Job DescriptionYour mission at IntegriChain:IntegriChain is seeking a strategic, results-driven professional to own and drive success across a portfolio of customers - the largest life sciences and pharmaceutical companies in the world - who are implementing or operating in steady state with our software solutions.
This customer-facing role serves as the primary owner of both corporate and enterprise customer accounts, leading cross-functional coordination and driving measurable outcomes across the full customer lifecycle. Reporting to a Team Lead, Customer Engagement, the ideal candidate will own complex problem-solving, lead strategic business reviews, coach junior team members, and drive continuous improvement in customer outcomes in adherence with our service-level agreements (SLAs).
The Customer Engagement Manager role is incredibly dynamic: managing multiple customers and implementations simultaneously, anticipating customer needs, and proactively proposing solutions to complex, nuanced problems. The ideal candidate builds trusted relationships across internal and external stakeholders, influences outcomes through data-driven reasoning, and mentors junior team members while managing their own book of work.
QualificationsWhat this role entails: - Own end-to-end resolution of complex customer data questions and issues; drive cross-functional resolution by anticipating roadblocks and taking action based on impact analysis
- Own the preparation, delivery, and follow-through of Quarterly Business Reviews for both corporate and enterprise accounts, including performance data analysis and strategic recommendations
- 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
- 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 identify, escalate, and lead the response to customer churn risks; develop and own action plans to address concerns, leveraging cross-functional teams and data-driven reasoning to influence outcomes;
- 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
- Lead the creation of project plans for custom requests and enhancements; guide internal stakeholders through task execution within assigned modules, track progress, and ensure timely team delivery
- Lead training, documentation, and delivery efforts; coach and develop junior team members on best practices across 2-3 modules and share knowledge cross-functionally
- Define, document, and gain customer approval for new and enhanced report requirements to provide analytical, reporting and data mart structures that enhance data visualization
- Evaluate and recommend new technologies or process change that will enhance the current environment or provide greater business advantage
- Coach and develop Customer Engagement Associates on account leadership, complex problem-solving, and customer communication; informally lead project pods or team initiatives as needed
- Propose process improvements that eliminate toil within the department
What success looks like in this role:- Within the first 90 days:
- Build situational awareness: get to know your customers, understand how things work today, and capture that knowledge in a way the whole team can benefit from.
- Develop mastery of lntegriChain's data pipeline and pharmaceutical trade data types
- Within the first six months:
- Develop technical understanding of lntegriChain's Distribution and Patient product offerings and use-cases
- Drive cross-functional resolution of customer issues and questions
- Within the first year:
- Gain mastery of IntegriChain's products or modules to create value for the customer
- Increase customer usage of key products and analytics quarter over quarter
What you'll bring to the table: - Preferred: experience working for a Saas provider with knowledge of support models
- 3+ years of analytics experience, preferably in the pharmaceutical industry
- 4+ years in a customer engagement, customer success, or account management role; demonstrated ability to build trusted relationships, resolve escalations, and influence outcomes across internal and external stakeholders
Additional InformationWhat does IntegriChain have to offer?- Mission driven: Work with the purpose of helping to improve patients' lives!
- Excellent and affordable medical benefits + non-medical perks including Student Loan Reimbursement, Flexible Paid Time Off and Paid Parental Leave
- 401(k) Plan with a Company Match to prepare for your future
- Robust Learning & Development opportunities including over 700+ development courses free to all employees
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