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 EVERSANA's Channel Management & 3PL business.  As an account manager (from 6 -10 pharmaceutical manufacturers “clients”), this role manages the relationship and aiding in the coordination of day-to-day communications related to service delivery to help ensure appropriate service levels to attain and maintain Client Delight.  The Client Success Manager, in conjunction with the leaders of distribution operations, order to cash, supply chain solutions, IT, and Quality establish and maintain a highly effective business relationship with our pharmaceutical clients. 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 and generate account plans to ensure Client Delight is achieved.  Additionally, the role will collaborate with members of the Commercial team to align on account penetration and increased share of wallet.

CRITICAL RESPONSIBILITIES:

• Relationship Management of 6-10 clients, as the primary relationship and escalation contact with client.  The primary functions for the CSM includes relationship management, operational support and coordination, launch readiness, communication, and problem solving, both strategic/tactical. 
  • Creating Executive summaries outlining issues/problems and solutions.
  • Presenting findings and solutions to Client and EVERSANA leadership as applicable.
• Lead interactions within EVERSANA and with clients to arrive at expected service delivery outcomes while achieving   a high level of Client Delight.
• Lead internal Channel Mgmt. team meetings to problem solve through collaboration and communication resulting in a more efficient and effective delivery of service 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Account 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 Mgmt. team expressing client needs and expectations.
• Manage client expectations.
• Utilize PowerBI to analyze KPIs and service levels for each client and effectively communicate operational performance and recommendations as needed.
  • Ability to analyze data and provide insights on performance to KPI targets.
  • Establish plans with Operations for KPI’s which below target.
• Responsible for addressing client issues, requests to ensure strategic priorities are met.
• Manage client escalations to resolution and when needed coordinating internally with the appropriate teams/team members for in