Client Success Manager

CRITICAL RESPONSIBILITIES:

• Relationship Management of 5-10 clients, as the primary contact with director-level and above client contacts. The primary role for the CSM includes issues resolution, problem solving and communication, both strategic/tactical.

• Creating Executive summaries outlining issues/problems and solutions.
• Presenting findings and solutions to Client and EVERSANA leadership as applicable

• Lead and deliver successful client implementations, departures and new service offerings resulting in a streamlined standardized process with faster revenue recognition (for the client as well as EVERSANA).
• Manage issues, requests and strategic priorities for the client base that lead to higher retention thru agreement renewals and amendments.
• Lead internal channel team meetings to problem solve thru collaboration and communication resulting in more efficient and effective delivery for their clients accounts. -Suggest solutions when appropriate
• Maintain a high-level adherence to department and company processes resulting in high quality client experience, in-depth reporting and satisfaction.
• Lead interactions within EVERSANA and with clients in order to maintain and demonstrate the expected high level of Client Delight.

ESSENTIAL DUTIES AND RESPONSIBILITES:
Relationship Management:

• Develop exceptional relationships at all levels within the client account and EVERSANA.
• Proactive communication within various levels at the client site to identify issues, resolve issues, recommended solutions and offer new services (where needed).
• Manage with a sense of urgency and availability as the client advocate.
• Regular Business Review presentation creation and management including follow-up to complete deliverables.
• Develop strategic account plans for each assigned client (as deemed appropriate).
• Act as the internal champion within the Channel team expressing client needs and expectations.
• Understand the client agreement and how EVERSANA’s services align with contract obligations, while proactively discussing all issues that affect these obligations.
• Create and manage amendments as needed (includes discussing pricing and solutions with the client)
• Create executive summaries that can be used internally as well as with clients to outlines recommendations and findings.
• Manage client expectations.
• Enters and updates Sales Force.com (SFDC) as needed.

Implementation and Client Onboarding Management:

• Manages new client implementations, existing Channel client new service offerings and departures.
• Resolves project questions and issues in a timely manner to ensure timelines are met.
• Completes all necessary project management documentation, work plans, minutes, agendas and communications.
• Keeps team members appraised of targets and due dates while holding team members accountable.

• Provide routine updates to the client and internal team members.

Account Management:

• Utilization of PowerBI to analyze KPIs and service levels for each client and effectively communicate operational performance.

• Ability to analyze data and provide insights on performance to KPI targets.
• Establish plans with Operations for KPI’s which below target.

• Be familiar and work effectively in all applicable systems and standardized processes.
• Monitors client issues, requests to ensure strategic priorities are met.
• Manages client escalations directing the inquiry to the appropriate team member for investigation/resolution.
• Works cross functionally to ensure projects are delivered per client expectation.
• Distribute approved client communications.
• Conduct regularly scheduled touch base meetings with assigned clients (create and distribute minutes) including regular business reviews.
• Develop and update Client Account plans for key accounts.

Communication:

• Represents the company with clients, customers, vendors and business partners.
• Be an expert on EVERSANA Channel Management.
• Lead cross-functional teams as required and facilitate internal/external meetings.
• Manage internal and external conflict; be a problem solver.
• Creates a positive environment that encourages open and honest communication that is core to collaborative work relationships.

Travel:

• Expected to travel 15% of the time (EVERSANA facilities and/or client sites).

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

MINIMUM QUALIFICATIONS:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• A college degree in Business Administration or a related field.
• 5-10 years of account management experience (Healthcare or Pharmaceutical experience a plus).
• Proficiency using the following software/hardware: Microsoft Excel, Microsoft Word, Microsoft Outlook, Microsoft power point. The ability to learn and become proficient in company software packages. Experience in PowerBI a plus.
• Strong written, verbal, and interpersonal communication skills are critical to this position - and embodies a collaborative work style.
• Must be a good listener and able to respond to clients in a professional manner.
• The ability to work independently as well as working with management on key client issues.
• Excellent organizational skills with the ability to: perform detail-oriented work accurately, handle several assignments simultaneously, maintain confidential information, and produce reports in a timely manner.
• Exhibits an upbeat attitude, a genuine interest in others and a sense of humor. Energizes others and heighten morale through her/his attitude.
• Possesses the ability to develop and articulate ideas and information that generate understanding.
• Proves to be a professional of unquestionable integrity, credibility and character who demonstrates high moral and ethical behavior.
• Able to maintain high standards despite pressing deadlines; establish high standards and measures; do work right the first time and inspect material for flaws; test new methods thoroughly; reinforce excellence as a fundamental priority.
• Able to take action in solving problems with exhibiting good judgment and a realistic understanding of issues: able to use reason, even with dealing with emotional topics; review facts and weigh options.
• Able to prepare for emerging client needs, manage multiple projects; determine project urgency in a meaningful and practical way; use goals to guide actions and create detailed action plans; organize and schedule people and task.
• Able to act in accordance with established guidelines; follow standard procedures in crisis situations; communicate and enforce organizational policies and procedures; recognize and constructively conform to unwritten rules or practice.

PREFERRED QUALIFICATIONS

• Experience working within the pharmaceutical industry and directly with healthcare clients
• Experience collaborating and leading internal team members to resolve business issues/requests.
• Excellent interpersonal skills with the ability to productively negotiate with all levels of within a client, including C-Suite.
• Great people skills; fair, kind-hearted, energetic, client focused and be able to have fun

PHYSICAL AND MENTAL DEMANDS:
This is a largely sedentary role. While performing the duties of this job, the employee is regularly required to talk or hear, type and engage in repetitive motion.

The employee frequently is required to walk; use hands to finger, handle or feel; and reach with hands and arms. The employee is occasionally required to stand or grasp. The employee is intermittently required to stoop or crouch; push or pull; or kneel.

The employee must occasionally lift and/or move up to 10 pounds and intermittently lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

This role requires mental alertness. The employee must regularly communicate both verbally and written; concentrate on tasks; and remember and observe details. The employee must frequently adjust to changes; handle stress and emotions; and think analytically.

The mental and physical requirements described here are representative of those that must be met by an individual to successfully perform the essential functions of this position.

WORKING ENVIRONMENT:
This job operates in a professional office environment. This role routinely uses standard office equipment.

The work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.