Analyst - Customer Facing E&C Support

Job title: Analyst - Customer Facing E&C Support Specialist

• Location: Hyderabad

About the job

Sanofi has currently the best and most robust pipeline of R&D and consequent new launches of our history. As new phase of Play-To-Win strategy, funding this pipeline and new launches is key to materialize the miracles of the science to improve people lives. Thus, as we enter the next phase, modernization of Sanofi is required as per the recent announcements on DRIVE, and in this respect, we are in the beginning stages of organizing the Go-to-Market Capabilities (GTMC) team at global level.

The GTMC organization will help us to drive best-in-class capabilities across the board and bring value and excellence in our commercial operations. This move is a key part of the aimed modernization of Sanofi and will allow us to focus on our priorities across our products, market and pipeline through the reallocation of resources and realizing the efficiencies of removing silos that exist between our business units, avoiding the duplication and overlapping of resources, standardizing our processes and tools, operating with a One Sanofi approach to accelerate our key capabilities development, and fostering the entrepreneurial spirit by speeding up the decision making.

Customer Facing CRM & Platforms team aims for:

• Centralize Go-to-Market excellence and operational tasks across Global Business Units (GBUs),

• Standardize best-in-class capabilities with strengthened global support while verticalization of reporting within GTMC from local to global,

• Define clear ways of working and bringing clarity on interfaces with GBUs, Digital, and executional support on commercial operations from Sanofi hubs to optimize process excellence and efficiency.

Main responsibilities:

• Be able to draft user acceptance test scripts on a monthly basis (this activity can be shared for OneCRM functionality and E&C functionalities)

• Local E&C instances Data update activities:

• Manage Fair Market Values rates updates (2 per year)

• Manage Hospitality rules updates (weekly basis)

• Manage Contracts updates

• Administration tasks related to 1CRM E&C:

• Manage User access creation

• Regularly review the list of inactive users and cleanup

• Support the project team in the process to bulk upload passive participants and in other planned big rocks undefined

• Platform optimization & configuration: Analyze user workflows and identify opportunities to optimize processes within the Veeva CRM platform. Supporting team in connecting with stakeholders to configure system settings and automate workflows to improve efficiency and productivity.

• Support & troubleshooting. Help team in providing the ongoing technical support to users experiencing difficulties with Veeva CRM. Maintain a knowledge base of frequently asked questions (FAQs) and solutions for common Veeva CRM issues with proper support level defined by global teams.

• Administrative task. Support administrative task as:  

• User access management: Manage user access by creating and removing accounts as required. Ensure appropriate access levels are granted based on user roles and responsibilities. Support team to maintain data security and confidentiality by implementing access controls.

  Troubleshooting about tiering sync between local instances and cross border instance.

• Data analysis and reporting: Develop reports and track utilization and engagement KPI’s on tools adoption and share insights with leaders to increase adoption.Ensure data accuracy and consistency within the Veeva CRM. Help team to Analyze data to provide insights and recommendations for improving customer engagement and sales force effectiveness.Update information for local and cross border instances as: FMV rates, hospitality rules, contracts, among others.

• Continuous improvement: Stay updated with the latest technologies and industry trends, integrating relevant advancements into Sanofi’s strategy. Support your team to lead initiatives to evaluate and implementG-local tools and/or new features that enhance system capabilities.

About you

Work Experience:

• 2+ years of experience in CRM administration, preferably with expertise in managing Veeva CRM.  

• Commercial Operations knowledge and desirable experience supporting in-field teams.

• Proven experience in CRM administration, preferably with expertise in managing Veeva CRM.

• Proven delivery of outstanding results.

• Excellent problem-solving skills and attention to detail.

• Ability to leverage networks, influencing and leading projects.

• Ability to lead change while achieving business goals and objectives, act for change, challenging continuously the status quo.

• High persistency and resilience.

Knowledge:

• Field force support background: robust knowledge with tools and platforms of customer facing operations, good experience with SFE subjects, target, segmentation, profiling, in-field teams management.

• Strategic analysis and planning, project management, excellent English language knowledge and skills (written and oral), IT knowledge and skills, proven impactful communication, presentation, persuasion, skills ability to work cross-functionally.

• Experience in having deployed transformational GTM solutions and new customer facing tools implementation.

Skills and Competencies:

• Business: Numerate and analytical skills; Ability to prioritize; Robust knowledge in Digital, IT and CRM; Financial acumen; Over achievement against set objectives; Ability to work on their own initiative and make quality decisions; Excellent interpersonal skills to communicate, present, persuade and argument among all GBUs teams and partners.

• Leadership: Leads by example and walks the talk; Role models Play-To-Win principles and behaviors: Engages others through active and impactful communication; Demonstrates a high level drive, passion and ambition for high performance; Challenges continuously the status quo; Develops fresh approaches in order to deliver results; Has well-developed time management skills, mastering in prioritizing tasks and planning own workloads to ensure deadlines and desired results are met.

• Networking: Is a strong relationship builder; Seeks out new opportunities; Demonstrates teamworking and shares best practices always; Has experience of successfully leading projects in multicultural environments and in a matrix organization.

• Education: Graduate/Postgraduate or Advanced degree in areas such as Management/Statistics/Decision Sciences/Engineering/Life Sciences/Business Analytics or related field (e.g., PhD / MBA / Masters) 

• Networking: Is a strong relationship builder; Seeks out new opportunities; Demonstrates teamworking and shares best practices always; Has experience of successfully leading projects in multicultural environments and in a matrix organization.

• Languages: Excellent knowledge in English and strong communication skills – written and spoken 

Personal Characteristics: Hands-on, accountability, creativity, initiative, high persistence and resilience, stress management, learning agility, result orientation, ability to work on one’s own, continuous improvement, listening skills, empathy to understand the needs of the different businesses within distinct geographies.

Why chose 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.

• Play an instrumental part in creating best practice within our Go-to-Market Capabilities.