Associate Director, Digital Inside Sales Support

Location
Lake Forest, IL, United States
Posted
Oct 02, 2020
Ref
R0002089
Hotbed
BioMidwest
Required Education
Bachelors Degree
Position Type
Full time
Working at Horizon is more than a job - it's personal. For us, success is measured by the numbers that matter most - the number of lives we touch, the number we change and those we work tirelessly to help save. We're a team of agile, out-of-the-box thinkers who are inspired to do more because we know we're a part of something bigger. We strive to build meaningful careers at a company whose values we share because when we live up to our potential, we help others live up to theirs.

Position Summary:

The Associate Director, Digital Inside Sales Support will serve as a unifying link between the brand and sales force by generating leads and referrals, through the effective development and optimization of tele-detailing services. This position will partner and collaborate cross-functionality to help establish our vision and business strategy for the use of tele-detailing to help the sales team maintain and develop new relationships with healthcare professionals. This role will uncover and define business opportunities and challenges translating them into actionable solutions that will advance the field's ability to easily inform, educate and engage healthcare professionals.

Responsibilities:
  • Oversee day-to-day operations for Horizon's external sales support tele-detailing team, for inbound and outbound calls across the U.S.
  • Oversee call quality to ensure every interaction embodies Horizon's mission and values
  • Proactively identify challenges and opportunities to improve customer service
  • Promote and foster a professional, positive, dynamic team environment through exemplary leadership
  • Manage, coach, motivate, and develop external team members and foster a positive, collaborative working relationship
  • Develop and implement an index for both effectiveness and call quality, which will be used to assess the program on a regular basis
  • Monitor day-to-day workflow by establishing and monitoring specific, measurable goals and providing on-going feedback on performance
  • In partnership with digital healthcare professional marketing, develop a strategy to refine leads generated through non-personal promotion
  • Develop and implement an A/B testing strategy to identify the most optimal messages by segment and role, to improve overall effective reach of the tele-detailing program
  • Meet financial objectives by estimating requirements, preparing budgets, scheduling expenditures, analyzing variances, and initiating corrective actions
  • Regularly assess and report on the financial performance of the tele-detailing program
  • Develop a training strategy to ensure the program evolves with Horizon's growing needs
  • Participate with hiring and training of new staff
  • Maintain professional knowledge by tracking emerging trends in call center operations management, attending educational workshops, and reviewing publications
  • Act as a steward for data collection, ensuring data is managed effectively and safely for all tele-detailing activity


Qualifications and Skills Required:
  • Bachelor's degree business or related field. MBA a plus
  • 7+ experience required with a preference for relevant healthcare experience
  • 5+ years of relevant work experience managing inside sales support/ call center teams
  • 5+ years of experience helping define sales support technology and developing roadmaps to improve support team's capabilities and impact
  • Demonstrated experience using data insights to optimize sales support, including call center teams
  • Knowledge and experience utilizing CRM databases
  • Experienced services professional with a track record of successfully managing the life cycle of enterprise solutions plus data management strategies designed to drive commercial performance
  • Innovative thinker with the ability to both develop new ideas through collaboration and execute
  • Expertise working across multiple projects and managing multiple external vendors
  • Requires approximately up to 5-10% travel, including some overnight and weekend commitments
  • Strong planning, project management, communication, and organization skills
  • Team-oriented attitude with demonstrated success as a valued colleague within a cross-functional team
  • Experienced in managing tactics through the regulatory approval process
  • Proficient in Microsoft Office
  • Professional, proactive demeanor
  • Strong interpersonal skills
  • Excellent written and verbal communication skills

Horizon Core Values & Competencies:

Growth
  • Manages Ambiguity
  • Strategic Mindset
  • Demonstrates Self-awareness
  • Cultivates Innovation
  • Develops Talent


Accountability
  • Drives Results
  • Ensures Accountability
  • Decision Quality


Transparency
  • Courage
  • Collaboration
  • Instills Trust


Horizon Therapeutics plc does not discriminate on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, veteran status, or any other characteristic protected by law. It is our intention that all qualified applications are given equal opportunity and that selection decisions be based on job-related factors. Any individual, who, because of a disability, needs accommodation or assistance in completing this application or at any time during the application process, should contact the Human Resources Department.