Senior Product Account Manager

Job Title: Senior Product Account Manager

• Location: Cambridge, MA

About the job

We are an innovative global healthcare company, committed to transforming the lives of people with immune challenges, rare diseases and blood disorders, cancers, and neurological disorders. From R&D to sales, our talented teams work together, revolutionizing treatment, continually improving products, understanding unmet needs, and connecting communities. We chase the miracles of science every single day, pursuing progress to make a real impact on millions of patients around the world.

Supporting the 1Rare Universe in its common goals, mission and new go-to-market (GTM) approach, the Senior Product Account Manager will be a critical connector between the Divisional Director and the broader teams within their assigned region. The GTM model highlights the need to reinvent and evolve the Product Services role with more accountability, responsibility, and strategic intent than ever before. This pivotal role requires an elite "play to win" mindset with elevated performance expectations, accountability, strategic thinking, and proactive leadership. 

The Senior Product Account Manager will be responsible for managing a territory of healthcare facilities that treat Rare Disease patients.  The Senior Product Account Manager is highly motivated and an analytically minded territory executive that will secure, build and maintain long-term relationships with Healthcare Professionals to enhance their experience with Sanofi.The Senior PAM consistently tracks, evaluates, and interprets patient adherence to therapy in addition to working cross functionally to identify barriers to treatment. This includes the use of advanced tracking tools to determine the root cause for deviations, analysis of territory trends, and reporting to appropriate parties. 

The Senior Product Account Manager will be involved in multiple concurrent projects while consistently utilizing strategic analysis and influence to deliver a best-in-class Customer experience. They take initiative on issues/gaps or projects that arise and quickly develop a plan for improvement and collaboration. Acting as an agent of change during times of transition, they provide leadership and mentorship to the broader team. Within the GTM model, the Senior PAM works alongside four core cross-functional partners on a regular basis: Case Managers (CM), Patient Education Liaisons (PEL), Sales, and Medical teams — collaborating closely to ensure a seamless patient journey and best-in-class customer experience. 

Join the team transforming care for people with immune challenges, rare diseases, cancers, and neurological conditions. In Specialty Care, you’ll help deliver breakthrough treatments that bring hope to patients with some of the highest unmet needs.

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

GTM & Cross-Functional Collaboration 

• Partner with Case Managers and Patient Education Liaisons by sharing relevant patient information on orders, infusion data, and missed doses; jointly identify and address barriers to treatment; and align on patient status, adherence and shipping updates; coordinate Charitable Access program transitions to and from Commercial treatment 

• Engage with Sales and Medical team to align on account strategy, share customer insights, and support a unified approach to healthcare provider relationships; collaborate to stay informed on clinical developments, support compliant communication of patient insights, and ensure alignment on disease state and product expertise 

• Collaborate in monthly account strategy and planning with teams — including CM, PEL, Sales, and Medical — contributing insights and strategic recommendations specific to their region 

• Participate in launch preparations with insights and expertise, supporting new product and indication readiness 

• Coordinate on patient journey continuity and onboarding across all team partners — including onboarding new customers and infusion sites — maintaining alignment on patient status, needs, and treatment milestones 

• Communicate KPIs to measure success and impact on a monthly basis across team partners, ensuring transparency, alignment, and accountability for results 

• Travel based on cross-functional team needs, driven by strategic account priorities within their assigned region 

Customer Relations 

• Cultivates, builds, and maintains strong relationships with Healthcare Professionals at treating facilities to obtain patient infusion information/barriers 

• Organically building sustainable customer relationships through shared goals that are identified during regular proactive outreach and communication 

• Advanced personalized communication plan for customers that delivers best patient and financial outcome for the business 

• Foresees and mitigates potential interruptions to therapy and work with PSS team to resolve. 

• Outperform Customer Satisfaction KPI’s and Quality standards 

• Anticipate internal and external customer needs and seek solutions to complex issues 

Infusion and Adherence Data Quality 

• Promotes and executes customized Infusion Reminder Communications to increase adherence and maximize revenue opportunities, while providing an invaluable service to enrolled accounts 

• Communicates to cross-functional team to ensure orders received are on target with financial expectations. Pull forward or Push back to meet quarterly goals 

• Report product events under strict FDA guidelines and audits 

• Organize and work with key stakeholders (Leadership, Distribution, Transportation) to coordinate order processing and delivery ahead of patient infusion 

Order Management 

• Solicit, receive, and process patient specific orders from multiple channels 

• Works with Customer to identify each patient/infusion date and order delivery timeline 

• Proactively identifies barriers to treatment by staying ahead of scheduled Infusion Reminder Communication and Missed Dose outreach 

• Helps team to reduce emergency and weekend shipments through team outreach and shared goal  

• Work within CRM/ERP/Distribution and 3rd parties to receive and process orders overnight 

• Update patient dose, supply chain affiliation, and adherence cases via CRM 

• Track each shipment via FedEx and enact emergency order process if required. Relay information to customer 

• Leverage inventory and supply in ERP at both US Distribution Centers to manage timely order delivery 

CRM/ERP Data Management  

• Master technology and understanding of dual system functionality (SAP and Salesforce) 

• Demonstrates an acute attention to detail by actively utilizing and maintaining CRM database for territory; maintenance of existing accounts including contacts, order history, dose information, missed doses, adherence and activity logs 

• Investigate and resolve first line technical issues and escalate any outstanding items 

• Reconcile all data from CRM tool (Salesforce) to revenue distribution system (SAP) 

• Analyze and interpret data, using statistical techniques for in-depth evaluation of territory accounts, recognizing trends and offering solutions to optimize patient adherence 

• Create and decide which patient adjustments are entered after analyzing and communicating with key stakeholders to update and reconcile drug on hand 

• Partner with Master Data as requestor to onboard customers, update state licenses and DEA information and document all changes complying to FDA audits 

• Partner with CI2C to update 340b Pricing, Direct Customer creation and inquires, invoice adjustments 

• Report adverse events, product complaints and manage all return goods/billing adjustment processes 

• Lead Process innovation and process improvements  

Inventory Management 

• Monitor daily inventory levels in SAP system and confirm with Distribution Centers 

• Strategically prioritize the shipment of orders to prevent any missed infusions for patients 

• Daily communication with Distribution Centers to ensure orders are reaching their requested destination 

About You

• Bachelor's Degree and at least 3 years of experience in an Account Management, Database or Business Systems Analytics, Operations, or similar role.  

• Demonstrated advanced analytical and organizational skills with perceptive attention to detail.  

• Ability to analyze and interpret data sets & reports. 

• Excellent communication and interpersonal skills, with the ability to effectively communicate with individuals at all levels of an organization.  

• Must be able to adapt to change and prioritize in a dynamic and complex environment. Ability to independently manage a territory and drive a successful outcome.  

• MS Excel strongly preferred. 

• Knowledge and use of Salesforce preferred. 

• Knowledge and use of SAP preferred. 

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.  

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.

#GD-SG
#LI-GZ

#vhd

#LI-Hybrid

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.