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 5-10 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, monitors issues/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.

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.