How Sherrita Dorsey, Vice President, Customer Engagement at Novartis Sells: Future-Forward and Visionary Leadership

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component-articleHeadline" data-component-type="articleHeadline"> <div class="article-headline-container"> <p class="article-headline__topic"> <a class="t-14" href="https://www.linkedin.com/business/sales/blog/real-sales">How I Sell interviews</a> </p> <h1 class="article-headline t-40" data-article-title="How Sherrita Dorsey, Vice President, Customer Engagement at Novartis Sells: Future-Forward and Visionary Leadership">How Sherrita Dorsey, Vice President, Customer Engagement at Novartis Sells: Future-Forward and Visionary Leadership</h1> <div class="article-meta t-14 article-meta__hairline"> <div class="article-meta__byline-container"> <div class="author-profile__author-container"> <img class="author-profile__author-image" srcset="https://media.licdn.com/dms/image/v2/D5603AQGnfxBK5qNYkw/profile-displayphoto-shrink_100_100/profile-displayphoto-shrink_100_100/0/1704487570371?e=2147483647&v=beta&t=xJzF7S0OtdC4MjmQeP1_g0pMOXpEyTdGtgsaSeSvIsE 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class="author-profile__author-text-container"> <a href="https://www.linkedin.com/in/avannuys" target="_blank" class="t-14 t-bold"><span class="screen-reader">Authored by</span>Amanda Van Nuys</a> <p class="t-14">Head of Thought Leadership @ LinkedIn | Thought Leadership, Integrated Marketing</p> <p class="t-14 t-black--light" data-published-date="2024-11-19"> November 19, 2024 </p> </div> </div>  </div> <div class="social-share"> <ul class="social-share__list share-list" title="Share via" data-share-list> <li class="share-list__item share-item"> <a href="#" class="share-item__link medium-round-muted-tertiary-button" role="button" data-tracking-control-name="_linkedin_share" data-share-type="linkedin" aria-label="Share on LinkedIn, New window will open"> <li-icon class="share-item__icon" type="linkedin-icon"></li-icon> </a> </li> <li class="share-list__item share-item"> <a href="#" class="share-item__link medium-round-muted-tertiary-button" role="button" data-tracking-control-name="_facebook_share" data-share-type="facebook" aria-label="Share on Facebook, New window will open"> <li-icon class="share-item__icon" type="facebook-icon"></li-icon> </a> </li> <li class="share-list__item share-item"> <a href="#" class="share-item__link medium-round-muted-tertiary-button" role="button" data-tracking-control-name="_twitter_share" data-share-type="twitter" aria-label="Share on Twitter, New window will open"> <li-icon class="share-item__icon" type="twitter-icon"></li-icon> </a> </li> </ul> </div> </div> </div> </div> <div id class="component component-standaloneImage" data-component-type="standaloneImage"> <div class="standalone-image-component standalone-image-component--article-width"> <figure> <img class="standalone-image-component__image" sizes="(max-width: 480px) 480px, (max-width: 767px) 767px, (max-width: 1024px) 1024px, 1920px" data-delayed-url="https://media.licdn.com/dms/image/v2/D4D08AQFe_7vhshgZkA/croft-frontend-shrinkToFit1024/croft-frontend-shrinkToFit1024/0/1732039946235?e=2147483647&v=beta&t=RGPx1AtFAanSvNGxFS9A0-_r4zcYHOdNQDbN670G2sc" alt="how i sell newsletter title, featuring sherrita dorsey, vice president of customer engagement at novartis">  </figure> </div> </div> <div id class="component component-richText" data-component-type="richText"> <div class="rich-text global-paragraph-style--reader"> <p>When<a rel="" href="https://www.linkedin.com/in/sherritadorsey/" target="_self"> </a><a rel="" href="https://www.linkedin.com/in/sherritadorsey/" target="_self">Sherrita Dorsey,</a> the Vice President, Customer Engagement at<a rel="" href="https://www.linkedin.com/company/novartis/" target="_self"> </a><a rel="" href="https://www.linkedin.com/company/novartis/" target="_self">Novartis</a>—an innovative medicines company with over 78,000 employees—enters a room, her warm, magnetic, and charismatic presence captivates everyone instantly. That was my impression when I had the pleasure of meeting her at the<a rel="" href="https://www.linkedin.com/events/getfuturereadywithlinkedinsales7225227294091452416/comments/" target="_self"> </a><a rel="" href="https://www.linkedin.com/events/getfuturereadywithlinkedinsales7225227294091452416/comments/" target="_self">LinkedIn Sales Connect</a> event in New York last month.</p><p>Her executive gravitas is well earned. By way of background, she is a dedicated corporate healthcare executive, accomplished author, and board-certified nurse with over 20 years of experience in driving quality patient outcomes, revenue growth, and operational efficiencies.</p><p>Today, she leads initiatives to support renal franchise pipeline commercialization excellence. Sherrita's previous roles encompass leadership in regional and national sales, research, nursing, advocacy, and marketing at renowned organizations such as AMGEN, Human Genome Sciences (HGS), GlaxoSmithKline (GSK), and MD Anderson Cancer Center.