Your OpportunityThe Senior Client Success Partner plays a critical role at ConcertAI, Commercial Solutions, with a strong focus on execution. This role is the liaison between our clients and cross-functional internal/external teams, ensuring the timely and successful delivery of our solutions. This position is responsible for building deep relationships with clients, understanding their business, and finding new opportunities for growth in the partnership.
The Senior Client Success Partner ensures that clients receive the highest standard of service possible by overseeing service delivery functions, from project inception to completion, for a specific set of pharmaceutical clients. This role is accountable for the data production lifecycle, ensuring timeliness and accuracy, leading communication with clients. The ideal candidate possesses excellent interpersonal skills, communicates with clarity and concision, and demonstrates the ability to work cross-functionally. Client Service experience within the pharmaceutical industry, other data-driven, or SAAS environment preferred.
How You'll Make an Impact- Lead internal and client communication pertaining to the progress of production, inquiries and projects
- Lead client status meetings by reporting status of inquiries, bugs, and ad-hoc requests.
- Responsible for producing tracking documents to be presented on client-facing calls.
- Own client relationship for 2-3 clients as the main point of contact
- Lead planning, preparations and presentation of regular client business reviews
- Collaborate with project management teams and production delivery teams to prioritize deliverables
- Independently identify opportunities for organic client growth, within your clients.
- Work closely with Account Executive to draft contracts for New Work Orders and SOWs.
- Track budgets and approve invoices, to ensure timely and complete billing
- Manage and track low complexity projects
- Lead status reviews with key stakeholders, with assistance from a Project Manager on large/complex projects
- Manage and track client data Inquiries, bugs, and ad-hoc requests
- Responsible for ensuring inquiry is triaged to correct party via Jira workflows
- Responsible for ensuring a timely response to inquiries, and escalating issues as needed
- Track all Service Level Agreement adherence
- Responsible for an in-depth knowledge of associated clients' Service Level Agreements
- Responsible for tracking all relevant data points related to Service Level Agreement tracking
- Responsible for communicating vendor data issues with clients, as needed.
- Manage outbound deliverables through the production cycle to ensure completeness, on-time, and accurate delivery of data.
- Responsible for tracking production issues, working with technical teams to coordinate timely resolution, and alerting client of issues impacting deliverables.
- Responsible for tracking bugs entered by technical teams/analysts and ensuring open bugs are reported to account team as well as the client.
What You'll Bring- Must have a BA/BS or equivalent experience
- Must have at least 8 years' experience in account or client relationship management or similar role
- Must have relevant experience in, and knowledge of the pharmaceutical or healthcare related industries
- Must have proven experience problem solving and strong customer service skills
- Must have the ability to lead in a matrixed environment
- Must have the ability to communicate verbally and written to various levels in the organization and client base
- Experience in technology, with a focus on data aggregation preferred
- Proficiency in Microsoft Office Suite
- Experience with CRM software
- Travel expected around 10% or less to client sites
More of description here
Salary Range
$120,000-$135,000 USD
