The Field Tools, COE is responsible for acting as liaison between the brand Vertical team to oversee the design, deployment, training, communications, and management of Field Analytical and CRM tools. This position drives field force effectiveness through strategic partnership with the stakeholders to identify compliant systems solutions and enhancements, streamline processes, and increase Infield Medical effectiveness in alignment with the neuroscience strategies. This position is the subject matter expert on system compliance related work streams and business processes that relate to field force activities.
Key Responsibilities Include:
Stakeholder Management:
Subject Matter Expert and primary point of contact for field leadership across AbbVie’s Vertical teams.
Understand and align with enterprise strategy and drive field tool improvements in support of this strategy
Support the on-boarding of new teams, as well as new hires/transfers into existing teams, and field tool and process integration efforts.
Lead coordinated efforts with the in-house and field leadership teams for list of values leveraged in the system, segmentation, discussion guides and other infield team effectiveness initiatives to improve infield strategic execution.
System Management:
Design, Testing, and Deployment for on-going reporting field tool releases and enhancements (Veeva CRM, Salesforce, Qlik, Power BI, etc).
Coordinate across multiple cross-functional partners to ensure business requirements are well defined and approved; develop project plans for systems deployment, communication and training, and ensure deployment is coordinated.
Proactively recommend improvements to streamline current processes and reduce cycle time across DBSM related work streams and systems.
Proactive engagement with in-house and field leadership users to provide system enhancement/business process recommendations. Level 3 support for Field Help Desk Cases and root cause investigation, analysis, and resolution of systems related issues.
Create processes and documentation to ensure strong technical support for CRM application users, including field users, Regulatory, Legal, OEC, Medical Affairs, Operations, and others, including management of Field Help Desk knowledge base.
Project Management
Cross functional leadership across Field Tools COE (APEX), Training and BTS to roll out projects in scope and on time.
Develop project plans that integrate and align with cross departmental processes and other projects and provide resourceful solutions to overcome project hurdles.
Act as a resource to provide innovative solutions to mitigate risks, manage competing customer priorities, facilitate contingency plans, maximize cost-effective resource utilization, and improve field force effectiveness.
Partner with and manage vendor(s) to execute projects based on Vertical business needs.
Communication and Training
Develop communication and training plans for system enhancements to ensure effective change management and end-user understanding of the business advantage of each enhancement.
Lead Initial Field Training and Advanced Field Training Classes (IFTC & AFTC) for new field hires on field analytical tools.
Provide FPAT support during field meetings and present systems capabilities to key internal stakeholders.