</p><p>I would also be remiss if I didn’t mention She’s also been named one of the 50 Most Influential Women in Houston, received a Congressional Letter of Service, and earned the Trailblazer Award from Women of Color in Pharma (WOCIP). Additionally, she is a recipient of the South African Minority International Research Traineeship (MIRT) funded by the National Institutes of Health (NIH). She is also the mother of two amazing children.</p><p>So, you can understand why I wanted to interview her. Her career story is fascinating and the impact that she’s making as a sales leader is impressive. Needless to say, our conversation delivered the goods—practical advice, sage words of wisdom, and so much more.</p><p>With that, let’s dive in.</p><h2>We have a tradition at LinkedIn when we introduce people, and that is, “Tell us something not on your LinkedIn profile?”</h2><p>One of my greatest passions is playing tennis on Saturdays, where my court nickname is “Sherena,” a tribute to my favorite player, Serena Williams. Her unapologetic strength, resilience, and grace inspire me deeply, reminding me that we can embrace both our strengths and vulnerabilities. </p><p>I live by the principle that “to whom much is given, much is expected.” This belief drives me to volunteer, particularly by mentoring youth and supporting women and family shelters in underserved communities. Growing up in a home affected by domestic violence, I understand the long-term implications of trauma and the vital need for emotional support and health equity. I aim to show these families that overcoming challenges and achieving success is not just a possibility but a reality within their reach.</p><p>My journey has not been easy, and it continues to present challenges, but it was made easier by the incredible women who recognized my potential and helped keep my light burning. I believe that allyship is essential for senior leaders to embrace, especially women leaders and I stand as a testament to the resilience of many African American women who excel and lead despite adversity. While we’ve seen progress for women in leadership, African American women still represent only 7% of C-suite healthcare executives, and recent trends indicate a decline (<a rel="" href="https://www.mckinsey.com/featured-insights/diversity-and-inclusion/women-in-the-workplace" target="_self">Women in Workforce, 2023</a>).</p><p>Increasing the diversity of leadership teams leads to better innovation and improved financial performance (<a rel="" href="https://www.bcg.com/publications/2024/highlighting-the-business-opportunity-of-dei-initiatives" target="_self">Boston Consulting Group</a>). As we look to the future, embedding this mindset into our planning is crucial, especially as organizations intentionally seek to become more customer centric through cultural competence and address health equity. I attribute this a critical factor to my success and it has been a cornerstone to building winning teams across new markets, organizations, and roles.</p><h2>You recently attended our<a rel="" href="https://urldefense.com/v3/__https:/www.linkedin.com/events/getfuturereadywithlinkedinsales7225227294091452416/comments/__;!!N3hqHg43uw!vAcmN199yRBU1l58gMCaP3mk5jYhO7fdH6skqHopbNEGucEDd9ZO9OfeqfxLLgh926IaaUaWc8zPpDl4i6LLp2iL$" target="_self"> Sales Connect</a> event in NYC and posted a<a rel="" href="https://urldefense.com/v3/__https:/www.linkedin.com/posts/sherritadorsey_had-an-extraordinary-time-at-linkedins-sales-activity-7249978245096316928-xOWe?utm_source=share&utm_medium=member_desktop__;!!N3hqHg43uw!vAcmN199yRBU1l58gMCaP3mk5jYhO7fdH6skqHopbNEGucEDd9ZO9OfeqfxLLgh926IaaUaWc8zPpDl4i3eu90zQ$" target="_self"> video</a> about some of your key learnings, particularly in light of our theme—“navigating the path to future ready.” How are you and your team preparing for what’s next, particularly how you’re approaching AI?</h2><p>I believe that AI holds enormous potential to help us become “future-ready” and to address the systemic challenges surrounding health equity. Leveraging technology alongside human strategy is not just a moral imperative, but also a significant financial opportunity, as health inequities affect countless lives and cost billions.</p><p>I’m particularly excited about AI advancements in several key areas:</p><ul><li><strong>Data Analysis and Insights</strong>: Utilizing AI to analyze extensive datasets to identify patterns and disparities in health outcomes across different populations.</li><li><strong>Predictive Analytics</strong>: Enhancing our understanding of which communities are at higher risk for specific health issues, enabling proactive interventions and better resource allocation.</li><li><strong>Community Advocacy and Engagement</strong>: Facilitating improved communication and engagement with communities to gather feedback and tailor health services to their unique challenges.</li></ul><p>Prioritizing health equity is not only a sound business strategy, but also a fundamental responsibility we must embrace. With the tools we now have, we can make a significant impact.