Strategic Customer Development Manager, Remote (CA Based)

Who is USP?

The U.S. Pharmacopeial Convention (USP) USP is an independent scientific organization that collaborates with the world's top experts in health and science to develop quality standards for medicines, dietary supplements, and food ingredients. USP's fundamental belief that Equity = Excellence manifests in our core value of Passion for Quality through our more than 1,100 talented professionals across five global locations to deliver the mission to strengthen the supply of safe, quality medicines and supplements worldwide.

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?

• 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 USP’s 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.
• Work closely with accounts to help shepherd Monograph Donations to the USP pipeline.
• 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.
• Elevating customer insights and potential future customer needs as the quality paradigm changes.
• 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 Rev