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| Key Account Manager - Shared Services Center |
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| The PGCS (Pharma Global Informatics Center of Shared Services) Key Account Manager (KAM) is the primary point of contact for PG delivery clients.Be strategic interface who acts as a trusted and reliable partner to the clients in Delivery Management Leadership team, ensuring opportunities are enabled through proper/standard technology solutions.Contributes, reviews and challenges the delivery portfolio and plans to ensure optimal deployment of resources and capability within the area of responsibility.Based on best practices, internal and external benchmarking, pursues new and smarter ways of doing work, and encourages environment of knowledge transfer and continuous learning.Provides strategic direction and a customer view as a PGCS LT Member. Primary Responsibilities: Managing relationships with PG Shared Service Centre (PGCS) clientsIdentifies and aligns priorities for PGCS and supported delivery functionsUnderstanding the objectives and the course of action of the clients in order to actively determine their needs regarding PGCS service,Ongoing analysis and identification of key stakeholders and their needs,Providing feedback, suggesting improvements and implementing procedures to ensure the increase of clients' satisfaction,Reports and monitors performance of portfolio responsibilities and where necessary initiates corrective actions to cover short-falls in performance and capabilityAccountable for demand and budget planning with the clientsConstantly strives to achieve or exceed industry standard costsActs as the primary point of contact for the delivery LTsPGCS representative in key clients management structures, first point for escalationsAccountable for Operating Level Agreements negotiations and overseeing new Services and Projects setupPresents and ensures contract proposals meet the overall requirements of the customerManages customer relationships, monitors customer satisfaction and provides reports on OLA performanceNegotiates and implements OLAs when established or changed with the client function |
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Bachelors Degree
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7 years + |
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English : Speak / Write Fluently
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open-ended |
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unspecified |
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EU National |
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Basel |
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University degree
5 to 7 years of account management / sales experience in IT
Experience in Service Management
Solid track of successfully managing main accounts
Business process outsourcing experience required
Exposure to IT shared service centre is a plus
Proven record of successfully implemented improvements in the service driven organisation(s)
Previous experience in operational budgetary control.
Ability to build rapport quickly, strong customer service skills
Strong focus on data collection, analysis, reporting and trend tracking in the whole customer lifecycle
Process driven with ability to solve problems and think across different functions
Excellent business presentations and listening skills, experience in leading business meeting
Stakeholders analysis and management experience
Pharma business processes knowledge is a plus
Flexible, enthusiastic and proactive team player
Experience in SLA management
Negotiation skills
Availability to travel up to 50 %
Please apply online at http://careers.roche.com
Contact HR: S. Friedrich, Phone: +41 61 68 79472 |
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At Roche, 80,000 people across 150 countries are pushing back the frontiers of healthcare. Working together, we’ve become one of the world’s leading research-focused healthcare groups. Our success is built on innovation, curiosity and diversity, and on seeing each other’s differences as an advantage. To innovate healthcare, Roche has ambitious plans to keep learning and growing – and is seeking people who have the same goals for themselves.
The headquarters in Basel is one of Roche’s largest sites. It is home to the Corporate Executive Committee, the Pharmaceuticals and Diagnostics Divisions and the global business functions. Roche Basel also covers the entire business chain from research, development and production through to marketing. Over 8,000 people from more than 60 countries work at the site. |
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