</p><h2>You’ve had such an incredible career in pharmaceutical and healthcare sales at leading companies including at Amgen, GSK, and Novartis, among others. Even more remarkable, you started your career as an RN and Nurse Practitioner and worked your way up from a junior sales associate to a VP. What is the secret to your success and what advice do you have for other women in sales who aspire to grow into executive roles?</h2><p>It has been an incredible journey, fueled by a consistent purpose: to leverage my skills to improve human lives at scale. Having the unique opportunity to contribute to building several successful brands, I have done just that. I understand behind every number is the life of a patient, family and community. I keep that privilege front and center for my teams. For women in sales aspiring to grow into executive roles, here are some key insights I've gathered throughout my career:</p><ul><li><strong>Stay Curious and Solutions-Oriented</strong>: Cultivate a mindset that embraces curiosity and seeks solutions. This approach fosters a visionary and authentic leadership style, helping you drive innovation and avoid complacency.</li><li><strong>Embrace Courage and Agility</strong>: Life will present you with opportunities that require you to step outside your comfort zone. For instance, my decision to move to South Africa for research was pivotal. It broadened my horizons, opened doors to publication opportunities, and allowed me to transition from direct patient care to the pharmaceutical industry. Don't shy away from taking bold steps that can redefine your career path.</li><li><strong>Communicate Your Aspirations</strong>: Don’t assume that others know what you want. If you feel you’re not progressing despite delivering results, be proactive about your career development. I was surprised to discover that many high-performing women were waiting many years for promotions to middle management. After implementing a development program, we saw a 70% promotion rate for women in the first cohort. Know your value, do the work, and make it clear that you expect advancement.</li><li><strong>Leverage the AI Renaissance</strong>: As we navigate this exciting era of AI, take the initiative to learn and support your organization in embedding these capabilities across teams. Understanding AI's potential will position you as a leader in this transformative landscape. According to the<a rel="" href="https://www.technologyreview.com/2023/07/18/1076423/the-great-acceleration-cio-perspectives-on-generative-ai/" target="_self"> </a><a rel="" href="https://www.technologyreview.com/2023/07/18/1076423/the-great-acceleration-cio-perspectives-on-generative-ai/" target="_self">MIT Technology Review</a>, 94% of organizations are using AI in some way but only 14% are aiming to achieve “enterprise wide” AI by 2025. A quick way to establish yourself is to support “islands of excellence” with use cases to generalized capacity integrated into the fabric of organizational workflow. You now have the opportunity to role-model and shape the future through scalable success. Lean into being future ready!</li><li><strong>Focus on Key Areas of Change, Agility, and Transformation</strong>: Pay attention to the digital and AI renaissance, the evolving landscape of healthcare providers including an increased emphasis on health equity.</li></ul><p>These areas will shape the future of our industry and present unique opportunities for growth.</p><p>Remember, your journey is unique, and as a woman, your perspective is invaluable. Embrace your identity and experiences—they are your strengths. With determination and strategic action, you can pave the way for your success and inspire others along the way.</p><h2>Here comes one of my favorite questions. What was your biggest failure in patient customer engagement and how did that experience transform you?</h2><p>As I reflected on this question, I turned to my family—my children, now 18 and 21 and in college—who offered me candid feedback: “I wish you were home more.” Early in my career, women rarely discussed work-life balance, but I’ve witnessed significant improvement in this dialogue over the past decade, especially regarding mental health.</p><p>Today, I prioritize my wellness by leveraging accountability partners, AI tools, and working with a trainer. I recommend that others tap into the resources their organizations offer, such as Employee Assistance Programs (EAP), wellness podcasts, and developmental resources.</p><p>To parents, having protected family time and being present while at home is crucial; children remember those special moments.</p><p>Additionally, remember that what got you to one level may not be enough to sustain you at the next. Advancing requires you to evolve into a new and better version of yourself. When you find yourself in a new environment, take the time to listen more and ask questions. Allow others to experience your leadership while you take the opportunity to understand the culture around you.