Regional Key Account Manager, North

The Position

Regional Key Account Manager

• Managing Team/People Coach (Boehringer Ingelheims KAM model CEM KAM) and lead a team of Key Account Executives within an assigned territory.
• Undertake change management within the evolving multi-channel customer engagement environment employing hybrid coaching skills (F2F - face to face S2S - screen to screen).
• Managing Business/Performance:

• Develop Key account management strategy and execute a Regional/ National Key account business plan to maximize resource utilization ensuring targeting of the most valuable accounts KAE/CRM KPI achievement target/ goal setting (e.g. listing process sales profit market share growth etc.) relationship building/ customer engagement market share development & customer base expansion.
• Cross functional collaboration (e.g. Market Access Medical Marketing Promotion HP Ops etc.) to achieve KAM business goals.
• Responsible for meeting/ exceeding business objectives for the assigned territory and individual direct reports.
• Compliance Code of Conduct and Policies - responsible for ensuring all company industry and local compliance requirements(e.g. Pharmacovigilance) are understood adhered to monitored and respected within the immediate team.

Tasks & Responsibilities:

1. Analyze monitor execute and achieve Key Account Plans:

• Develop execute and achieve/exceed Key Account Plans aligned with the National/ Regional Plan
• Identify/Segment the target Key accounts (hospitals/ institutions)/ customers (stakeholders - purchasing medical committee pharmacist hospital directors marketing etc.)
• Outline the process of 1) Tiering 2) Prioritizing and 3) Clustering employed in the selection of KEY accounts
• Utilize the best data sources - internal information (Veeva/Promotion data) public information interview & account research which supports the identification of target accounts
• Monitor implementation of Key Account Plans (incl. budgets and expenses) regularly and take appropriate actions to address issues/ under-performance to ensure achievement of objectives
• Provide data driven analysis/actionable insights and recommend appropriate solutions for performance gaps and opportunities during Business Review.
• Regularly interact with cross functional team (Medical Marketing Promotion Market Access etc.) to align on the roles and responsibility to ensure Key Account Plan execution
• Demonstrate Boehringer Ingelheim behaviors and act as a role model of Boehringer Ingelheim values.

2. Coach KEY Account Executives (F2F/ virtual) to develop excellent Account Engagement skills (aligned to CEM KAM and Boehringer Ingelheim KAM model) executed across customers preferred communication channels:

• In depth and accurate knowledge of the Hybrid CEM KAM steps behaviours and standards for each proficiency level in the CEM rubric
• Utilising CfE/ Virtual consistently plan the coaching session by reviewing previous coaching logs comments on Veeva online. CfE report areas of improvement and areas of strengths
• Coach/ Train KAEs on effectively utilizing all channels and data sources (e.g. F2F - face to face S2S - screen to screen Datasight) to drive excellent Account Engagement
• Create and execute a sequential coaching plan to ensure development of Reps focused CEM KAM behavior
• Create the coaching report (F2F/ S2S) by entering basic information about the session and any useful pre-coaching notes. Add behaviors based on identified developmental areas. Create and share to KAEs and line manager completed coaching report
• Conduct the coaching session applying eGROW principles by focusing on the selected behaviors and giving objective feedback at the end of each coaching session
• Include the appropriate proficiency rating for each behavior aligned with observed evidence and the CEM KAM rubric
• Complete the coaching by identifying SMART development objectives based upon hybrid CEM KAM behaviours most requiring attention
• Allocate coaching days based on priority of development needs within KAEs

3. Recruit Manage KAE Performance and Development within the assigned Territory:

• KAE Job Profile and Competency Framework actively referred to in screening for new hires to ensure potential KAEs can operate in a multi-channel account engagement environment
• Manage KAE performance regularly driving customer focus outcome orientation long-term perspective ownership course correction

• Results: Manage long term growth profitability (discounts) customer satisfaction rating
• Process milestones: listing status vs objective proportion of accounts at/ beyond each step average time between stages of process
• Activities: Quality of KEY account plans % milestones and Key activities achieved vs plan

• Initiate develop and implement KAE performance action plans per KAE priority in a regular consistent manner
• Address KAE non-performance with courage and speed following Company guidelines (e.g. objectively data driven)
• Conduct coaching and MAG discussions - beginning of the year year-end (or whenever the need arises)
• Identification of talents within the team who can be considered for promotion to the next level or cross posted to a different function
• Observe document and reward the quantitative and qualitative performance of the KAEs in the context of the Regional Key Account Plans.
• Conduct coaching and MAG discussions (beginning of the year year-end or whenever the need arises)
• Identification of talents within the team which can move to the next level or cross post to a different function

4. Utilize Veeva CRM system Datasight and standard reports to monitor and maximize account engagement and KAE productivity including Multi-channel utilization (F2F S2S KPIs):

• Maintain correct and complete customer database for the responsible territory within the legal framework
• Active and regular monitoring of Account performance Multi-channel execution data and all relevant activity KPIs to track KAE multi-channel customer interactions and their impact on account plan execution
• Maximize the productivity of the Key account team by utilizing Veeva functions like Veeva Account planning CfE Reports and dashboards
• Submit a monthly performance & activities report with appropriate analysis action plans and competitor activity information sharing with relevant colleagues/ functions.
• Ensure daily & factual interaction submissions from the KAEs in Veeva
• Regular review of all reports submitted by the KAEs with corresponding comments and action plans agreed together with the KAM

5. Comply with local regulations industry and the BI Code of Conduct:

• Comply with all regulations regarding interactions with healthcare professionals (HCPs) following the BI Code of Conduct
• Take prompt and necessary actions on issues of compliance and Pharmacovigilance
• Be a role model in compliance with local regulations industry and the Boehringer Ingelheims Code of Conduct
• Ensure KAEs are knowledgeable and compliant with relevant Code of Conduct documentation and regulations

Requirements:

Capabilities required:

• Government/ Market/ Industry/ Product knowledge
• Account engagement skills
• Promotion Action Planning/ Key Account Planning
• Customer Relationship Management
• Communication skills
• Planning and organizing
• Negotiation skills
• Performance management
• Driving Execution Excellence
• IT literacy
• Advanced organization skills across multiple simultaneous Key Account Management initiatives

Experience required:

• Direct promotion experience in healthcare industry is advantageous
• Prior District Management Key Account and/or Marketing experience and management is advantageous.

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