Customer Engagement Manager

Company Description

IntegriChain is the data and application backbone for market access departments of Life Sciences manufacturers. We deliver the data, the applications, and the business process infrastructure for patient access and therapy commercialization. More than 250 manufacturers rely on our ICyte Platform to orchestrate their commercial and government payer contracting, patient services, and distribution channels. ICyte is the first and only platform that unites the financial, operational, and commercial data sets required to support therapy access in the era of specialty and precision medicine. With ICyte, Life Sciences innovators can digitalize their market access operations, freeing up resources to focus on more data-driven decision support.  With ICyte, Life Sciences innovators are digitalizing labor-intensive processes – freeing up their best talent to identify and resolve coverage and availability hurdles and to manage pricing and forecasting complexity.

We are headquartered in Philadelphia, PA (USA), with offices in: Ambler, PA (USA); Pune, India; and Medellín, Colombia. For more information, visit www.integrichain.com, or follow us on Twitter @IntegriChain and LinkedIn.

Job Description

Your mission at IntegriChain:

lntegriChain is seeking a polished, data-savvy, detail-oriented professional to provide ongoing support to customers - the largest life sciences and pharmaceutical companies in the world - who are implementing or in a steady state with our software solutions.

This customer-facing role serves as the main driver of the communication between corporate (mid-tier and complex) customer accounts and lntegriChain, and as secondary support for enterprise (large) accounts. Reporting to the Lead, Customer Engagement, this individual will be responsible for business analysis, relationship management, data support, and project management for our customers in adherence with our service-level agreements (SLAs), and will support multiple customers/implementations simultaneously.

The position requires crisp account management skills: manage expectations, make and meet commitments, always deliver work of utmost quality on time, and communicate effectively throughout. The ideal candidate has a desire to establish an immediate rapport with our customers, help them solve business problems with our tools, and earn their trust with timely responses and excellent partnership.

It's a thrilling time to join the Customer Engagement team. lntegriChain's ongoing focus on continuously improving to delight customers puts this team at the intersection of strategic priorities and initiatives, and our customer's needs. This team owns reacting to customer needs, but also leads driving usage and adoption, training customers on how to get the most of tools, and onboarding them to lntegriChain's solutions. The team also is driving deeper into establishing customers' key performance indicators (KPls) that allow lntegriChain to demonstrate value.

Qualifications

What this role entails:   

• Provide front-line support to customers, including ownership of end-to-end resolution of customer data questions and issues
• Coordinate, prepare and lead regular customer business reviews for corporate accounts; Provide lntegriChain and customer performance data analysis to assist in prep for Quarterly Business Reviews with enterprise accounts
• Deliver regular customer satisfaction evaluations and ensure customer satisfaction scores remain at or above the company defined standard;
• Enhance ongoing data processing and deliver efficiencies through critical analysis of data architecture and usage via applied continuous improvement
• Drive process flow analysis and process redesign when applicable
• Build customer relationships with senior level executives and stakeholders
• Understand each customer's business needs and pain points, act as our advocate to explain the value lntegriChain services provide, and drive usage of the products to which the customer subscribes
• Manage the communication of timelines, change requests, and status reports of all corporate customer associated projects
• Proactively communicate and escalate customer churn concerns, and participate in developing an action plan to address concerns;
• Develop, document, train and update processes as they relate to the customer
• Collaborate with subject matter experts, developers and QA teams to manage delivery of newly defined analytics and reports from start to finish
• Produce a high-level project plan to match customer requirements for custom requests and enhancements, where applicable
• Participate in training, documentation and deliver