Client Success Manager

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 650 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 Manager (CSM) is the primary business and relationship manager for Channel clients.  As a manager of accounts (from 5-8 clients), this role oversees the relationship and increasing service levels to attain Client Delight.  The Client Success Manager, in conjunction with the business operations leaders, establishes a highly effective business relationship within the client account. The CSM routinely evaluates client feedback, key requests and coordinates assessment of services for their client accounts. This role works directly with Senior EVERSANA and client leadership.  This position is responsible to establish regular touch points and business reviews including formal presentations on a regular basis.

Critical RESPONSIBILITIES:

• Relationship Management of 5-8 clients, as the primary contact with client.  The primary role for the CSM includes issue 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 Channel 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 a more efficient and effective delivery for the client 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 to maintain and demonstrate the expected high level of Client Delight.

Qualifications

Essential duties and responsibilities:

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 a