Strategic Customer Development Manager

Who is USP

The U.S. Pharmacopeial Convention (USP) is an independent scientific organization that collaborates with the worlds leading health and science experts to develop rigorous quality standards for medicines dietary supplements and food ingredients. At USP we believe that scientific excellence is driven by a commitment to fairness integrity and global collaboration. This belief is embedded in our core value of Passion for Quality and is demonstrated through the contributions of more than 1300 professionals across twenty global locations working to strengthen the supply of safe high-quality medicines worldwide.

At USP we value inclusive scientific collaboration and recognize that attracting diverse expertise strengthens our ability to develop trusted public health standards. We foster an organizational culture that supports equitable access to mentorship professional development and leadership opportunities. Our partnerships standards and research reflect our belief that ensuring broad participation in scientific leadership results in stronger more impactful outcomes for global health.

USP is proud to be an equal employment opportunity employer (EEOE) and is committed to ensuring fair merit-based selection processes that enable the best scientific mindsregardless of backgroundto contribute to advancing public health solutions worldwide. We provide reasonable accommodations to individuals with disabilities and uphold policies that create an inclusive and collaborative work environment.

Brief Job Overview

This is a professional level position wherein the incumbent will be responsible for the management (including top and growth accounts) of an assigned territory or region. The incumbent will be responsible for all GSCD activity within their territory which includes the management of accounts and authorized distributors if assigned. The Manager of Strategic Customer Development will work with the Director Strategic Customer Development/RM of NorAm or Team Lead (depending on the organizational structure) directly for direction priorities and areas of focus. The incumbent will work with the RPO staff to help provide actionable insights from the customer through strategic customer engagement and by capturing them in Salesforce; working sales qualified leads to meet performance goals.

This position will coordinate and manage customer interactions stakeholder groups as assigned promote USP product and services in a portfolio type approach and have one to two areas of specific focus for the North America (NorAM) SCD team. The incumbent will work closely with other Strategic Customer Development Managers globally and RPO staff to identify product enhancements and new service offerings through recording customer insights. The incumbent will support the execution of required plans for key accounts in their respective areas with the key account team. The incumbent is responsible for driving revenue and units sold per territory and reporting to their supervisor on a frequent schedule including taking actions as necessary to overcome challenges.

How will YOU create impact here at USP

As part of our mission to advance scientific rigor and public health standards you will play a vital role in increasing global access to high-quality medicines through public standards and related programs. USP prioritizes scientific integrity regulatory excellence and evidence-based decision-making to ensure health systems worldwide can rely on strong tested and globally relevant quality standards.

Additionally USPs People and Culture division in partnership with the Equity Office invests in leadership and workforce development to equip all employees with the skills to create high-performing inclusive teams. This includes training in equitable management practices and tools to promote engaged collaborative and results-driven work environments.

The Strategic Customer Development Manager has the following responsibilities:

Make the requisite number of touch points (phone calls/emails/teleconferences/meetings/customer visits) to assigned accounts (based on tiers) to the responsible individuals and decision-makers on USPs service and product portfolio with a primary focus on Reference Standards and documenting calls meetings and emails in Salesforce contemporaneously.
Employing strategic customer engagement practices to understand how management behaves to changes and key decision drivers at each of the key accounts and large national companies within their territory.
Create User Forums Quality Hours Workshops and Webinars of topics of key interest to our customers along with Scientific Affairs Science leads and Regulatory Affairs to showcase offerings and the USP value proposition.
Identify companies willing to work with USP on new monographs monograph improvement and bulk material.
Developing account plans and working them to meet the revenue and units targets along with gaining an understanding of customer needs and how USP may meet those needs.
Maintain and update account information for all assigned accounts within Salesforce.
Capturing insights from the customers to determine the drivers and barriers for growth and be solution seeking through documenting the insights in Salesforce.
Understanding and being trained on the SCD hub for all new and existing products to be able to present the USP service and product portfolio to the customers.
Understanding the territory numbers (revenue and units) explicitly and identifying the drivers and barriers for growth trends for reference standards purchases every month. Keep track of the progress to goals monthly.
Analyze the customer reporting data and preparing reports on sales trends for USP and competitor products and make recommendations on business impact and directions.
Provide support to various functions in the organization: Customer Experience Services and Support Key Accounts Marketing based on insights received from the users of the products and services offered.
Know and have complete understanding of USP business. Know what the macro factors are that influence our business in addition to detailed knowledge of customer needs.
Help to increase our understanding of the relationship between USP Regulatory and Commercial markets both domestically and internationally and how those relationships effect our Revenue and Mission.
Support opportunities for Executive Team engagement among top key customers and accounts.
Perform other related duties as assigned.
Travel can be up to 50% both domestic and international.

Who is USP Looking For

The successful candidate will have a demonstrated understanding of our mission commitment to excellence through inclusive and equitable behaviors and practices ability to quickly build credibility with stakeholders along with the following competencies and experience:

Bachelors degree in Chemistry or Biochemistry or a related science field required or business degree or related field.
Three (3) to five (5) years-experience in a life sciences role preferably in the pharmaceutical industry or a contract lab that does testing for pharmaceutical industry or other evidence of experience in conducting USP-NF testing in an analytical laboratory.
Two (2) to five (5) years-experience as a sales account manager providing account management to pharmaceutical or chemical/laboratory supply channels.
Experience in life sciences related work with demonstrated customer facing engagement activities including but not limited to face-to-face interactions and digital touchpoints.
Excellent interpersonal skills presentation communications skills and telephone manner required.
Excellent relationship-building skills with customers.

Additional Desired Preferences

Experience using data analytical platform (e.g. Tableau) and CRM platform (e.g. Sales Force) a plus.
Experience with regulatory quality assurance or GMP background a plus.
Strong account management skills required.
Strong problem-solving skills with customer-centric approach.
Proficient in data analytical skills to understand and track financial performance.
Ability to analyze and evaluate data and prepare reports related to territories and areas of focus as routine.
Self-motivated and able to work in a fast-paced multi-task environment.

Supervisory Responsibilities

None this is an individual contributor role.

Benefits

USP provides the benefits to protect yourself and your family today and tomorrow. From company-paid time off and comprehensive healthcare options to retirement savings you can have peace of mind that your personal and financial well-being is protected.

Compensation

Base Salary Range: USD $99000.00 - $127500.00 annually.
Target Annual Bonus: % Varies based on level of role.

Individual compensation packages are based on various factors unique to each candidates skill set experience qualifications equity and other job-related reasons.

Note: USP does not accept unsolicited resumes from 3rd party recruitment agencies and is not responsible for fees from recruiters or other agencies except under specific written agreement with USP.

Required Experience:

Manager