Senior Ambassador Manager

Job Summary

The Ambassador Services Team is vital to the core business of Snow, the Patient Ambassador Program. The team is responsible for managing all Ambassador and patient/caregiver relations, as well as planning and implementing all logistics for Ambassador-related projects. The Senior Ambassador Manager must work in a fast-paced environment, meeting deadlines, multitasking, and coordinating with all divisions of the Ambassador Services Team including analytics, mentor program management, and coaching and training specialists.

The Senior Ambassador Manager serves as the direct point of contact for Ambassadors and is responsible for overseeing and implementing all Ambassador-related projects from start to finish, including contracting, needs assessment, project management, compliance adherence, presentation skills training and evaluation, logistics and travel guideline implementation, maintaining accurate reporting, and financial policy adherence.

Essential Job Functions and Responsibilities

• Adhere to standard processes, demonstrate strong communication skills, and maintain excellent attention to detail
• Display clear comprehension of legal and regulatory guidelines issued by the FDA as they apply to the Ambassador Program
• Understand pharmaceutical industry regulations, both current and expected changes
• Demonstrate a complete understanding of HIPAA privacy guidelines and maintain all contracts, health records, and personal information in accordance with these guidelines
• Develop strong partnership with analytics specialists, mentor program managers, and coaching and training specialists
• Maintain collaborative working relationship with Account Teams related to all Ambassador engagement, training, and performance evaluation
• Identify and suggest methods to improve processes and efficiency for the Ambassador Services team
• Analyze Ambassador utilization needs to develop new initiatives or modify and improve existing initiatives in partnership with Account Teams
• Update standard operating procedures on a regular basis and ensure timely communication of these updates

Relationship Building

• Understand the disease category, special needs, and individual requirements associated with each category to become the Ambassador expert on brands managed
• Manage Ambassador relationships and problem-solving with professionalism
• Demonstrate empathy and compassion in all Ambassador communications
• Coordinate speaking engagements on behalf of Ambassadors and ensure that all logistics, including travel, are confirmed
• Evaluate and understand Ambassadors' strengths and stories to match appropriate Ambassadors with event/client needs
• Manage Ambassadors and interact with pharmaceutical company representatives onsite at live events
• Work with Ambassadors to ensure contractual obligations are fulfilled
• Assist Account Team with annual Ambassador training
• Facilitate expense process
• Communicate with pharmaceutical company representatives regarding Ambassador engagements and needs
• Work closely with coaching and training specialists to ensure proper communication and presentation skills coaching takes place for Ambassadors
• Evaluate Ambassador performance to ensure compliance adherence, client objectives are met, and attendee satisfaction is achieved
• Assist with event planning as needed

Documentation and Reporting

• Ensure all Ambassador communications and utilizations are documented within Salesforce
• Participate in extensive training on Adverse Event reporting
• Ensure all Adverse Events are reported per client requirements
• Work closely with analytics specialist to provide detailed reports on Ambassador utilization and touchpoints
• Maintain up-to-date contracts and closely monitor expiration dates to ensure there is never a lapse
• This position may include up to 35-40% in national or international travel in support of Ambassador engagements

Knowledge, Skills and Abilities

• Knowledge of the pharmaceutical/biotech industry and regulatory requirements are a plus
• Knowledge of basic Microsoft suite and systems (Office Suite, etc.)
• Creates and delivers well-constructed communications
• Demonstrates the ability to effectively listen and respond accordingly
• Effectively fosters relationships with the Ambassadors with impact and influence
• Responds to client inquiries in a timely manner
• Develops and maintains excellent client relationships; establishes trust, credibility, and respect of client
• Effectively communicates Ambassador status updates to the client brand teams
• Effectively manages multiple client relationships spanning multiple disease categories/brands
• Provides recommendations to the client based on Ambassador expertise
• Facilitates engaging and effective client interactions, especially live engagements
• Creates and maintains Ambassador Requests, Contact Lists, Utilization Reports and Dashboards within Salesforce
• Effectively manages expense/reimbursement process with Ambassadors
• Contributes towards all functions of Ambassador placements
• Coordinates and communicates with Ambassadors on all placement communications and updates
• Works with Ambassadors to ensure contractual obligations are fulfilled using DocuSign or by hard copy forms
• Effectively demonstrates a knowledge of the brands and disease categories involved
• Coordinates and communicates with reps, accounts, clients and internal departments on Ambassador placement updates
• Possesses the ability to provide onsite story coaching and preparation with Ambassadors
• Maintains an understanding of individual project objectives and budgets where Ambassadors are being initiated
• Guides and sets appropriate expectations and timelines with accounts as it relates to leveraging Ambassadors
• Manages contracting process for Ambassadors including submission of templates for buildout in Docusign, tracking return of FEC, and saving in appropriate location on BOX
• Travels as needed to be onsite contact for Ambassadors, including at trainings, video shoots, speaking engagements, etc.

Education, Experience and Related Qualifications

Bachelor's degree from a four-year college or university and three to five years of related experience and/or training preferred. Candidates must have a valid driver's license. In some instances, a passport may be necessary. Omnicom's policy requires employees to work in the office for a minimum of three days a week, unless additional in-office days are directed by their agency or manager.