Senior Ambassador Director

Agency:

Snow

Job Function:

Account Management and Growth

Job Subfunction:

Community Management

Job Description:

JOB SUMMARY:                                                                                                                                      

The Ambassador Services positions are vital to the core business of Snow, especially regarding the Patient Ambassador® Program. The Ambassador Management Team is responsible for all Ambassador and patient/caregiver relations. All positions within the Ambassador Management Team must work in a fast-paced environment, meet deadlines, and multitask. The Senior Ambassador Director position is responsible for the direct management of the Ambassador Management Team, including the training and supervision of Ambassador Managers and Senior Ambassador Managers. The Senior Ambassador Director position requires coordination with various internal departments, including the Mentor Program Team, coaches, Account Team, Programs Team, Recruitment Team, and Creative Team, as well as Ambassadors, to maintain a productive work environment. The Senior Ambassador Director is responsible for overseeing all Ambassador-related functions managed by the team, ensuring the process is followed and the highest level of customer service is provided.

All Directors (Ambassador Services Support Team and Ambassador Management) are responsible for working in lockstep to ensure the success of the Ambassador Services Team. This includes providing staffing recommendations, process development and updates, training, and day-to-day management of a large team. It is imperative that the Senior Ambassador Director be familiar with all aspects of the Ambassador Services Team and be able to provide guidance on any role.

Snow’s business is centered around the patient and caregiver journey, and the Senior Ambassador Director, like all positions at Snow, must be open, compassionate, and sensitive to the unique life experiences of these patients and caregivers. The Senior Ambassador Director must be able to incorporate the unique patient/caregiver experience into the strategies and solutions we provide to our clients.

PATIENT PRIVACY:

The core of our business is working with patients. It is most likely that you will encounter personally identifiable information (PII) and personal health information (PHI) of patients living with chronic illnesses. The Senior Ambassador Director will be required to successfully complete and adhere to training courses which may include, but are not limited to:

• Snow Policies and Procedures
• Health Insurance Portability and Accountability Act (HIPAA) requirements such as the Privacy Rule, the Security Rule, and Sunshine Act reporting
• Adverse Event (AE) Reporting
• Privacy and Data Security
• The promotional requirements for pharmaceuticals under the FDA and FTC and other applicable federal or state regulations

ESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:

General:

• Provide direct day-to-day supervision of Ambassador Management Team
• Adhere to standard processes, demonstrate strong communication skills, and maintain excellent attention to detail
• Demonstrate a complete understanding of all roles within the Ambassador Services Team and provide guidance on all aspects of those roles
• Responsible for the development of the employee Career Development Worksheet and corresponding bimonthly discussions
• Gauge workload of each team member
• Provide guidance, advice, and oversight of the Ambassador Services Team for conflicts and difficult situations

·       Display clear comprehension of legal and regulatory guidelines issued by the U.S. Food and Drug Administration (FDA) as they apply to the Patient Ambassador® Program

• Offer strategic direction to larger Ambassador Services Team
• Consult with various Account Teams on their Ambassador Program needs
• Communicate directly with Account Vice Presidents
• Proactively identify areas for enhancement within the Ambassador Services Team
• Act as a relationship expert for the Ambassador Services Team
• Assist in creating, reviewing, and submitting Standard Operating Procedures for the Ambassador Services Team
• Assist in staffing decisions and organizational shifts
• Offer training/education to the rest of the team on new or existing processes

Relationship Building:

• Oversee Ambassador relationships to ensure the highest level of customer service is being provided
• Provide solutions for problem-solving with professionalism
• Demonstrate empathy and compassion in all communications and provide necessary coaching to the team
• Provide oversight of Ambassador speaking engagements while ensuring that all logistics, including travel, are being accurately managed by the team
• Provide direction on Ambassador training, ensuring all steps are followed by team and appropriate Account Team leadership is looped in, as needed
• Work with team to ensure Ambassador contractual obligations are fulfilled
• Ensure expense process is followed by team
• Serve as the Ambassador Services lead to clients in regard to the Ambassador Program
• Work closely with the team to ensure proper coaching takes place for Ambassadors; this requires a close partnership with the Coaches

Documentation and Reporting:

• Ensure all Ambassador communications are documented within Salesforce
• Verify that all Ambassador utilization is documented within Salesforce and quarterly reporting cadence is being adhered to
• Provide oversight of the contracting process
• Provide direction on Salesforce clean-up and organization
• Partner with the Salesforce Team to enhance capabilities and features
• This position may include up to 30% in national or international travel in support of Ambassador Management team

The Senior Ambassador Director may be asked to perform additional duties and responsibilities consistent with those listed above based upon business needs.

KNOWLEDGE, SKILLS, AND ABILITIES:

Knowledge:

• Knowledge of the pharmaceutical/biotech industry and regulatory requirements is a plus
• Knowledge of basic Microsoft suite and systems (Office Suite, etc.)

Skills:

• Create and deliver well-constructed communications
• Demonstrate the ability to effectively listen and respond accordingly
• Effectively foster relationships with the Ambassadors with impact and influence
• Identify opportunities and take lead in providing recommendations to Sr. Leadership to improve communication and company-wide processes
• Identify compelling ways to enhance the function of Ambassador Management and opportunities to leverage Ambassadors
• Provide strategic guidance to clients and AT in terms of setup and management of Ambassador Programs from point of kickoff, including FMV recommendations and best practices
• Establish confidence with the team as an experienced leader through authority, knowledge, and presence
• Assist in the coordination of sensitive or conflict-related communications
• Effectively create and deliver presentations (both internal and external) that communicate with impact and influence

Abilities:

• Respond to inquiries in a timely manner
• Develop and maintain excellent relationships
• Establish trust, credibility, and respect of client
• Provide recommendations to the client based on Ambassador and strategic expertise
• Facilitate engaging and effective client/Ambassador interactions, especially live engagements
• Review and facilitate all quarterly reporting
• Identify opportunities for potential organic growth within assigned clients within the realm of Ambassador Services
• Identify and provide development opportunities for the team and individual employees
• Foster a healthy collaborative team environment
• Monitor and evaluate performance of staff with timely and actionable personnel reviews
•  Inspire and motivate team members, leading by example
• Take lead in internal committees and initiatives that improve the overall organization and ways of working
• Appropriately counsel staff on internal and external issues

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. Experience in a service or medical field (education, nursing, hospice care, medical assisting, etc.) is a plus. Candidates must have a valid driver’s license. In some instances, a passport may be necessary.





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