits
- High-quality healthcare
- Prevention and wellness programs
- At least 14 weeks’ gender-neutral parental leave
- Mentoring opportunities
- International mobility programs
- Career growth opportunities across four continents
- Company employee benefit programs
- Equal Opportunity and Affirmative Action employment practices
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