Manager, Customer Relationship Management System – Field Enablement Operations - Remote

Lantheus is headquartered in Bedford, Massachusetts with offices in New Jersey, Canada, and Sweden. For more than 60 years, Lantheus has been instrumental in pioneering the field of medical imaging and has helped physicians enhance patient care with its broad product portfolio.

Lantheus is an entrepreneurial, agile, growing organization that provides innovative diagnostics, targeted therapeutics, and artificial intelligence (AI) solutions that empower clinicians to find, fight and follow disease. At Lantheus our purpose and values guide our behaviors in all interactions and play a vital role in creating a dynamic environment that contributes to our success. Every employee is crucial to our success; we respect one another and act as one knowing that someone’s health is in our hands. We believe in helping people be their best and are seeking to bring together a diverse group of individuals with different viewpoints and skill sets to be a part of a productive and inclusive team.

Summary of Role:

Reporting to the Associate Director, Field Enablement Operations, the role of the CRM (Customer Relationship Manager) Manager will function as a position that supports commercial operations and field sales, across all brands, through administration, management, support, requirements gathering, and implementation of the CRM System (Veeva/Salesforce). At Lantheus, our purpose and values guide our behaviors in all interactions and play a vital role in creating a dynamic environment that contributes to our success. Every employee is crucial, we respect one another and function as one knowing that someone’s health is in our hands. We believe in helping people be their best and are seeking to bring together a diverse group of individuals with different viewpoints and skills sets to be a part of a productive and inclusive team. This opportunity requires an initiative-taker to achieve the strategic goals of the organization and maximize the quality of operations support that we provide to our Field team.

OVERVIEW:

The CRM Manager, Field Enablement Operations role will directly support commercial operations to achieve the strategic goals of Lantheus. This highly visible role requires a meticulous individual with strong analytical, technical, and organizational skills who has the ability collaborate cross-functionally and develop efficient solutions to unique problems to ensure the success of our Commercial Field Teams. This position is responsible for driving CRM strategic initiatives and establishing and maintaining excellence within the CRM system and related commercial applications, and processes.

ESSENTIAL RESPONSIBILITIES:

• Function as a liaison with stakeholders at all levels of the organization using effective communication skills to elicit, document, analyze, and validate business processes, systems, and solution requirements.
• Manage the ongoing development and maintenance of the CRM platform, ensuring it is optimized to meet the needs of the Field Sales Team and other internal stakeholders.
• Collaborate with Sales, Marketing, Analytics, Commercial Data, and Information Technology teams to use CRM platform technology to support the business needs.
• Provide problem solving and/or troubleshooting on CRM systems or processes.
• Create and produce business reports and analysis on relevant areas of the organization and share them with appropriate stakeholders.
• Identify and investigate options and recommend courses of action to drive and foster a culture of continuous improvement.
• Leverage internal knowledge of corporate tools/systems, processes/procedures, and methodologies and best practices to support the Field Teams.
• Develop and maintain CRM platform training materials and supporting documentation and facilitate training sessions with Field Teams and other stakeholders.
• Function as an internal subject matter expert with regards to CRM Platform, providing guidance and support to both technical and non-technical stakeholders.
• Implement a range of ongoing and non-routine projects with guidance from management.

CAPABILIITIES / COMPETENCIES:

• Strong analytical, organizational, and time management skills
• Excellent teamwork, motivational, interpersonal, communication, and customer service skills
• Ability to multitask, prioritize, and quickly switch your focus.
• Experience in resolution of day-to-day inquiries from Field Teams
• Proven experience in CRM management, with a focus on healthcare systems a plus
• Experience in supporting Field Teams in a mid-size company.
• Ability to adapt and learn new platforms quickly.

PROFESSIONAL EXPERIENCE / QUALIFICATIONS:

Required:

• Bachelor’s degree in business, or Marketing, with demonstrated progressive experience in CRM management OR Bachelor’s degree in Life Sciences with equivalent work experience in Sales Operations, Sales, Customer Service, Marketing with demonstrated progressive experience in CRM Management. Demonstrated progressive experience in CRM management but did not put a qualification of # of years.
• 5-7 years progressive Sales Operations experience is sufficient and 1-3 years in CRM management.
• Salesforce.com Administrator Certificate or Veeva Certification is preferred.
• Advance knowledge of Microsoft Products: Excel, PowerPoint, Word, TEAMS, Power BI

OTHER REQUIREMENTS:

• CRM System experience such as, Salesforce, Veeva, Oracle
• Familiarity with commercial data sets (i.e. Account Types, Account Hierarchy, Contacts, Sales)
• SAP knowledge preferred.
• Non-Routine travel based on business need.
• After hours and/or weekend work periodically required

Core Values:

The ideal candidate will embody Lantheus core values:

• Let people be their best
• Respect one another and act as one
• Learn, adapt, and win
• Know someone’s health is in our hands
• Own the solution and make it happen

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