Manager, Client Success (Pharma)

Responsibilities:

Drive team in effective and timely implementation of all customer (Pharma and Agency client) engagements. Act as a main point of escalation in all matters relating to client/agency program objectives, concerns, and needs.

Help to guide and develop the professional growth of Account Managers

Assist in developing and delivering top account Quarterly Business Reviews (QBRs).

Help the team extract insights and recommendations to highlight opportunities for program optimization.

Routinely review and provide recommendations on top account monthly program reporting to reinforce program value story and ROI, and to provide insights to help clients achieve business goals.

Drive lead generation opportunities in collaboration with team and Sales, leveraging program insights and customer feedback to uncover new business opportunities.

Become proficient in our Client Success project management tool used for content development and cross-team communication. Monitor for consistent usage by team to ensure accuracy of internal operations dashboard and team KPIs.

Collaborate with other leaders in Client Success, Sales, Operations, Product, and Strategy on creating training materials and guides for Client Success.

Bring voice of the customer feedback to GTM Strategy and Insights, Product Management, Analytics, and Marketing.

Stay up-to-date with industry trends, digital marketing best practices, and regulatory requirements in the Pharma space

Skills & Qualifications:

3+ years of professional experience as a team lead within customer success

8+ years of professional experience in Pharmaceutical client and account management

Strong written/verbal communication, excellent relationship management skills, and sharp attention to detail

Ability to apply analytics and data to a value proposition

Willingness to think critically and solve problems in new or creative ways

Proven team player with a positive attitude who adapts easily to a fast-paced, high-growth and external-facing environment

Proficient with CRM software like Salesforce and project management platforms like JIRA or TaskRay

Skills Required
3+ years of professional experience as a team lead within customer success
8+ years of professional experience in Pharmaceutical client and account management
Strong written and verbal communication and relationship management skills
Sharp attention to detail
Ability to apply analytics and data to a value proposition
Willingness to think critically and solve problems in new or creative ways
Proven team player with a positive attitude who adapts easily to a fast-paced, high-growth environment
Proficient with CRM software like Salesforce
Proficient with project management platforms like JIRA or TaskRay