Would you like to join an international team working to improve the future of healthcare? Do you want to enhance the lives of millions of people? Grifols is a global healthcare company that since 1909 has been working to improve the health and well-being of people around the world. We are leaders in plasma-derived medicines and transfusion medicine and develop, produce and market innovative medicines, solutions and services in more than 110 countries and regions.

Summary:

Supports Biopharma Commercial Division as primary point of contact for internal commercial help desk services related to CRM and Mobile functionality deployed to the field force. Performs configuration and customization of CRM to support enhancements and new features. Acts as project lead and analyst to gather, understand, and implement requirements from business partners. Identifies common inquires and offers suggested enhancements for software configuration. Interfaces with CRM vendor as required, and must remain current on industry trends and vendor software developments.

Primary Responsibilities:

1) Primary internal commercial CRM Help Desk support services for 300+ users. Track service inquiries to define improved functionality and training opportunities. Coordinate with IT help desk on non-commercial issues as needed.

2) Provide input for innovative solutions to solve the needs/problems identified

3) Monitor and support the overall implementation of proposed solutions. Quality check enhancements that are made to NA Salesforce.

4) Manage the process for salesforce users to report inquiries/issues in order to identify needs (solution changes, training, etc.)

5) Research and suggest new technologies to enable field force effectiveness - ensure technologies can interface with current internal systems.

6) Provide routine status reports on ongoing issues to the Manager - Customer Relationship Management. Release technical tips to proactively assist and train the field force on FAQs.

7) Execute the creation, design, test and publish of new and/or enhanced Reports and Dashboards within salesforce

8) Advanced Administrative duties within CRM system and Mobile access systems including user maintenance, report/dashboard maintenance, object creation, configuration, cusomization, and testing; etc.

9) Interface with Commercial Data Architecture and Commercial Analytics to ensure that data feeds are consistant, clean and accurate. Partner to create, design, test and publish new and/or enhanced Reports and Dashboards within CRM tool.

Knowledge, Skills, & Abilities:

Ability to communicate (verbally and written) on complex business processes and issues in a clear and concise manner. Proven ability working in collaborative and cross-functional environments. Strong troubleshooting, problem solving and analytical skills. Excellent computer skills with knowledge of CRM systems and reporting tools important. Demonstrated organizational skills, ability to multi-task, attention to detail. Comfortable speaking English. Ability to speak Spanish a plus. Ability to travel, including international.

Requirements:

• Bachelor's degree with 3-5 years of related experience.

• Previous experience in departments responsible for the management of multi-country operational tasks is highly valued. Experience working with Salesforce.com a plus. Pharmaceutical / Biotech commercial technology experience a plus.

Work is performed in an office environment with exposure to electrical office equipment. Frequently sits for 6-8 hours per day. Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists. Occasionally walks. Occasionally bends and twists neck. Light to moderate lifting and carrying objects with a maximum lift of 25lbs. Occasional travel within the United States and Canada. Able to communicate complex information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences. Works independently with little guidance or reliance on oral or written instructions and plans work schedules to meet goals. Frequently interacts with others, relates sensitive information to diverse groups. Must work with diverse groups to obtain consensus on issues. Ability to apply abstract principles to solve complex conceptual issues.

Third Party Agency and Recruiter Notice:

Agencies that present a candidate to Grifols must have an active, nonexpired, Grifols Agency Master Services Agreement with the Grifols Talent Acquisition Department. Additionally, agencies may only submit candidates to positions that they have been engaged to work on by a Grifols Recruiter. All resumes must be sent to a Grifols Recruiter under these terms or they will be considered a Grifols candidate.

Grifols provides equal employment opportunities to applicants and employees without regard to race; color; sex; gender identity; sexual orientation; religious practices and observances; national origin; pregnancy, childbirth, or related medical conditions; status as a protected veteran or spouse/family member of a protected veteran; or disability. We will consider for employment all qualified applicants in a manner consistent with the requirements of all applicable laws.

Learn more about Grifols (https://www.grifols.com/en/what-we-do)

Req ID: 528699

Type: Regular Full-Time

Job Category: Sales/Sales Operations