Business Intelligence Manager

5 - 7 years experience  •  Biotech/Pharma

Salary depends on experience
Posted on 10/30/17
Jacksonville, FL
5 - 7 years experience
Biotech/Pharma
Salary depends on experience
Posted on 10/30/17

The Business Intelligence Manager will be responsible for the continuous review of cases in Salesforce.com to analyze quality of content, timing, and trends as they form in the business of supporting customer and sales representatives.  This role will work with department leaders across MedSurg to target areas of improvement and opportunities for behavior change.   This role will engage in written and verbal communication with service and support roles, leadership of all levels, customers, and sales representatives.

 

Key Responsibilities: 

  • Daily review of case funnel for all support teams, analysis of content related to case submission, method, and response for completeness, accuracy, and timeliness.  Coordinate and triage support efforts to influence the completion or direction of service and communication.  Documents and communicates trends observed to leadership
  • Create and monitor team reporting to identify trends
  • Attend dept. leader meetings; share information and trends and identify areas for improvement.  Influence leaders in efforts to impact employee behavior changes that will drive desirable outcomes
  • Other projects as assigned by manager

 

Qualifications

 Minimum Requirements
5+ years experience in analytics or data related fields

Critical Skills

  • 4+ years’ experience providing customer, sales, or contract administration support
  • 2+ years experience working with Salesforce.com or other CRM
  • 2+ years experience explaining or presenting complex data sets to all audience types
  • Advanced proficiency with MS Office (Excel- pivots and Vlookups)

Additional Knowledge & Skills

  • Strong and persuasive communication skills; ability to influence and drive behavior changes
  • Strong organizational skills, attention to detail, and excellent follow through
  • Good oral and written communication skills; able to collaborate well with a diverse range of people; tactful, professional, and flexible
  • Able to multi-task effectively and manage shifting priorities
  • Comfortable negotiating escalated situations where service goals have been compromised
  • Self-motivated; eager to seek new challenges and take initiative
  • Able to thrive in a dynamic environment and navigate organizational complexity and change
  • Good reasoning abilities and sound judgment
  • Experience working with Salesforce.com preferred
  • Experience working with data visualization tools (tableau, Oracle BI, etc)

Education
BA or BS degree or equivalent experience.

17007676

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