</p><h2>Let’s explore the world of pharmaceutical account management. Unlike traditional B2B sales, healthcare operates under different constructs when it comes to "seller" and "quota."</h2><h2>Can you provide an introduction to above-brand customer engagement for those unfamiliar with it? Additionally, how vital is relationship building—especially face-to-face connections with hospital administrators and doctors—and how do you measure success in this context?</h2><p>The human, societal, and economic impact of health inequities and the hope of collaborative partnerships with industry, tech, and healthcare is critical.  Healthcare innovations have driven one-third of economic growth over the past century and remain a key driver today.</p><p>According to a<a rel="" href="https://www2.deloitte.com/us/en/pages/life-sciences-and-health-care/articles/health-equity-institute.html" target="_self"> </a><a rel="" href="https://www2.deloitte.com/us/en/pages/life-sciences-and-health-care/articles/health-equity-institute.html" target="_self">Deloitte Health Equity Institute Report</a>,  It is estimated that the cost of health inequities cost the US healthcare system $320 billion annually with $42 billion contributed from low productivity and is projected to increase over 1 trillion by 2040. Improving health equity across the US could add US$2.8 trillion to US gross domestic product by the same time (2040). Most importantly, is the significant impact it would have on improving and saving countless lives and improving communities.</p><p>In pharma account management, the focus extends beyond traditional sales metrics to the vital role of improving patient lives, especially in the face of health equity challenges. We know the work we do matters because many patients still lack access to essential care, underscoring the need for strong collaboration with healthcare providers (HCPs) and communities to establish trust and value.</p><p>As the healthcare landscape undergoes rapid transformation, we must understand the key factors driving the change:</p><ul><li><strong>Provider Consolidation:</strong> 75% of physicians now work for hospitals or corporate entities, reshaping decision-making dynamics.</li><li><strong>Digital Influence:</strong> Increasing reliance on digital tools and AI is guiding treatment protocols and formulary usage. AI supported efficiencies are projected to add an additional 20% in HCP clinical treatment time.</li><li><strong>Evolving HCP Needs:</strong> It’s important to be customer-obsessed and to me that means understanding what HCPs need and what is happening in their world.</li></ul><p>With 55% of HCPs anticipating AI-driven decision support to guide their choices, our industry must prioritize visionary leadership and skilled teams capable of engaging meaningfully with customers. This means as access to HCPs declines, relationship building—particularly face-to-face connections with hospital administrators and doctors—becomes even more crucial. Success in this context is measured not just by sales figures but by the depth of understanding we demonstrate regarding HCP challenges. Engaging thoughtfully with HCPs, who prefer representatives that grasp their operational needs, will set us apart in a competitive landscape. </p><h2>I understand that you are a fan of supporting new innovations and products such as<a rel="" href="https://urldefense.com/v3/__https:/business.linkedin.com/sales-solutions/deep-sales__;!!N3hqHg43uw!vAcmN199yRBU1l58gMCaP3mk5jYhO7fdH6skqHopbNEGucEDd9ZO9OfeqfxLLgh926IaaUaWc8zPpDl4i4PB-8f5$" target="_self"> Sales Navigator</a>. How does your team use it and if you can share either a use case or metrics that showcases the impact Sales Navigator has had on your business?</h2><p>In the poetic words of Maya Angelou, "People remember how you make them feel." This sentiment encapsulates our commitment to a more customer-centric approach, recognizing that healthcare providers prefer precision, consultative, and relationship-driven selling.</p><p>Sales Navigator serves as one resource enabling organizations to deepen their understanding of customers and foster meaningful connections. By leveraging its features, we can tailor our interactions to better align with HCP needs, establishing ourselves as true partners in care.</p><p>Healthcare is continuing to evolve to meet the needs of patients.  It has been great to observe the growing contribution of non-traditional roles and the 460 thousand physician extenders who see over 2 billion patients each year in over 60 specialties. The number of physician assistants and nurse practitioners is growing 10 times as fast as medical doctors.</p><p>Organizations must now understand the importance and needs of multidisciplinary team members and how they engage to support patient care, treatment compliance and outcomes.