Customer Relationship Specialist

Summary

Sanofi is an R&D-driven, AI-powered biopharmaceutical company focused on improving people’s lives through innovative medicines and vaccines. The Customer Relationship Specialist–Vaccines supports strategic healthcare customers across the U.S. and Canada by coordinating account plans, analyzing customer data, managing issues, preparing materials, and ensuring compliant execution of vaccine initiatives.

Responsibilities

• Serve as a knowledgeable secondary point of contact for assigned accounts, handling moderately complex questions, information requests, and operational coordination
• Prepare customer-facing materials such as program overviews, performance summaries, onboarding tools, and informational resources
• Support SAM’s/DNA during high-stakes customer engagements by organizing content, gathering insights, and preparing follow-up actions
• Contribute to the execution of strategic account plans by tracking project milestones, monitoring engagement activities, and ensuring deliverables remain on schedule
• Coordinate cross-functional activities linked to customer initiatives (e.g., supply chain updates, educational sessions, data requests)
• Identify operational trends or gaps in customer workflows and propose actionable improvements
• Manage day‑to‑day service or operational issues, partnering with internal teams (Customer Experience, Supply Chain, etc..) to resolve them efficiently
• Track recurring issues and escalating root causes with clear summaries and recommendations for corrective action
• Monitor turnaround times, responsiveness, and resolution status for escalated items
• Analyze account performance metrics, including order patterns, program adoption, support utilization, and engagement health
• Produce detailed insights into Monthly Business Reviews, Quarterly Reviews, Leadership Dashboards, and customer presentations
• Provide data-driven recommendations to SAM’s/DNAs on risk areas, growth opportunities, and process improvements
• Maintain accurate records, tracking tools, and reporting dashboards with high standards of data integrity
• Act as a liaison between Sales, Marketing, Order to Cash, Medical Affairs, and other internal partners to support customer needs
• Coordinate documentation required for approvals, submissions, educational content, or program execution
• Ensure communications and commitments made by internal partners are followed through in a timely manner
• Ensure all customer interactions and documentation comply with internal policies, legal standards, and industry regulations
• Maintain high-quality, accurate, and compliant records of all actions, decisions, and communications
• Support audit preparation, alignment with compliance partners, and documentation review cycles

Skills

• Bachelor's degree
• Minimum 2 years of experience in customer support, account coordination, analytics, or healthcare operations roles
• Excellent communication skills, both written and verbal
• Ability to manage complex tasks with minimal supervision while maintaining high accuracy
• Demonstrated experience supporting cross-functional teams
• Occasional travel (up to 10–15%) for customer meetings, team summits, or special projects
• US and Puerto Rico Residents Only
• Experience working with healthcare providers, public health agencies, or vaccine programs
• Familiarity with pharmaceutical or regulated healthcare customer engagement practices
• Strong analytical capabilities with proficiency in Excel, dashboards, CRM tools, and data visualization
• Strong organizational and project management abilities
• French language proficiency to support Canadian accounts
• Experience preparing MBR/QBR materials or customer insights presentations

Qualifications

Must Haves

• Bachelor's degree
• Minimum 2 years of experience in customer support, account coordination, analytics, or healthcare operations roles
• Excellent communication skills, both written and verbal
• Ability to manage complex tasks with minimal supervision while maintaining high accuracy
• Demonstrated experience supporting cross-functional teams
• Occasional travel (up to 10–15%) for customer meetings, team summits, or special projects
• US and Puerto Rico Residents Only

Nice to Haves

• Experience working with healthcare providers, public health agencies, or vaccine programs
• Familiarity with pharmaceutical or regulated healthcare customer engagement practices
• Strong analytical capabilities with proficiency in Excel, dashboards, CRM tools, and data visualization
• Strong organizational and project management abilities
• French language proficiency to support Canadian accounts
• Experience preparing MBR/QBR materials or customer insights presentations

Benefits

• Bring the miracles of science to life alongside a supportive, future focused team.
• Endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally.
• A thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact.
• A wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave.
• Access to mentoring, international mobility programs, and opportunities to grow across four continents.