Sanofi
Biopharma
CustomerRelationshipSpecialist,Vaccines(EasternTimeZone)
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“Customer Relationship Specialist, Vaccines (Eastern Time Zone) at Sanofi. Skills: Customer Relationship Management, Account Support, Data Analysis, Reporting, Issue Resolution. Providing advanced operational, analytical, and relationship-support functions for high‑value healthcare customers. Partnering 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 initiative”
What You'll Achieve.
High accuracy of reporting, documentation, and insights (target 98%+); Improvement in issue cycle time and reduction in repeat escalations; On-time delivery of milestones and customer commitments; internal and external satisfaction scores related to support quality; 100% compliance with documentation standards; Documented process improvements or efficiencies delivered each quarter
Industry & Context.
Problem-solving & critical thinking; issue resolution; escalation support
Occasional travel (up to 10–15%) for customer meetings, team summits, or special projects
What They're Looking For.
Must Have
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
Nice to Have
Experience working with healthcare providers, public health agencies, or vaccine programs, Familiarity with pharmaceutical or regulated healthcare customer engagement practices, analytical capabilities with proficiency in Excel, dashboards, CRM tools, and data visualization, organizational and project management abilities, French language proficiency to support Canadian accounts, Experience preparing MBR/QBR materials or customer insights presentations
What You'll Do.
Providing advanced operational
and relationship-support functions for high‑value healthcare customers
Partnering 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
Serving as a subject‑matter resource on process execution
customer data insights
Supporting strategic customers by identifying trends
managing escalations efficiently
preparing high‑impact materials
and ensuring compliance across all customer interactions
Serving as a knowledgeable secondary point of contact for assigned accounts
handling moderately complex questions
and operational coordination
Preparing customer-facing materials such as program overviews
performance summaries
and informational resources
Supporting SAM’s/DNA during high-stakes customer engagements by organizing content
and preparing follow-up actions
Tracking project milestones
monitoring engagement activities
and ensuring deliverables remain on schedule
Coordinating cross-functional activities linked to customer initiatives
Identifying operational trends or gaps in customer workflows and proposing actionable improvements
Managing day‑to‑day service or operational issues
partnering with internal teams to resolve them efficiently
Tracking recurring issues and escalating root causes with clear summaries and recommendations for corrective action
Monitoring turnaround times
and resolution status for escalated items
Analyzing account performance metrics
Producing detailed insights into Monthly Business Reviews
Leadership Dashboards
and customer presentations
Providing data-driven recommendations to SAM’s/DNAs on risk areas
and process improvements
Maintaining accurate records
and reporting dashboards with high standards of data integrity
Ensuring all customer interactions and documentation comply with internal policies
and industry regulations
Maintaining high-quality
and compliant records of all actions
Supporting audit preparation
alignment with compliance partners
and documentation review cycles
How You'll Work.
Team & Collaboration
Partnering closely with Strategic Accounts Managers and Directors, National Accounts; Coordinating cross-functional activities linked to customer initiatives; Managing day‑to‑day service or operational issues, partnering with internal teams (Customer Experience, Supply Chain, etc. . ) to resolve them efficiently; Act as a liaison between Sales, Marketing, Order to Cash, Medical Affairs, and other internal partners to support customer needs; Demonstrated experience supporting cross-functional teams
Communication Scope
Excellent communication skills, both written and verbal; Professional communication
Process & Methodology
tracking project milestones, monitoring engagement activities, ensuring deliverables remain on schedule, organizational and project management abilities
Full Job Description
**Job title:**_Customer Relationship Specialist, Vaccines (Eastern 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
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