Account Experience Specialist, Dallas, TX

UCB; Dallas (TX); Hybrid; USD 78,000 - 124,000; Full time

Job summary

UCB is seeking an Account Experience Specialist (AES) for the Dallas, TX area to serve as the primary in-office liaison for RARE EPILEPSY REMS education and onboarding. You will coordinate with a SP partner, review patient cases, and ensure REMS compliance across Dallas, Tyler, Midland, Odessa, Lubbock, and Amarillo.

The role requires building cross-functional partnerships, addressing delays in therapy initiation, and training stakeholders in REMS and ONWARD programs.

Qualifications

• Bachelor's degree required (BA/BS).
• Minimum of 2 years of Biotechnology/Biopharmaceutical account management or sales experience.

Responsibilities

• Educate and support REMS and ONWARD programs for HCPs, staff, and patients.
• Build and expand stakeholder relationships to navigate REMS processes.
• Resolve procedural barriers delaying therapy initiation with cross-functional teams.
• Coordinate care locally for smooth onboarding and activation of therapy.
• Conduct patient case reviews with HCPs, staff, field teams, and pharmacies to mitigate delays.
• Deliver training to stakeholders in-person and via audio conferences; prepare materials and follow up.

Skills

Relationship building

Clinical communications

Travel up to 80%

Education

Bachelor's degree (BA/BS)

Master’s degree

Job description

Make your mark for patients We seek an energetic and accomplished Account Experience Specialist (AES) to join our Rare Syndromes-U.S. Epilepsy Team for the Dallas, TX geography. As an AES, you will be the primary in-office liaison for RARE EPILEPSY Risk Evaluation and Mitigation Strategy (REMS) education and onboarding. You'll facilitate the procedural progression of patients to active therapy, acting as the key link between accounts and our external specialty pharmacy (SP) partner. Your responsibilities will include conducting patient case reviews, managing outstanding requests, and ensuring compliance with REMS procedural requirements across a geography that includes Dallas, Tyler, Midland, Odessa, Lubbock, Amarillo.

What You'll Do:

• Educate and Support: Provide clinical and procedural education for the RARE EPILEPSY REMS and ONWARD patient service programs to ensure understanding among healthcare providers (HCPs), office staff, and caregivers/patients.
• Build Partnerships: Establish and expand stakeholder relationships, helping HCP offices navigate the RARE EPILEPSY post-referral REMS process to ensure compliance and patient safety.
• Resolve Issues: Proactively address procedural barriers and issues delaying therapy initiation, collaborating with broader teams to diagnose and resolve problems.
• Coordinate Care: Work with internal and external teams to strategically coordinate care at the local level, ensuring a smooth patient onboarding and treatment activation experience.
• Conduct Reviews: Perform patient case reviews with local HCPs, office staff, field teams, and specialty pharmacies to mitigate delays and enhance the ONWARD patient support program.
• Deliver Training: Present and train stakeholders (neurology and ECHO offices) both in-person and via audio conferences, preparing materials, answering questions, and conducting follow-ups as needed.
• Provide Feedback: Offer regular feedback to internal teams to improve ONWARD and REMS processes, elevating the RARE EPILEPSY patient journey.
• Travel: Be prepared to travel up to 80%, including overnight stays as necessary.

Who You'll Work With:

• Collaborate effectively with cross-functional partners, including Key Account Managers, specialty pharmacy partners, medical science liaisons, and others.
• Play a key role in strategic account management, addressing and solving stakeholder and caregiver needs in real-time.

Minimum qualifications:

• Bachelor's degree required (BA/BS)
• Minimum of 2 years of Biotechnology/Biopharmaceutical account management or sales experience

Preferred qualifications:

• Master’s degree or other advanced degree
• Proven, documented track record of delivering consistent qualitative and quantitative results
• 2 years of rare/orphan drug experience is highly preferred or significant account management or sales experience in CNS/neuroscience
• Promoting products specific to CNS/neuroscience, including epilepsy
• Strong relationship building and clinical experience with the ability to clearly communicate complex processes
• Demonstrated ability to quickly identify and resolve issues and conflict to enhance customer experience
• New product launch experience
• Specialty pharmacy and/or REMS experience
• Previous experience in other functions within the biopharmaceutical industry a plus (e.g. managed care, marketing, field sales, case management)

This position’s anticipated base salary range is 77,800-123,900 per year. The actual salary offered may also vary depending on the candidate’s geographic region, job-related knowledge, skills, experience, and internal equity, among other factors.

About Us

UCB is a global biopharmaceutical company, focusing on neurology and immunology. We are over 9.000 people in all four corners of the globe, inspired by patients and driven by science.

Why work with us?

At UCB, we don’t just complete tasks, we create value. We aren’t afraid to push forward, collaborate, and innovate to make our mark for patients. We have a caring, supportive culture where everyone feels included, respected, and has equal opportunities to do their best work. We ‘go beyond’ to create value for our patients, and always with a human focus, whether that’s on our patients, our employees, or our planet. Working for us, you will discover a place where you can grow, and have the freedom to carve your own career path to achieve your full potential.

At UCB, we’ve embraced a hybrid-first approach to work, bringing teams together in local hubs to foster collaborative curiosity. Unless explicitly stated in the description or precluded by the nature of the position, roles are hybrid with 40% of your time spent in the office.

UCB is an equal opportunity employer. All employment decisions will be made without regard to any characteristic protected by applicable federal, state, or local law. UCB invites you to voluntarily self-identify during the application process. Provision of self-identification information is entirely voluntary and a decision to provide or not provide such information will not have any effect on your application for employment, your employment with UCB, or otherwise subject you to any adverse treatment. Any information you provide will be considered confidential and will be kept separate from your application and/or personnel file and will only be used in accordance with applicable laws, orders, and regulations.

Should you require any adjustments to our process to assist you in demonstrating your strengths and capabilities contact us on [e-mail] for application to US based roles. Please note should your enquiry not relate to adjustments; we will not be able to support you through this channel.