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Job Summary
Otsuka America Pharmaceutical, Inc. has launched a new customer engagement approach designed to better deliver on patient, caregiver and HCP needs in an evolving healthcare environment. The new model is built around where patients get their care—locally, with the intent to better serve patients, caregivers, and healthcare providers, delivering a higher quality experience that ultimately is focused on improving patient care.
The local “ecosystem approach” creates a unified focus among account management, medical, patient access and market access to engage local healthcare systems and identify opportunities to improve the patient experience. Through this matrix model, customers will now experience more coordinated and seamless care with digital-enabled support to help bridge care gaps.
The Ecosystem Lead will report to a Sr. Business Director (SBD) and be grouped into a regional area. The SBDs have significant autonomy to assess unique market priorities and customize decisions that reflect local customer needs. In the future, Otsuka will be shifting to a team-based approach to drive customer engagement quality, accountability, and cohesion around patients and healthcare providers.
Ultimately, it is all about putting customers at the center of everything we do.
Purpose
The Ecosystem Lead will work collaboratively with cross functional peers to develop the ecosystem business plan and execution strategy for engaging with key systems of care to create joint value for Otsuka, customers, and patients.
Job Description
1. Collaborate with ecosystem cross-functional team to develop and execute on the ecosystem strategy to generate enhanced customer satisfaction, improved patient outcomes and business opportunities for Otsuka.
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Development and drive ecosystem commercial strategy
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Lead a team of Health Science Associates (HSAs) within an ecosystem to drive appropriate clinical demand and improve patient and customer experience.
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Execute and adapt the regional/ecosystem plan to achieve patient centric objectives, KPIs
and performance targets.
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Constantly scan the industry and broader commercial environment to identify best practices
in the healthcare ecosystem and integrate them into Otsuka through the development of
innovative account management processes.
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Consolidate insights gathered from field force and other sources (e.g., analytics) that will
serve as input for regional business plans.
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Coach HSAs to shape customer plans based on market dynamics to address customer needs
and deliver performance against HSA and ecosystem KPIs.
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Collaborate with ecosystem partners to develop and execute customer engagement strategies and initiatives, gaining insights and perspectives through strong external customer interaction, primary and secondary market research, and field organization.
2. Build, maintain and leverage networks and relationships in the complex healthcare ecosystem to gain insight into customer needs and priorities and contribute to improved customer, patients, and business outcomes.
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In coordination with local HSAMs, partner with senior customers (e.g., leaders in IDNs) within the ecosystem by improving and maintaining ongoing relationships, and establish patient centric platforms for strategic partnership.
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Deeply understand the unique needs of each customer in their pursuit of improved patient outcomes, lower costs, and improved quality of care by building, maintaining, and leveraging networks and relationships in the healthcare ecosystem and co-creating solutions with customers.
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Collaborate appropriately across ecosystem roles in support of shared patient-centric and customer engagement quality goals, including customizing local field deployment based on local needs and developing ecosystem strategic plans and KPIs.
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Integrate, synthesize, and harness knowledge from established relationships to develop a deep understanding of the ecosystem and how to effectively influence the system to deliver improved patient outcomes.
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Conduct business to the highest ethical and professional standards, consistent with Otsuka guidelines and policies.
3. Drive a high performance, patient centric, highly engaged culture within the ecosystem.
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Create and foster a culture that is collaborative and customer centric, to ensure solutions are designed to continuously enhance customer engagement, satisfaction, and improved patient outcomes.
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Provide adaptive leadership and coaching to the team to support, motivate and enable them
to successfully deliver the business plan and priorities.
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Ensure that the sales goals and forecasts for the region are consistent with the organization’s long-range strategic objectives.
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Lead business analysis to identify and recommend strategic opportunities to maximize
business results, incorporating input and ideas from across Otsuka.
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Track the ecosystem customer experience, both formally and informally, and use this
information to enhance customer engagement and strategy.
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Foster a cross-functional account environment that is collaborative and customer-centric to
engage the customer as solution partners across the portfolio.
Qualifications
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Bachelor’s degree: MBA or other related graduate degree preferred.
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Previous experience leading account managers or alliance/partnership managers, including developing and implementing account plans, contracting for various health ecosystem
players (e.g., health system or hospital), is required.
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Previous cross-functional industry experience in commercial life sciences (pharma or
biotechnology) or related industry engaging with key healthcare ecosystem players (e.g.,
payers, health systems), is a plus.
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Ability to work in an ambiguous environment undergoing transformation is a strong plus
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Proven track record in coaching, training and/or mentoring peers or others as assigned;
helping such others to better meet or exceed their goals, targets, and other responsibilities.
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Proven track record for consistently meeting or exceeding financial and/or other
quantitative targets, as well as qualitative goals.
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Demonstration of in-depth knowledge of strategy development, including contracting
strategy, administration and pull through is a strong plus.
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Previous field sales management and/or marketing experience in the Neuroscience or Nephrology market, or related industry is preferred.
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Strong understanding of healthcare compliance, legal and regulatory landscape.
