Senior Ambassador Manager

Overview

The Ambassador Services Team is vital to the core business of Snow, the Patient Ambassador program. The team manages all Ambassador and patient/caregiver relations and plans/logistics for Ambassador-related projects. The Senior Ambassador Manager works in a fast-paced environment, coordinates with analytics, mentor program management, and coaching/training specialists, and collaborates with Account, Programs, and Recruitment teams to meet client objectives.

The Senior Ambassador Manager serves as the direct point of contact for Ambassadors and oversees all Ambassador-related projects from start to finish, including contracting, needs assessment, project management, compliance adherence, presentation skills training and evaluation, logistics and travel Guideline implementation, accurate reporting, and adherence to financial policy.

Key qualifications include excellent listening and communication skills, strong organization, and ability to develop professional, compassionate relationships with Ambassadors while maintaining boundaries. The role may involve managing healthcare providers and/or advocacy organizations depending on client needs.

Snow’s business centers on the patient journey, so the Senior Ambassador Manager must be open, compassionate, and sensitive to the life experiences of patients and caregivers, incorporating these experiences into strategies and solutions for clients.

The work involves handling patient information (PII/PHI). The Senior Ambassador Manager will complete training on, and adhere to, applicable privacy and regulatory requirements, which may include:

• Snow Policies and Procedures
• HIPAA requirements (Privacy Rule, Security Rule, Sunshine Act)
• Adverse Event (AE) Reporting
• FDA/FTC pharmaceutical promotion requirements and other applicable regulations
• Privacy and Data Security

The Senior Ambassador Manager must perform the following essential duties and functions. This includes, but is not limited to:

• Demonstrate relevant experience, proactively contribute ideas, work independently, prioritize, and mentor junior team members
• Adhere to standard processes, communicate effectively, and maintain attention to detail
• Understand FDA guidelines as they apply to the Ambassador Program and stay informed on pharmaceutical industry regulations
• Maintain HIPAA privacy guidelines and manage contracts, health records, and personal information accordingly
• Collaborate with analytics, mentoring, and coaching professionals to align on processes, client initiatives, compliance, and project management
• Maintain relationships with Account Teams for Ambassador engagement, training, and performance evaluation
• Identify opportunities to improve processes and efficiency
• Analyze Ambassador utilization needs to develop or modify initiatives with Account Teams to meet client objectives
• Regularly update standard operating procedures to reflect changes in brand initiatives, policies, and procedures
• Perform other duties as needed within the scope of Ambassador placements

• Understand disease categories and special needs to become the brand expert for ambassadors
• Manage Ambassador relationships and problem-solve professionally
• Demonstrate empathy and compassion in all communications
• Coordinate speaking engagements and manage logistics, including travel
• Evaluate ambassadors to match with event/client needs
• Interact onsite with pharmaceutical company representatives at live events
• Ensure contractual obligations are fulfilled
• Assist with Ambassador training and provide coaching for presentation skills
• Evaluate performance for compliance and client objectives
• Assist with event planning as needed

• Document all Ambassador communications and utilizations in Salesforce
• Train on Adverse Event reporting and ensure AE reporting per client requirements
• Collaborate with analytics to provide detailed utilization reports
• Maintain up-to-date contracts and monitor expiration dates to prevent lapses
• This role may include up to 35-40% travel for Ambassador engagements

The Senior Ambassador Manager may be asked to perform additional duties consistent with business needs.

Knowledge:

• Pharmaceutical/biotech industry and regulatory requirements are a plus
• Basic Microsoft Office suite proficiency

Skills:

• Creates and delivers well-constructed communications
• Listens effectively and responds appropriately
• Builds impactful relationships with Ambassadors

Abilities:

• Responds to client inquiries in a timely manner
• Develops and maintains excellent client relationships based on trust and credibility
• Effectively communicates Ambassador status updates to client brand teams
• Manages multiple client relationships across disease categories/brands
• Provides recommendations based on Ambassador expertise
• Facilitates engaging client interactions, especially live engagements
• Creates and maintains Ambassador-related documents and reports within Salesforce
• Maintains…