Customer Relationship Specialist – Vaccines (West Time Zone)

Job title: Customer Relationship Specialist, Vaccines (West Time Zone)

• Location:Morristown, NJ

About the Job

The Customer Relationship Specialist– Vaccines is responsible for providing advanced operational, analytical, and relationship-support functions for high‑value healthcare customers across the U.S. and Canada. This role partners closely with Strategic Accounts Managers and Directors, National Accounts to drive execution of account plans, improve customer experience, and ensure the smooth coordination of vaccine initiatives with integrated delivery networks, public health agencies, government entities, and large provider networks.

The Specialist serves as a subject‑matter resource on process execution, customer data insights, reporting, and issue resolution. This position supports strategic customers by identifying trends, managing escalations efficiently, preparing high‑impact materials, and ensuring compliance across all customer interactions.

Join the team protecting half a billion lives every year with next-gen science, mRNA innovation, and AI Vaccines driven breakthroughs. In Vaccines, you’ll help advance prevention on a global scale - and shape the future of immunization

About Sanofi:

We’re an R&D-driven, AI-powered biopharma company committed to improving people’s lives and delivering compelling growth. Our deep understanding of the immune system – and innovative pipeline – enables us to invent medicines and vaccines that treat and protect millions of people around the world. Together, we chase the miracles of science to improve people’s lives.

Main Responsibilities

Customer Partnership & Engagement Support

• Serve as a knowledgeable secondary point of contact for assigned accounts, handling moderately complex questions, information requests, and operational coordination.

• Prepare customer-facing materials such as program overviews, performance summaries, onboarding tools, and informational resources.

• Support SAM’s/DNA during high-stakes customer engagements by organizing content, gathering insights, and preparing follow-up actions.

Account Plan Execution

• Contribute to the execution of strategic account plans by tracking project milestones, monitoring engagement activities, and ensuring deliverables remain on schedule.

• Coordinate cross-functional activities linked to customer initiatives (e.g., supply chain updates, educational sessions, data requests).

• Identify operational trends or gaps in customer workflows and propose actionable improvements.

Issue Management & Escalation Support

• Manage day‑to‑day service or operational issues, partnering with internal teams (Customer Experience, Supply Chain, etc..) to resolve them efficiently.

• Track recurring issues and escalating root causes with clear summaries and recommendations for corrective action.

• Monitor turnaround times, responsiveness, and resolution status for escalated items.

Insights, Reporting & Data Analysis

• Analyze account performance metrics, including order patterns, program adoption, support utilization, and engagement health.

• Produce detailed insights into Monthly Business Reviews, Quarterly Reviews, Leadership Dashboards, and customer presentations.

• Provide data-driven recommendations to SAM’s/DNAs on risk areas, growth opportunities, and process improvements.

• Maintain accurate records, tracking tools, and reporting dashboards with high standards of data integrity.

Cross-Functional Collaboration

• Act as a liaison between Sales, Marketing, Order to Cash, Medical Affairs, and other internal partners to support customer needs.

• Coordinate documentation required for approvals, submissions, educational content, or program execution.

• Ensure communications and commitments made by internal partners are followed through in a timely manner.

Compliance & Documentation

• Ensure all customer interactions and documentation comply with internal policies, legal standards, and industry regulations.

• Maintain high-quality, accurate, and compliant records of all actions, decisions, and communications.

• Support audit preparation, alignment with compliance partners, and documentation review cycles.

Success Metrics (KPIs)

• Accuracy & Quality: High accuracy of reporting, documentation, and insights (target 98%+).

• Issue Resolution: Improvement in issue cycle time and reduction in repeat escalations.

• Account Plan Execution: On-time delivery of milestones and customer commitments.

• Customer Satisfaction: Strong internal and external satisfaction scores related to support quality.

• Data Stewardship: 100% compliance with documentation standards.

• Operational Impact: Documented process improvements or efficiencies delivered each quarter.

About You

Required Qualifications

• Bachelor’s degree

• 2–4+ years of experience in customer support, account coordination, analytics, or healthcare operations roles.

• Excellent communication skills, both written and verbal.

• Ability to manage complex tasks with minimal supervision while maintaining high accuracy.

• Demonstrated experience supporting cross-functional teams.

Preferred Qualifications

• Experience working with healthcare providers, public health agencies, or vaccine programs.

• Familiarity with pharmaceutical or regulated healthcare customer engagement practices.

• Strong analytical capabilities with proficiency in Excel, dashboards, CRM tools, and data visualization

• Strong organizational and project management abilities..

• French language proficiency to support Canadian accounts.

• Experience preparing MBR/QBR materials or customer insights presentations.

Travel Requirements

• Occasional travel (up to 10–15%) for customer meetings, team summits, or special projects.

Why Choose Us?

• Bring the miracles of science to life alongside a supportive, future focused team. 

• Discover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally. 

• Enjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact. 

• Take good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave. 

• Work at the forefront of AI-driven research, smart manufacturing, and groundbreaking mRNA platforms that are redefining the future of immunology.

• Help protect half a billion people every year, contributing to one of the largest global vaccination efforts in healthcare

• Develop your career with access to mentoring, international mobility programs, and opportunities to grow across four continents

Sanofi Inc. and its U.S. affiliates are Equal Opportunity and Affirmative Action employers committed to a culturally diverse workforce. All qualified applicants will receive consideration for employment without regard to race; color; creed; religion; national origin; age; ancestry; nationality; marital, domestic partnership or civil union status; sex, gender, gender identity or expression; affectional or sexual orientation; disability; veteran or military status or liability for military status; domestic violence victim status; atypical cellular or blood trait; genetic information (including the refusal to submit to genetic testing) or any other characteristic protected by law.

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All compensation will be determined commensurate with demonstrated experience. Employees may be eligible to participate in Company employee benefit programs, and additional benefits information can be found here.