Virology Customer Representative

Job Description

The Virology Customer Representative is a key member of the Customer Team and plays a critical role in supporting our Company's customer centric business model. They are responsible for working with the Customer Team to understand and identify customer needs, supporting pull-through activities relative to the customer strategy, keeping with our Company's values and standards as governed by our policies and ensuring that our Company is viewed as demonstrating better health outcomes to healthcare professionals and their patients.

The Virology Customer Representative demonstrates professionalism and leadership by modeling the required knowledge for successful execution of all Field Sales competencies.

Territory Information:

• This is a field-based sales position that is responsible for covering the Northern New England territory.

• This territory covers a small portion of northern Massachusetts, and is responsible for Maine, New Hampshire, and Vermont.

• The ideal location to reside is within this territory or within a reasonable commuting distance to workload center.

• Travel (%) varies based on candidate’s location within the geography.

Primary Responsibilities:

• Communicate product information in a way that's meaningful and relevant to each individual customer; customizes discussions and client interactions based on understanding of customer's needs.

• Engage in informed discussions about products with HCP customers – knowing when/how to seek and provide additional information.

• Within select customer accounts, act as primary point of contact for customer, meets with key customers/personnel to understand practice structure, business model, key influencers (IDS, ADAP, DOC, VAs, DOH)/network structure, customer needs and identifies business opportunities.

• For select customer accounts/HCPs, coordinate with customer team to develop customer strategy – outlining strategy for interactions/ relationship, solutions and potential offerings for customer.

• Share learnings and best-practices from one customer to help other customers meet their needs.

• Demonstrate a focus on better health outcomes (considers the HCP & patient experience).

• Provide input into resource allocation decisions across customers.

• Identify and select programs/services available in the library of our "resources" to address customer needs.

• Maintain current understanding of practice structure, business model, key influencers/ network structure and make information available to relevant stakeholders.

• Influence beyond their specific geography or product area.

• Embrace and maximize new technological capabilities and channels to engage customers.

• Engage in all job responsibilities and activities with the highest standards of ethics and integrity, with particular emphasis on compliance with all relevant laws, policies and regulation.

Virology Specific:

The Virology Customer Representative demonstrates the ability to:

• Execute at each stage of the sales process.

• Create a compelling and logical rationale in positioning our Company's Virology products versus the competition by focusing on appropriate patient types and use of supportive approved resources.

• Stay ahead of market trends, assess impact of dynamics on current business state and make proactive recommendations to meet the future needs of the business.

• Innovate and thrive in fast-changing, ambiguous business environments through resilience and adaptability.

• Ask strategic, insightful questions to obtain information on customer healthcare needs. Use insights to position Virology products and collaborates with customers on focused and customized business strategy.

• Identify customer/market segments and industry conditions in local market. Special emphasis on Specialty Pharmacy to leverage business opportunities and understanding of Virology products distribution channels/challenges.

• Drive results by appropriately managing the total Virology product portfolio by prioritizing individual opportunities and plan execution through customer segmentation, targeting and business analysis.

• Articulate the complexities of the HIV payer environment, recognizing the role each stakeholder plays in the ability to access our Company's Virology product portfolio.

• Apply understanding of account needs and inter-dependencies in order to develop and execute account plans. Collaborate and model teamwork with extended members of the Virology Account Team (CLs, CTLs, Managed Care, Marketing) in the development of long-term account plans and customer centric solutions to improve value for both customers and patients.

• Embrace and maximize current and future technological capabilities and multi-channel opportunities to engage customers.

• Collaborate to optimally maximize customer interactions and territory management with cross-functional Virology and non-Virology stakeholders such as Community Liaisons, IDS executives, fellow District members etc.

• Create and manage business relationships with difficult to access customers in a “no sample” environment.

• Employ a “business owner mindset” during business cycles undergoing a high degree of change, including flexing across customer segments, product portfolios, and working in flexible matrix configurations.

• Maintain high-level compliance with all Company policies and procedures.

Position Qualifications:

Minimum Requirements:

• Bachelor’s Degree with 2-6 years Sales experience OR a minimum of high school diploma with at least 6 years of equivalent experience which could include professional sales, experience in marketing, military or healthcare/scientific field that is not sales related (pharmaceutical, biotech, or medical devices). 

• Valid Driver's license. 

Preferred Experience and Skills:

• Minimum of two (2) years working in one or more of the following areas: account management or sales experience working with Infectious Disease customers, with a preference for HIV product experience and/or launch experience.

• Preference for specialty sales experience across multiple specialty markets with a preference for launch experience.

• Experience in pharma, biotech or medical device sales.

• Demonstrated experience developing and executing plans for engaging customers and meeting customer needs.

• Demonstrated success in establishing, developing and maintaining relationships.

• Prior experience working in a highly regulated industry or environment where compliance to laws and policies is critical.

• Account experience working in complex hospital systems, teaching Institutions and community hospitals.

• Demonstrated skill set to identify account inter-dependencies and build partnerships with key stakeholders/departments.

• Experience with complex payer environments, recognizing the role each stakeholder plays in the ability to access the product portfolio, especially pharmacy stakeholders.

• Current disease state customers acknowledge individual as a trusted and reliable representative.

• Experience interacting with scientific thought leaders and developing advocates across an adoption continuum.

• Demonstrated ability to develop customer relationships in a challenging-to-access or “no sampling” environment.

• High level of business acumen and account management skills.

• Current relationships with key opinion leaders within designated account preferred.

• Leadership, planning and organization, self-motivation and initiative, ability to learn, understand and convey complex information.

• Understanding of the value and importance of approaching job responsibilities with ethics and integrity and working in a highly compliant environment.

#MSJR

Required Skills:

Account Management, Account Management, Account Planning, Adaptability, Business, Business Acumen, Business Administration, Business Analysis, Business Management, Business Strategies, Client Communication, Compliance Policies, Customer Experience Design, Customer Experience Management, Customer Feedback Management, Customer Segmentation, Customer Service, Customer Strategy, Health Outcomes, Hospital Sales, Infectious Disease, Interpersonal Relationships, Lead Generation, Market Analysis, Market Trends {+ 13 more}

Preferred Skills:

Current Employees apply HERE

Current Contingent Workers apply HERE

US and Puerto Rico Residents Only:

Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.

As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics.  As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities.  For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:

EEOC Know Your Rights

EEOC GINA Supplement​

We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another’s thinking and approach problems collectively.

Learn more about your rights, including under California, Colorado and other US State Acts

U.S. Hybrid Work Model

Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as “remote”.

The salary range for this role is

$104,200.00 - $163,900.00

This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee’s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs.

The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.

We offer a comprehensive package of benefits.  Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.

You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.

San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance

Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance

Search Firm Representatives Please Read Carefully 
Merck & Co., Inc., Rahway, NJ, USA, also known as Merck Sharp & Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company.  No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails. 

Employee Status:

Regular

Relocation:

No relocation

VISA Sponsorship:

No

Travel Requirements:

10%

Flexible Work Arrangements:

Remote

Shift:

Not Indicated

Valid Driving License:

Yes

Hazardous Material(s):

n/a

Job Posting End Date:

10/14/2025

*A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date.