ROLE SUMMARY
The Service Ambassador Analyst is responsible for providing a best-in-class customer experience for Meetings, External Engagements, & Travel (MEET) customers through seamless customer interaction and support. This role will contribute to the flawless delivery of MEET services across LATAM and will report to the Regional MEET Service Ambassador Manager.
In addition to assisting with the implementation of MEET's customer experience model, this analyst will address customer needs and issues in a timely and efficient manner, escalate issues appropriately, and direct queries to the appropriate MEET resource. This role will also support the execution of key events (in partnership with MEET Regional colleagues), ensuring a seamless end-to-end experience for commercial stakeholders. This role requires strong experience in a customer-facing role, problem solving, and stakeholder management. Additional responsibilities include interacting and assisting regional healthcare professionals, patients, and healthcare organizations with transactions and identifying potential delays or recurring issues in the customer experience (contracts, payment, reimbursement and other).
This role will work closely with other MEET service ambassador analysts and with the Regional Operations Team in LATAM. The Analyst will report directly to the Regional MEET Service Ambassador Manager.- Oversee daily execution of end-to-end MEET strategy to ensure a seamless customer experience across all MEET services- Serve as the first point of contact for all key events, non-standard requests, and escalations related to MEET services for assigned markets; coordinate with Regional Service Ambassador when additional support is needed- Partner with Regional MEET colleagues to support the execution of key events, ensuring the seamless coordination of all logistics by the Meeting Planning Agency (MPA) and ensuring that any event-specific needs as requested by commercial colleagues are met- Track the healthcare professional journey through the end-to-end MEET processes- Work with the regional MEET Service Center Lead and the Regional MEET team to resolve customer service issues as needed- Support Regional and Global Service Ambassador in identifying and implementing new solutions in LATAM that will continuously improve the customer experience as it relates to the delivery of MEET services- Maintain a comprehensive knowledge of MEET policies, procedures, control, and systems- Ensure alignment with North Star principles of "speed to value, business impact, promote our services, and create capacity"- Perform key event activities that will support the customer experience- Manage relationships with regional stakeholders- Work with external customers (healthcare professionals, healthcare organizations, patients) to resolve outstanding issues and to understand customer needs- Record customer needs and comments for presentation to Regional Service Ambassador, Global Service Ambassador, and Global MEET Lead as needed
BASIC QUALIFICATIONS- Highly customer
- and service-minded- Comprehensive knowledge and expertise in the technology landscape that supports MEET- Strong written and verbal communication skills enabling effective communication with all levels of management- Ability to cooperatively function with other service ambassador analysts- Project management experience with change management and communications for regional organizations- Fundamental knowledge of data analysis and strong financial experience managing large budgets- Demonstrated analytical thinking and problem-solving skills- Ability to work under pressure and to handle several projects at once- High level of self-motivation, energy, and flexibility- Ability to drive continuous improvement- Ability to maintain complete and accurate standard operating procedures and related internal control documentation- Strong interpersonal and organizational skills- Management of multiple client stakeholders- Proficiency in PC skills (MS Excel, Word, PowerPoint) required- Good organizational skills to coordinate and manage multiple priorities- Strong written and verbal skills to enable effective communication with leadership
PREFERRED QUALIFICATIONS- Typical Years of Experience: 2 years for BA / BS of experience in customer focused operations with and risk (including audit and/or finance experience)- Minimum of bachelor's degree in Business, Finance, Analytics, or a related discipline- Fluency in English and Spanish is a must; Portuguese and additional languages preferred- Comfort with ambiguity, anticipates changes, and influences direction of innovative operational strategies- Strong compliance, customer experience and stakeholder management experience- Previous experience with pharmaceutical companies is preferred- Deep expertise and understanding of a large compliance related, customer facing operations team- Expertise in strategy development- Project management & communications skil