Sales Analyst - Field Help Desk

The Sales Analyst manages operational support and provides problem-solving assistance to US Field-based teams, including Commercial Sales, Field Medical Affairs, Allergan Aesthetics (Field), and PCYC (Field). This role manages the Field Help Desk Knowledge Base, ensuring the information is consistently updated and relevant. This allows the Help Desk Agent to resolve issues promptly during the first interaction, thereby enabling Field users to remain active in the Field. In addition to managing small projects independently, the Sales Analyst is also responsible for overseeing medium-sized projects with the necessary assistance. This role involves collaborating with internal and external customers, partners, and stakeholders to drive projects, enhance processes, and provide daily support for the Field. Communication is an integral part of this role, as the Sales Analyst is expected to keep both the home office and Field teams updated on changes to support procedures, process changes, and system issues that arise. This role also involves the development and utilization of Help Desk metrics to facilitate process improvement discussions with peers, partners, and subject matter experts, to streamline operations, enhance sales force effectiveness, and reduce costs. 

Knowledge

        Applies evolving knowledge of Abbvie business rules and processes to strategically make process improvements within own scope and cross-functionally. Maintains and updates knowledge of the organization's business rules and processes as they change.

        Leverages industry and market knowledge to continually improve processes and exceed customer expectations.

        Proactively anticipates the customer's future needs and goals to devise effective strategic sales support solutions.

Skills and Development

        Utilizes analytical and critical thinking skills to resolve issues efficiently and effectively. Shares best practices with peers and management.

        Effectively prioritizes and adjusts projects and tasks to meet changing business needs, dynamic working environment and customer's expectations. Seeks management's direction only when priorities conflict with objectives.

Strategic Initiative & Project Lifecycle

        Analyzes project resource requirements and leverages cross-functional subject matter experts to maximize efficiencies and accelerate project. Effectively communicates project needs, identified risks, and required resources to key stakeholders, management and customers as needed.

        Manages evolving issues and timelines on assigned projects.  Actively makes recommendations to streamline current processes. Communicates priorities, updates, and changes to timeline.

        Uses formal tracking/trending to identify larger scope issues, proactively providing solutions and communicating to management.Establishes quantitative and qualitative metrics to measure progress toward goal achievement, utilizing metrics as the basis for measuring level of project success.

Relationship Management

Nurtures relationships with consistent, open, collaborative communication. Effectively manages conflict, competing objectives and priorities.

Is an effective liaison between internal customers and suppliers and internal support teams.

Independently manages supplier deliverables including managing service levels and knowledge base

Effectively leads vendor meetings.  Identifies, resolves and/or escalates issues and conflicts as appropriate.

• BA, BS degree required or equivalent experience. Minimum of 2 years experience in highly regulated functions. Knowledge of pharmaceutical industry, compliance regulations and standards (PDMA).
• Experience and expertise with regulatory audits and practices.
• Proficient in Microsoft Office suite (Word, Excel, PowerPoint, Access),Vendor management experience, Able to manage multiple tasks/priorities simultaneously with sense of urgency, Strong project management, problem-solving and analytical skills and ability to develop & execute innovative, creative solutions, Strong customer and operations focus, Confidence in providing subject matter expertise to cross functional partners.
• Ability to clearly and confidently articulate complex and difficult concepts, Extensive understanding of pharmaceutical field sales activities, roles and behaviors, Excellent written, verbal and presentation skills, Ability to develop and deliver training and communications, Ability to thrive in a team environment.