Sanofi
Biopharma
CustomerRelationshipSpecialist–Vaccines(WestTimeZone)
“Customer Relationship Specialist – Vaccines (West Time Zone) at Sanofi. Skills: Customer Relationship Management, Account Management Support, Data Analysis and Reporting, Issue Resolution, Cross-functional Collaboration. Providing advanced operational, analytical, and relationship-support functions for high‑value healthcare customers. Driving execution of account plans, improving customer experience, and ensuring smooth coordination of vaccine initiatives”
What You'll Achieve.
Improve customer experience; Ensure the smooth coordination of vaccine initiatives; 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.
issue resolution; managing escalations efficiently; identifying trends; identifying operational trends or gaps in customer workflows and propose actionable improvements; tracking recurring issues and escalating root causes with clear summaries and recommendations for corrective action; analyzing account performance metrics; providing data-driven recommendations to SAM’s/DNAs on risk areas, growth opportunities, and process improvements
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
Driving execution of account plans
improving customer experience
and ensuring smooth coordination of vaccine initiatives
Serving as a subject‑matter resource on process execution
customer data insights
and ensuring compliance
Preparing customer-facing materials
Supporting customer engagements
Tracking project milestones and monitoring engagement activities
Coordinating cross-functional activities
Identifying operational trends or gaps and proposing improvements
Managing day‑to‑day service or operational issues
Tracking recurring issues and escalating root causes
Monitoring turnaround times for escalated items
Analyzing account performance metrics
Producing detailed insights for reviews and presentations
Providing data-driven recommendations
Maintaining accurate records
and reporting dashboards
Acting as a liaison between internal partners
Coordinating documentation for approvals
Ensuring internal commitments are followed through
Ensuring compliance with internal policies
and industry regulations
Maintaining accurate and compliant records
Supporting audit preparation 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 (e. g. , supply chain updates, educational sessions, data requests); 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 to support customer needs; Coordinating documentation required for approvals, submissions, educational content, or program execution; Ensuring communications and commitments made by internal partners are followed through in a timely manner; Demonstrated experience supporting cross-functional teams
Communication Scope
Excellent communication skills, both written and verbal
Process & Methodology
tracking project milestones, monitoring engagement activities, ensuring deliverables remain on schedule, organizational and project management abilities
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