Sanofi
Biopharma
CustomerRelationshipSpecialist,Vaccines(EasternTimeZone)
“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.
Improve customer experience; Ensure the smooth coordination of vaccine initiatives; Manage escalations efficiently; 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: 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
Industry & Context.
Issue resolution; Problem-solving & critical thinking
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
Acting as a liaison between Sales
and other internal partners to support customer needs
Coordinating documentation required for approvals
Ensuring communications and commitments made by internal partners are followed through in a timely manner
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; Supporting SAM’s/DNA during high-stakes customer engagements; Coordinating cross-functional activities linked to customer initiatives; Partnering with internal teams (Customer Experience, Supply Chain, etc. . ) to resolve issues efficiently; Acting as a liaison between Sales, Marketing, Order to Cash, Medical Affairs, and other internal partners; Ensuring communications and commitments made by internal partners are followed through in a timely manner; Alignment with compliance partners
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
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