Vice President – Client Success Management, Compliance Services

Company Description

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 670 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.  

Job Description

THE POSITION:

The Client Success Management (CSM) Leader will be responsible for developing and executing strategies to retain and grow client accounts. This role involves understanding services provided to clients, client needs / requirements; establishing and managing relationships; understanding evolving biopharmaceutical industry and impact these factors might have on our client; and identifying opportunities for support and service expansion. This person will be an individual contributor as well as leader of a small team that we will be setting up dedicated to CSM ensuring client satisfaction and mitigating competitive risks. This role will involve very close collaboration and partnership with the entire Compliance Services leadership team and interacting with Client Manager / Project Leads supporting each client. Our portfolio of Global Integrated Compliance services includes Medical Affairs services, Medical Information, Pharmacovigilance, Regulatory Affairs, and Quality services.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

• Client Success Management:
  • Establish and lead the CSM function.
  • Create a detailed framework and process for effective CSM working closely with Compliance Services leadership team and interacting with Client Manager / Project Leads supporting each client. Implement required tools and establish collaboration mechanisms within Compliance Services and other stakeholders across EVERSANA. 
  • As part of the CSM framework, implement detailed account stakeholder mapping, account heat map, and other such tools to understand the 360-degree health of an account on an ongoing basis.
  • Coordinate meetings to understand client business needs / requirements with our delivery teams as well as clients. Revise services and contracts accordingly in collaboration with the delivery and contracts team.
  • At the right time, we should set up a small but highly effective CSM team. Strengthening the CSM function alongside the growth of Compliance Services. Until such time, work as an individual contributor setting and driving the CSM function successfully.
• Client Retention and Growth:
  • Develop and implement strategies for client retention and growth.
  • Implement effective mechanisms to capture intelligence, both competitive and changes in customer dynamics, within key accounts
  • Implement effective strategies to mitigate all potential competitive threats 
  • Maintain a robust contract tracker to highlight auto-renewals and upcoming renewals that should be accessible to all key internal stakeholders
  • Create and execute communication strategies for contract renewals (12, 9, 6, 3 months prior).
  • Work with the Compliance leadership team to identify growth initiatives within existing as well as new accounts (e.g. Focus on emerging biopharma companies, especially those with recent phase 3 trial readouts or NDA/BLA filings). Implement these strategies and drive growth results.
  • Follow-up and engage with clients regarding new services and expand areas of support. Collaborate closely with the commercial team.
• Engagement and Communication:
  • Identify, participate and drive key engagement and communication strategies with existing clients e.g. Bus