{"id":1475614,"url":"https://alion.io/job/sanofi-customer-experience-specialist","title":"Customer Experience Specialist","company":{"id":146,"name":"Sanofi","domain":"sanofi.com","url":"https://alion.io/company/sanofi","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":96,"open_postings":117,"ghost_share":0,"stale_share":0.316,"repost_share":0.043,"time_to_fill_p50_days":14,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Madrid, Spain","Barcelona, Spain"],"countries":["ES"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":48000,"max":64000,"currency":"EUR","period":"year","gross":null,"usd_annual":72620},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"LCM","optional":false},{"name":"Power BI","optional":false},{"name":"Stable Diffusion","optional":true}],"status":"live","first_seen_at":"2026-09-29T18:42:25Z","employer_posted_date":"2026-09-29","last_verified_at":"2026-10-17T07:49:52Z","board_verified":true,"closed_at":null,"days_open":17,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":17},"description":"Job title: Customer Experience Specialist (CES) Transplant\nLocation: Madrid\nTerritory: Madrid - Levante\nAbout the job\nAt Sanofi, we are driven by one purpose - we chase the miracles of science to improve people’s lives. Our team, across some 100 countries, is dedicated to transforming the practice of medicine by working to turn the impossible into the possible.\nWe are an innovative global healthcare company with a focus on immunology that extends to innovation in transplant medicine. Across different countries, our talented teams are determined to deliver a best-in-class customer experience using the best of digital, artificial intelligence and personal know-how. We pursue progress to make a real impact on millions of patients around the world.\nOur vision is to become leaders in the Transplant therapeutic area by collaborating with key partners to shape new SOC practices across the transplant continuum of care with innovative, clinically differentiated portfolio opportunities that offer organ preservation and extended life-years to patients with improved quality of life (QoL).\nIn this sense, we are investing in science to develop a pipeline of assets targeting new and important disease pathways across the transplant therapeutic area.\nThe CES has the mission to enable life changing stories and redefine QoL for transplant patients who are living impacted by the complication of an allogenic transplant such as the chronic graft-versus-host disease and for their caregivers.\nOur Team:\nWe are seeking a highly motivated and proactive person interested in shaping the management of people at suffering of cGvHD for improving their disease course and improve their QoL.\nAs a CES, you will be primarily responsible to drive the success of the launch and growth across your assigned accounts in your territory.\nReporting to the Sales Lead, this role is positioned in the field and is key to achieve the ambition of Transplant Team and contribute to the overall future success of Sanofi.\nYour main responsibilities will include:\nDuring pre-launch:\nIdentify key Stakeholders in each of the Transplant Centers, not only hematologists but other Specialties involved in cGvHD management, within scope and develop an appropriate engagement plan aligned to their and our needs.\nConduct in-depth segmentation and profiling of Hematologists as well as other Specialties involved in cGvHD to adapt visits and messages.\nCollect continuous insights and competitive intelligence data from the field and share it with Sales, Marketing, Customer Engagement & Medical Teams to analyze market trends, evaluation of healthcare practice and competitor activities to adjust strategies as needed. \nDevelop customer-focused plans aligned to the Brand Strategy.\nOrchestrate the unbranded campaign, leveraging Sanofi channels to raise awareness for better management of prevention, implementation, and monitoring patients in geographical area (including hematologists and other Specialties)\nStrengthen mastery of disease and product through HCP engagements in key congresses and scientific meetings.\nDevelop a valuable relationship with HCPs based on quality medical information and ethical approach in compliance with the regulatory framework.\nContribute to the creation of solid Multidisciplinary teams in the centers of your territory.\nBuild strong Sanofi image & reputation in the Transplantation field.\nDuring Launch:\nAchieve sales goals and qualitative performance parameters in the assigned area.\nAdjust segmentation and profiling of Hematologists as well as other Specialties involved in cGvHD to adapt visits and messages.