Senior Ambassador Manager

Agency:

Snow

Job Function:

Account Management and Growth

Job Subfunction:

Community Management

Job Description:

JOB SUMMARY:                                                                                                                 The Ambassador Services Team is vital to the core business of Snow, the Patient Ambassador® Program. The Ambassador Services 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, a key position within the Ambassador Services Team, 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 must also work closely with Account Team members, Programs Team leaders, and Recruitment Team leaders to address and meet the objectives of Snow’s clients.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.The Senior Ambassador Manager must have excellent listening and communication skills, strong organizational skills, and be able to develop relationships with Ambassadors which convey compassion while maintaining professional boundaries. The Senior Ambassador Manager will be responsible for extensive documentation with regard to all Ambassador communication and engagement and may also be responsible for managing healthcare providers and/or advocacy organizations depending on the client’s needs.Snow’s business is centered around the patient journey, and the Senior Ambassador Manager, like all positions at Snow, must be open, compassionate, and sensitive to the unique life experiences of these patients and caregivers. The Senior Ambassador Manager 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 come in contact with personally identifiable information (PII) and personal health information (PHI) of patients living with chronic illness. The Senior Ambassador Manager will be required to successfully complete and adhere to training courses which may include, but are not limited to:Snow Policies and ProceduresHealth Insurance Portability and Accountability Act (HIPAA) requirements such as the Privacy Rule, the Security Rule, and Sunshine Act reportingAdverse Event (AE) Reporting The promotional requirements for pharmaceuticals under the FDA and FTC and other applicable federal or state regulationsPrivacy and Data SecurityESSENTIAL JOB FUNCTIONS AND RESPONSIBILITIES:The Senior Ambassador Manager, Ambassador Services must be able to perform the following essential duties and functions:General:As a Senior Ambassador Manager, in addition to all the essential functions and duties below, individuals should present with relevant experience, bring ideas forth proactively, show capacity to work independently, prioritize effectively, and mentor junior team membersAdhere to standard processes, demonstrate strong communication skills, and maintain excellent attention to detailDisplay clear comprehension of legal and regulatory guidelines issued by the U.S. Food and Drug Administration (FDA) as they apply to the Ambassador ProgramUnderstand 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 guidelinesDevelop strong partnership with analytics specialists, mentor program managers, and coaching and training specialists to align on team processes, client initiatives, compliance regulations, and project managementMaintain collaborative working relationship with Account Teams related to all Ambassador engagement, training, and performance evaluationIdentify and suggest methods to improve processes and efficiency for the Ambassador Services teamAnalyze Ambassador utilization needs to develop new initiatives or modify and improve existing initiatives in partnership with Account Teams to meet client objectivesUpdate standard operating procedures on a regular basis to reflect changes in brand initiatives, policies, and procedures, and ensure timely communication of these updatesThe primary job functions and responsibilities include, but are not limited to, those listedRelationship Building:Understand the disease category, special needs, and individual requirements associated with each category to become the Ambassador expert on brands managedManage Ambassador relationships and problem-solving with professionalismDemonstrate empathy and compassion in all Ambassador communicationsCoordinate speaking engagements on behalf of Ambassadors and ensure that all logistics, including travel, are confirmedEvaluate 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, which could include educational programs, client internal events, and photo/video shootsWork with Ambassadors to ensure contractual obligations are fulfilledAssist Account Team with annual Ambassador trainingFacilitate expense processCommunicate 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 AmbassadorsEvaluate Ambassador performance to ensure compliance adherence, client objectives are met, and attendee satisfaction is achievedAssist with event planning as neededDocumentation and Reporting:Ensure all Ambassador communications and utilizations are documented within Salesforce (online data management platform)Participate in extensive training on Adverse Event reportingEnsure all Adverse Events are reported per client requirementsWork 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 lapseThis position may include up to 35-40% in national or international travel in support of Ambassador engagementsThe Senior Ambassador Manager 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 are a plusKnowledge of basic Microsoft suite and systems (Office Suite, etc.)Skills:Creates and delivers well-constructed communicationsDemonstrates the ability to effectively listen and respond accordinglyEffectively fosters relationships with the Ambassadors with impact and influenceAbilities:Responds to client inquiries in a timely manner (acknowledging receipt and fulfillment of request)Develops and maintains excellent client relationships; establishes trust, credibility, and respect of clientEffectively communicates Ambassador status updates to the client brand teamsEffectively manages multiple client relationships spanning multiple disease categories/brandsProvides recommendations to the client based on Ambassador expertiseFacilitates engaging and effective client interactions, especially live engagementsCreates and maintains Ambassador Requests, Contact Lists, Utilization Reports and Dashboards within SalesforceConveys ownership/pride in maintaining favorable Ambassador relationships (high familiarity with Ambassador stories, personalities, health status etc.)Effectively manages expense/reimbursement process with Ambassadors including Ambassador expense accruals, honorarium status, etc.Contributes towards all functions of Ambassador placements (recommendations, availability, travel, story prep, participation, follow-ups and post program reporting)Coordinates and communicates with Ambassadors on all placement communications and updates (confirmations, follow-ups, etc.)Works with Ambassadors to ensure contractual obligations are fulfilled using DocuSign or by hard copy formsEffectively demonstrates a knowledge of the brands and disease categories involved, in order to best serve the Ambassadors and clientsCoordinates and communicates with reps, accounts, clients and internal departments on Ambassador placement updatesPossesses the ability to provide onsite story coaching and preparation with AmbassadorsMaintains an understanding of individual project objectives and budgets where Ambassadors are being initiatedGuides and sets appropriate expectations and timelines with accounts as it relates to leveraging AmbassadorsManages contracting process for Ambassadors including submission of templates for buildout in Docusign, tracking return of FEC, and saving in appropriate location on BOXTravels 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. Our objective is to increase this requirement over time, and many of our agencies as well as Omnicom’s corporate group already require five days of in-office attendance.

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