Customer Team Leader, Chronic Care - Upstate New York

Merck; Trenton (NJ); Hybrid; USD 169,000 - 268,000; Full time

Job summary

A leading pharmaceutical company is seeking a Customer Team Leader to manage a sales team. This field-based position requires strong leadership skills, experience in the Pharmaceutical industry, and a focus on customer relationship management. The ideal candidate possesses a BA/BS degree and a proven track record in sales performance management. The role includes coaching representatives and developing a high-performing team while achieving sales goals. A valid driver's license and travel are required.

Benefits

Medical, dental, and vision benefits

Retirement (401(k))

Paid holidays, vacation, and sick days

Qualifications

• 5+ years' experience in Sales, Marketing, or Managed Care within the Pharmaceutical industry.
• Valid driver’s license.
• Willingness to travel at least 15% of the time.

Responsibilities

• Lead and manage a team of Customer Representatives.
• Provide coaching and guidance to enhance skills and effectiveness.
• Develop and maintain a high-performing customer team.
• Oversee training programs for the customer team.

Skills

Team leadership

Sales performance management

Customer relationship management

Account planning

Analytical skills

Education

BA/BS degree

Job description

Overview

Our Chronic Care Sales team helps customers by delivering clinical product information, educational materials, and clinical training programs and resources. We partner with healthcare providers and systems to help them achieve better patient outcomes in their communities.

The Customer Team Leader (CTL) plays a critical role in establishing our company's customer-focused initiative. This is a field-based sales management position that covers the assigned district and workload centers within the region (e.g., Albany, NY; Buffalo, NY; Syracuse, NY).

Responsibilities

• Lead and manage a team of Customer Representatives to deliver strong sales performance by accurately identifying and addressing customer needs.
• Provide coaching and guidance to Customer Representatives to enhance their skills and effectiveness.
• Oversee training programs and manage all people-related processes for the customer team, ensuring continuous development and optimal resource allocation.
• Develop and maintain a high-performing customer team aligned with organizational goals and customer expectations.

Qualifications

Attributes:

• Proven ability to cultivate a high-performing, motivated sales team culture, preferably with experience in the Cardiovascular therapeutic area.
• Provide strong leadership by guiding teams through change and challenges using situational coaching and emotional intelligence. Lead by example with a growth mindset and agility, while fostering trust and openness to support teams during transitions.
• Navigate ambiguity with confidence and a forward-looking vision, communicating clearly to adapt customer engagement models within the Cardiovascular market and beyond.
• Maintain a customer-focused mindset by actively listening to understand customer objectives and foster relationships across the organization.
• Apply expertise in account planning and management, collaborating with cross-functional teams to achieve common goals.
• Experience building and maintaining strong relationships with key accounts and customers in the Cardiovascular sector.
• Solid understanding of Rx Pathways and prior authorization processes.
• Track record of leading successful product launch teams in competitive markets.
• Proficient in leveraging business analytics and technology to generate insights, develop strategies, and execute plans, while coaching sales teams to utilize these tools effectively.

Minimum Requirements – Skills and Experience:

• BA/BS degree with minimum 5 years' experience in Sales, Marketing, or Managed Care within the Pharmaceutical industry
• Valid driver’s license
• Residence within 150 miles of a major workload center/city in the assigned district and willingness to travel at least 15% of the time to support team and customer engagement activities, including potential overnight stays

Preferred Skills and Experience:

• Advanced degree such as MBA or MS in Science, Business, or Healthcare discipline
• At least 3 years’ experience working with key thought leaders or influential customers in large group practices, hospitals, or managed care organizations
• Proven ability to manage, lead, coach, and inspire successful sales teams, preferably within the Cardiovascular market, with previous Field Sales Management experience
• Strong analytical mindset with experience coaching sales teams to leverage tools and technology for gathering customer insights and enhancing sales impact
• Experience selling and leading teams in the Pharmaceutical, Biotech, or Medical Device industries
• Skilled at establishing and maintaining relationships and networks within customer organizations

Travel Requirements: 25%

US and Puerto Rico Residents Only: We are committed to inclusion and provide equal opportunities in hiring. If you need an accommodation during the application or hiring process, please indicate so.

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other legally protected characteristics. For more information about rights under U.S. employment laws, visit the EEOC Know Your Rights and related resources.

U.S. Hybrid Work Model and other disclosures: This posting reflects current policies. Details may vary by location and role.

Salary range: $169,700.00 - $267,200.00. Eligible for annual bonus and long-term incentives, where applicable. Benefits include medical, dental, vision, retirement (401(k)), paid holidays, vacation, and sick days. More details at the company careers site.