</p><p>Utilizing current customer insights tools have the potential to have measurable impact in engagement metrics, increase in response rates, and improved follow-up success. Building the team’s interpersonal skills can not only enhance relationships with HCPs, but also drive better outcomes for our business and patients. There is nothing worse than having life saving innovations that never reach the patients who need them. This is an aligned concern across industry and healthcare as a whole that we can tackle together.  </p><h2>It’s time to wrap up. Looking forward, how do you think pharmaceutical sales and patient engagement will evolve in the next 1-2 years and what do other sales leaders need to do now to prepare?</h2><p>As we look ahead to the next few years, pharmaceutical sales and patient engagement will undergo significant evolution. To prepare, sales leaders must build future-ready capabilities within their teams, focusing on key skills such as:</p><ul><li><strong>Visionary Leadership: </strong>Leaders must inspire teams by establishing clear vision for the future with measurable impact goals. Empowering teams to understand they are critical to shaping this quickly evolving and transformative digital renaissance.</li><li><strong>Tech IQ and Change Agility:</strong> Understanding, leveraging, and embedding new technologies across the organization will be essential. Companies are formulating trials and test cases, but strategics and effective implementation will be the competitive edge.</li><li><strong>Curiosity for Customer Insight:</strong> A proactive desire to learn about evolving customer needs will foster stronger relationships. A deep comprehension of both HCPs and patient perspectives will drive meaningful engagement, trust, and improved shared decision making between HCP and patients.</li></ul><p>With increasing resistance from customers and heightened clinical demands, organizations must develop "future-forward" skills and diversify roles to align with customer, patients and community needs. The industry is already seeing reduced access to sales representatives, with only 50% of HCPs available for in-person visits. Therefore, cultivating these skills will be critical for organizational value-based differentiation to establish companies as a true partner in care.</p><p>Having a diverse clinical background, I’ve witnessed firsthand how a comprehensive understanding of the customer and patient needs leads to effective engagements and positive outcomes. Representatives equipped with emotional intelligence (EQ), technological intelligence (TQ), and intellectual intelligence (IQ), along with strong interpersonal skills, will define the sales role of the future.</p><p>Wow, am I right? Sherrita, thank you for sharing your wisdom and experience with us! </p> </div> </div> <div id class="component component-banner" data-component-type="banner"> <div class="banner banner--v3 banner--article-width banner--light-colored-background banner--left banner-height-desktop--default banner-height-tablet--default banner-height-mobile--default" data-banner> <div class="banner__image-container " aria-hidden="true"> <img class="banner__image image-pin--middle-center" alt srcset="https://media.licdn.com/dms/image/v2/C4D08AQGRhSJRQX_-UQ/croft-frontend-shrinkToFit480/croft-frontend-shrinkToFit480/0/1598390924863?e=2147483647&v=beta&t=cFq1Oiyebuwnzkx6AooQFSfhCAXkudZvOeJc8PfJAU4 480w,https://media.licdn.com/dms/image/v2/C4D08AQGRhSJRQX_-UQ/croft-frontend-shrinkToFit767/croft-frontend-shrinkToFit767/0/1598390924863?e=2147483647&v=beta&t=gmU-b5r3_4L5qLThziA757eDI9CmdYBIjo7NKPBz20k 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data-tracking-control-name="language-selector-de_DE" data-locale="de_DE" role="menuitem" lang="de_DE"> Deutsch (German) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Ελληνικά (Greek)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-el_GR" data-locale="el_GR" role="menuitem" lang="el_GR"> Ελληνικά (Greek) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="English (English) selected" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link--selected" data-tracking-control-name="language-selector-en_US" data-locale="en_US" role="menuitem" 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lang="ms_MY"> Bahasa Malaysia (Malay) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Nederlands (Dutch)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-nl_NL" data-locale="nl_NL" role="menuitem" lang="nl_NL"> Nederlands (Dutch) </button> </li> <li class="language-selector__item" role="presentation">  <button aria-label="Norsk (Norwegian)" class="font-sans text-xs link block py-[5px] px-2 w-full hover:cursor-pointer hover:bg-color-action hover:text-color-text-on-dark focus:bg-color-action focus:text-color-text-on-dark language-selector__link !font-regular" data-tracking-control-name="language-selector-no_NO" data-locale="no_NO" role="menuitem" lang="no_NO"> Norsk (Norwegian) </button> </li> <li 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How Sherrita Dorsey, Vice President, Customer Engagement at Novartis Sells: Future-Forward and Visionary Leadership