Associate Director, CRM Operations and Account Management

At Johnson & Johnsonwe believe health is everything. Our strength in healthcare innovation empowers us to build aworld where complex diseases are prevented treated and curedwhere treatments are smarter and less invasive andsolutions are 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 more at

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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 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 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 organizations 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 Bachelors 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 () or contact AskGS to be directed to your accommodation resource.

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Director