Customer Engagement Specialist ( REMOTE)

Who is USP?
The U.S. Pharmacopeial Convention (USP) is an independent scientific organization that collaborates with the world's top authorities in health and science to develop quality standards for medicines, dietary supplements, and food ingredients. USP's fundamental belief that Equity = Excellence manifests in our
core value of Passion for Quality through our more than 1,300 hard-working professionals across twenty global locations to deliver the mission to strengthen the supply of safe, quality medicines and supplements worldwide.
At USP, we value inclusivity for all. We recognize the importance of building an organizational culture with meaningful opportunities for mentorship and professional growth. From the standards we create, the partnerships we build, and the conversations we foster, we affirm the value of Diversity, Equity,
Inclusion, and Belonging in building a world where everyone can be confident of quality in health and healthcare.
USP is proud to be an equal employment opportunity employer (EEOE) and affirmative action employer. We are committed to creating an inclusive environment in all aspects of our work—an environment where every employee feels fully empowered and valued irrespective of, but not limited to, race, ethnicity, physical and mental abilities, education, religion, gender identity, and expression, life experience, sexual orientation, country of origin, regional differences, work experience, and family status. We are committed to working with and providing reasonable accommodation to individuals with disabilities.

Brief Job Overview

The Customer Engagement Specialist is a professional, non-supervisory role focused on driving revenue growth and fostering customer relationships within assigned territories. Collaborating with Strategic Customer Development Managers (SCDs), this role develops and executes account plans while conducting consistent outreach to Tier 2 and Tier 3 accounts through phone, email, social media, and Salesforce to meet outreach metrics, generate leads, and onboard new customers. Additional responsibilities include coordinating customer meetings, supporting marketing campaigns, conferences, and tradeshows, and documenting all activities and insights in Salesforce to identify growth opportunities and address challenges. With a strong emphasis on communication, organization, and problem-solving, the Customer Engagement Specialist builds trusted relationships with diverse customer personas and collaborates with internal teams to ensure timely issue resolution. This role requires self-motivation, adaptability, and a commitment to delivering excellent customer experiences. 

This is a  6 Months Fixed Term position with a possible extension.

How will YOU create impact here at USP?
In this role at USP, you contribute to USP's public health mission of increasing equitable access to high quality, safe medicine and improving global health through public standards and related programs. In addition, as part of our commitment to our employees, Global, People, and Culture, in partnership with the Equity Office, regularly invests in the professional development of all people managers. This includes training in inclusive management styles and other competencies necessary to ensure engaged and productive work environments.

The Customer Engagement Specialist has the following responsibilities:
• Supporting revenue target growth for assigned territories and Strategic Customer Development Manager (SCD) through the development and execution of account plans.
• Meeting metrics for outreach/prospecting activities including coordinating customer meetings with assigned SCD Managers.
• Consistent and timely outreach activities to designated accounts using multiple channels (phone, email, social media, Sales Force)
o Primary focus on Tier 2 and Tier 3 accounts
o Supporting conferences, tradeshows and marketing campaigns, to drive lead qualification
o Lead generation and new customer onboarding
• Adhering to documenting all activities and customer insights/intelligence in Salesforce to identify drivers and barriers for growth to drive solutions.
• Working closely with assigned SCD Manager(s) to help provide actionable insights from the customer through customer engagement to meet performance goals.
• Driving continued education by attending product training to ensure effective customer communications on USP products and services.
• Provide resolution for customers by collaborating and communicating with other USP support functions, as needed.

Who is USP Looking For?

The successful candidate will have a demonstrated understanding of our mission, commitment to excellence through inclusive and equitable behaviors and practices, ability to quickly build credibility with stakeholders, along with the following competencies and experience:
• Associates degree or equivalent experience in account management.
• 2-5 years’ experience, Inside and or field sales account management.
• Excellent interpersonal skills, communications skills, and telephone manner required in efforts to build trust and nurture relationships with customers.
• Excellent organizational skills and detail oriented.
• Strong account management skills.
• Strong problem-solving skills with customer-centric approach.
• Excellent relationship-building skills with various customer personas.
• Self-motivated and able to work in a fast-paced multi-task environment.

Additional Desired Preferences

• Degree in Life Sciences.
• Field Sales and/or Life Sciences lab experience.
• Experience using data analytical platforms (e.g. Tableau) and CRM platforms (e.g. Salesforce).

Supervisory Responsibilities

None. Individual Contributor

Benefits

USP provides the benefits to protect yourself and your family today and tomorrow. From company-paid time off and comprehensive healthcare options to retirement savings, you can have peace of mind that your personal and financial well-being is protected.

Base Salary Range: USD $63,000.00 – 80,000.00 annually.

Target Annual Bonus: 10% Varies based on level of role

Individual compensation packages are based on various factors unique to each candidate’s skill set, experience, qualifications, equity, and other job-related reasons.

Note: USP does not accept unsolicited resumes from 3rd party recruitment agencies and is not responsible for fees from recruiters or other agencies except under specific written agreement with USP