GN - SONG - Service Transformation - Lifesciences - Senior Manager

The Strategy & Consulting Global Network Song Practice| Service | Life Science Senior Manager (Level 6)

Join our team of Strategy & Consulting Global Network Song who solve customer facing challenges at clients spanning Sales, Service and Marketing to accelerate business change.

Practice:Strategy & Consulting Global Network Song IAreas of Work:Life Science, Service transformation, Contact Center, Platform Enablement viz. Vlocity CPQ, Veeva CRM, Salesforce Health Cloud, etc | Level:Senior Manager | Location:Bengaluru, Gurgaon, Mumbai, Chennai, Kolkata Hyderabad | Years of Exp:8+ years

Explore an Exciting Career at Accenture

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer service challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest?

Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accentures Strategy & Consulting Global Network Song practice.

The Practice A Brief Sketch

The Strategy & Consulting Global Network Song practice is aligned to the Global Network Song Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Service Transformation, Marketing Transformation, and Commerce and Sales. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

The Life Science Senior Manager position is within the Service practice of Accenture GN Song. The individual would work at the heart of the top global Pharmaceuticals, Biotechnology and Medical Technology organizations and would collaborate on innovative projects while bringing in deep industry knowledge to enhance Patient and HCP experience.

You will work closely with our clients as Consulting Professionals who design, build and implement strategies that can help enhance business performance. As part of leading the project teams, you will drive the following:

Consulting & Advisory service

• Lead a team responsible for designing, developing and implementing plans on delivering consulting services that improve service delivery, customer engagement, operational efficiency, and market success. Aid clients to adopt digital solutions to increase their competitiveness and accelerate GTM.
• Develop and implement solutions to address client challenges, such as improving patient outcomes, optimizing supply chain management, enhancing regulatory compliance, and accelerating product commercialization. Drive the adoption of technology capabilities while ensuring compliance with pharma industry regulations (e.g., HIPAA, GDPR, FDA, EMA) and data security standards.
• Assist Life Science clients with their most pressing service transformation problems by offering consulting and advisory services.
• Create a service transformational plan, close the gap between business and technology, and help clients achieve long-term success by co-creating future-proof, agile and resilient operating models.
• Develop and oversee Life Science components such as care management, patient journeys, appointment scheduling, and data integrations with other systems.
• Build and maintain client relationships, both existing and new, by understand client problems, bringing relevant solutions and offerings to the clients and influence improvement objectives
• Provide solutions to complex business problems/opportunities requiring in-depth knowledge of Patient and HCP dynamics, to optimize business processes and deliver on multi-channel customer service strategy.
• Data and Analytics driven approachhighly essential powered by GenAI orchestration for identification and realization of value for the clients and help in driving measurable outcomes through digital investments at the right pace and scale.
• Recommend and implement digital solutions (e.g., automation, cloud platforms, AI and machine learning tools) to streamline operations and enhance service delivery.

Sales & Business Development

• Generating new business engagements:Drive new business opportunities by identifying and pursuing new leads, defining GTM strategy, facilitate client discussions and presentations to drive new business and client relationships.
• Work as an integral part of the clients sales / channel development organization. Work towards driving sales and revenue numbers with a structured, logical and dataoriented approach, conducting Market Opportunity.
• Own and drive Service transformation RFP/RFI response coming in from Life science customers.

Practice Development -

• Strong consulting and advisory experience in Life Sciences industry with deep industry knowledge and understanding of key trends.
• Take on leadership role:Support overall growth of practice area through a combination of business development, talent management, oversight of delivery work, and thought leadership.
• Collaborate with Salesforce, Adobe, Nice, MS Dynamics, Genesys etc. business groups, to enable business capabilities with agility, velocity, and quality while optimizing costs.
• Lead and motivate teams with diverse skills and backgrounds. Manage and mentor talented teams of consultants and technologists supporting, providing input and guidance into the talent strategy and actively participate in engagement, capability development activities.
• Experience in working as an advisory lead in designing next gen service transformation solution on digital technologies like Vlocity CPQ, Veeva CRM, Salesforce Health Cloud, Data automation and AI tools.
• Adept with working knowledge of Gen AI based technologies and tools such as ChatGPT, Gemini, DallE, Midjourney, Anthropic, Amazon Bedrock, LLama etc. Capable of using GenAI within applications such as Salesforce, Adobe and MS Dynamics.
• Understanding on healthcare delivery models, reimbursement systems (e.g., insurance, public health systems), and patient access programs.

Bring your best skills forward to excel at the role:

• Strong consulting and advisory experience in Life Sciences industry with deep industry knowledge and understanding of key trends.
• Expertise in patient-centric services, healthcare delivery systems, or operational models in life sciences.
• Deep understanding of Health Care processes, performance drivers & industry leading practices, regulatory and compliance requirements.
• Understanding of market access strategies for pharmaceuticals and medical devices, pricing and reimbursement, payer negotiation, health economics, and outcomes research (HEOR).
• Ability to develop long standing relationships with senior client stakeholders.
• Experienced in managing large global teams, multi-stakeholder environments and complex digital projects engagements in a global network.
• Strong program management/ people management skills.
• Experience working with C level executives.
• Problem solving and conflict management.
• Ability to work effectively in a remote, virtual and global environment.

Whats in it for you?

Qualification

Your experience counts!

• Minimum 8+ years of relevant experience in Life science industry with good analytical skills along with domain experience.
• Working knowledge of Veeva CRM or Salesforce Health cloud and AI tools. Implementation experience is a plus.
• Demonstrated sustained client relations management experience at a C-suite level or operated at a senior management level in the industry role.
• Familiarity with healthcare technologies such as CRM, Electronic Health Records (EHR), Laboratory Information Management Systems (LIMS), and patient management platforms.
• Knowledge of allied service transformation capabilities such as speech analytics, workforce management, CX, etc. is a plus.
• Travel may be required for this role. The amount of travel will vary from 25% to 100% depending on business need and client requirements.