Account Experience Specialist, Atlanta, GA

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 Atlanta, GA 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 Atlanta, Columbus, Augusta, coastal Georgia, and Orlando, Gainesville, and Jacksonville, FL.

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.

Interested? For this role, we’re looking for the following education, experience, and skills

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)

Internal applicants should be in their current job for at least 12 months, must meet performance standards and are not on formal corrective/disciplinary process (PIP), warning, final warning, or compliance warning letters within the last 12 months. Please inform your Manager or your Talent Partner before applying to any internal job opportunities. 

Unless explicitly stated in the description, this role is hybrid with 40% of your time spent in the office, regardless of your current contractual agreement. If your current working arrangements differ, please contact your Talent Partner to discuss before submitting your application.

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 US-Reasonable_Accommodation@ucb.com 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.

Requisition ID: 94093  

Recruiter: Kelly Dickinson  

Hiring Manager: Angelo Figueira  

Talent Partner: Caroline Nolen

Job Level: SA III-04 

Please consult HRAnswers for more information on job levels.

Salary : $77,800