\nDevelop and implement commercial, customer-focused projects to optimize patient care in collaboration with our key customers.\nIdentify and execute plans aligned with the Brand Strategy and in close collaboration with Medical, Customer Engagement and other relevant functions.\nCollect continuous insights and competitive intelligence data from the field and share it with Sales, Marketing, Customer Engagement & Medical Teams to analyze market trends, evaluation of healthcare practice and competitor activities to adjust strategies as needed. \nOrganize local symposia and workshops with the key customers.\nParticipate in local, national, and international meetings and symposia.\nEnsure availability of the medication in all centers of your territory.\nEnsure compliance within all activities to maintain the highest standards of patients focused ethical conduct in line with our values.\nEnsure operating in accordance with Sanofi’s code of conduct and all applicable local laws and regulations.\nBuild strong Sanofi image & reputation in the Transplantation field.\nAbout you\nExperience: Established experience as commercial representative. Desired in hematology, oncology, transplant, immunology and/or rare disease field.\nExtensive Knowledge of the Health System Business, decision-making processes, and market trends.\nDemonstrated marketing, project management and digital competencies (i.e. implement omnichannel strategy…) and experience in key account management including mapping accounts, collecting insights, and establishing account plans for introducing new products at Hospital level.\nStrong drive to deliver results while working collaboratively with a cross-functional team.\n\n Soft skills: Can work autonomously, learn fast and work in an Agile manner and integrate a TRT (Thoughtful Risk Taking) mindset.\nStrong result-oriented with ambition to obtain optimal results.\nAble and willing to work in a team (across Transplant Team but also with other Functions and teams, i.e. OneHematology - OneGenMed - OneSanofi).\nInnovative & proactive approach in the search of opportunities.\nShow commercial skills, Outstand networking capabilities and strong negotiating skills. \nDemonstrate problem-solving skills, analytical mindset, adaptability, and strong organization skills.\nStrong communication skills, ability to build trusted relationships with external Stakeholders i.e. HCPs and influence them.\nAbility to work in multiple projects and dynamically adjust priorities due to changing circumstances.\nHave strong empathy and education.\nwilling to travel (min. 80% customer facing activities).\n\nTechnical skills: Agile learning accross the LCM.\nAble to discuss and manage objections. \nTechnology proficiency: Office package, advanced level, CRM and others, omnichannel approach, Power BI, AI tools and others.\nAble to create a 360 account plan overview.\nData analytics.\nEnterpreneurial mindset.\nDesired scientific Knowledge in Immunology, hemato-oncology and /or transplant.\n\n Education:Bachelor's degree in Science preferably (Pharmacy, Biochemistry, Biology, Chemistry…). Ideally complemented with a commercial training or master.\nValid driver’s license.\n\n Language:Spanish native language.\nEnglish (reading and understanding, speaking highly desired).\n\nWhy choose us?\nBring the miracles of science to life alongside a supportive, future-focused team. \nDiscover endless opportunities to grow your talent and drive your career, whether it’s through a promotion or lateral move, at home or internationally. \nEnjoy a thoughtful, well-crafted rewards package that recognizes your contribution and amplifies your impact. \nTake good care of yourself and your family, with a wide range of health and wellbeing benefits including high-quality healthcare, prevention and wellness programs and at least 14 weeks’ gender-neutral parental leave. \nPursue progress, discover extraordinary\nBetter is out there. Better medications, better outcomes, better science. But progress doesn’t happen without people - people from different backgrounds, in different locations, doing different roles, all united by one thing: a desire to make miracles happen. So, let’s be those people.\nAt Sanofi, we provide equal opportunities to all regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, ability or gender identity.\nWatch our ALL IN video and check out our Diversity Equity and Inclusion actions at sanofi.com!\nThe salary range for this position is :€48 000,00 - €64 000Final compensation will be determined based on demonstrated experience, skills, location, and other relevant factors. 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