Head of Customer Engagement Team

2023-11-07 | po-021716

Company description

A global leading contract research organization that is founded in 1982 and specialised in providing clinical trials services and associated laboratory & analytical services.

Responsibilities

The Customer Engagement (CE) team within the Technology Solutions department focuses on enhancing the operation and ongoing support services for sales support systems, primarily for key clients in the pharmaceutical industry.
As a CRM (Customer Relationship Management) solution, we offer company's global product, OCE Personal, as well as locally developed products in Japan.
Along with the overall organization of the CE team (currently approximately 100 members, with 7 direct reports planned), lead activities toward achieving sales targets in the CE area. (There is a possibility of reorganizing the entire Technology Solutions team, which may result in changes to the number of managed personnel.)
Challenges and Career Path for the Position
Ability to manage the largest business within Technology Solutions.
Opportunity to gain experience in organizational management.
Opportunity to utilize business management and people management skills.
The current leader in this role is retiring in November next year, so there will be a transition period after joining.

Requirements

Leadership experience in an organization of several tens of people (People Management, sales target management, etc.).
Experience in direct communication and negotiation with business users and end-users.
Logical thinking and project management skills to accurately understand customer requirements and advance requirements definition and design.
Experience in creating proposals for clients, particularly in the CRM field, and project execution experience.
Not mandatory but desirable requirements
While it is not expected that you will engage in design and development yourself, a minimum level of technical knowledge is required for coordination with clients/vendors and organizational management.
Knowledge of CRM products such as Salesforce and experience in design and development considering non-functional requirements.
Experience in database design and development, including PostgreSQL, Oracle, SQL Server (including stored procedure development using SQL).
Experience in system construction based on cloud platforms like AWS.
Experience in building sales support systems in the healthcare industry.
Language Proficiency
English: Business level (capable of reading and writing business documents and communicating in meetings with global colleagues).