Sales Analyst - Field Help Desk

AbbVie's mission is to discover and deliver innovative medicines and solutions that solve serious health issues today and address the medical challenges of tomorrow. We strive to have a remarkable impact on people's lives across several key therapeutic areas – immunology, oncology, neuroscience, and eye care – and products and services in our Allergan Aesthetics portfolio. For more information about AbbVie, please visit us at www.abbvie.com. Follow @abbvie on Twitter, Facebook, Instagram, YouTube and LinkedIn.

The Sales Analyst manages operational support and provides problem-solving assistance to US Field-based teams, including Commercial Sales, Field Medical Affairs, Allergan Aesthetics (Field), and PCYC (Field). This role manages the Field Help Desk Knowledge Base, ensuring the information is consistently updated and relevant. This allows the Help Desk Agent to resolve issues promptly during the first interaction, thereby enabling Field users to remain active in the Field. In addition to managing small projects independently, the Sales Analyst is also responsible for overseeing medium-sized projects with the necessary assistance. This role involves collaborating with internal and external customers, partners, and stakeholders to drive projects, enhance processes, and provide daily support for the Field. Communication is an integral part of this role, as the Sales Analyst is expected to keep both the home office and Field teams updated on changes to support procedures, process changes, and system issues that arise. This role also involves the development and utilization of help desk metrics to facilitate process improvement discussions with peers, partners, and subject matter experts, to streamline operations, enhance sales force effectiveness, and reduce costs. 

Knowledge

·         Applies evolving knowledge of Abbvie business rules and processes to strategically make process improvements within own scope and cross-functionally. Maintains and updates knowledge of the organization's business rules and processes as they change.

·         Leverages industry and market knowledge to continually improve processes and exceed customer expectations.

·         Proactively anticipates the customer's future needs and goals to devise effective strategic sales support solutions.

Skills and Development

·         Utilizes analytical and critical thinking skills to resolve issues efficiently and effectively. Shares best practices with peers and management.

·         Effectively prioritizes and adjusts projects and tasks to meet changing business needs, dynamic working environment and customer's expectations. Seeks management's direction only when priorities conflict with objectives.

Strategic Initiative & Project Lifecycle

·         Analyzes project resource requirements and leverages cross-functional subject matter experts to maximize efficiencies and accelerate project. Effectively communicates project needs, identified risks, and required resources to key stakeholders, management and customers as needed.

·         Manages evolving issues and timelines on assigned projects.  Actively makes recommendations to streamline current processes. Communicates priorities, updates, and changes to timeline.

·         Uses formal tracking/trending to identify larger scope issues, proactively providing solutions and communicating to management. Establishes quantitative and qualitative metrics to measure progress toward goal achievement, utilizing metrics as the basis for measuring level of project success.

Relationship Management

Nurtures relationships with consistent, open, collaborative communication. Effectively manages conflict, competing objectives and priorities.

Is an effective liaison between internal customers and suppliers and internal support teams.

Independently manages supplier deliverables including managing service levels and knowledge base

Effectively leads vendor meetings.   Identifies, resolves and/or escalates issues and conflicts as appropriate.

Significant Work Activities -Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)

• BA, BS degree required or equivalent experience. Minimum of 2 years experience in highly regulated functions. Knowledge of pharmaceutical industry, compliance regulations and standards (PDMA).


• Experience and expertise with regulatory audits and practices.


• Proficient in Microsoft Office suite (Word, Excel, PowerPoint, Access),Vendor management experience, Able to manage multiple tasks/priorities simultaneously with sense of urgency, Strong project management, problem-solving and analytical skills and ability to develop & execute innovative, creative solutions, Strong customer and operations focus, Confidence in providing subject matter expertise to cross functional partners.


• Ability to clearly and confidently articulate complex and difficult concepts, Extensive understanding of pharmaceutical field sales activities, roles and behaviors, Excellent written, verbal and presentation skills, Ability to develop and deliver training and communications, Ability to thrive in a team environment.



 
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Applicable only to applicants applying to a position in any location with pay disclosure requirements under state or local law: ​

• The compensation range described below is the range of possible base pay compensation that the Company believes in good faith it will pay for this role at the time of this posting based on the job grade for this position. Individual compensation paid within this range will depend on many factors including geographic location, and we may ultimately pay more or less than the posted range. This range may be modified in the future.​
• We offer a comprehensive package of benefits including paid time off (vacation, holidays, sick), medical/dental/vision insurance and 401(k) to eligible employees.​
• This job is eligible to participate in our short-term incentive programs. ​

Note: No amount of pay is considered to be wages or compensation until such amount is earned, vested, and determinable. The amount and availability of any bonus, commission, incentive, benefits, or any other form of compensation and benefits that are allocable to a particular employee remains in the Company's sole and absolute discretion unless and until paid and may be modified at the Company’s sole and absolute discretion, consistent with applicable law.

AbbVie is committed to operating with integrity, driving innovation, transforming lives, serving our community and embracing diversity and inclusion.  It is AbbVie’s policy to employ qualified persons of the greatest ability without discrimination against any employee or applicant for employment because of race, color, religion, national origin, age, sex (including pregnancy), physical or mental disability, medical condition, genetic information, gender identity or expression, sexual orientation, marital status, status as a protected veteran, or any other legally protected group status.