Client Success Manager

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Merative

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1001 - 5000

💰 Series A on 2018-03

Description

• Serve as primary point of contact, and manage account interactions, with selected Merative Clinical Development clients in the clients' adoption, expansion, and utilization of the platform. • Monitor communications with accounts, monitor account health, and drive actions to strengthen and maintain client relationships. • Mentor team members to achieve comparable objectives for portfolio of clients. • Establish and manage interactions with clients, including business development opportunities, user engagement opportunities, responses to customer inquiries and escalations, and enabling / maintaining reference information to make available to clients. • Solicit client feedback, including client needs / enhancement requests, along with business rationale, back to the Merative team. • Support business development as a consultative subject matter expert, identifying client business objectives, explaining best practices, documenting and demonstrating product capabilities and use cases. • Track, manage and execute post-sale commercial agreements, including changes and custom services. • Ensure that assigned clients leverage new features as appropriate.

Requirements

• 7+ years in the clinical trial industry and/or experience in a customer success and/or client services delivery role within the Life Sciences Industry • Personal interest in client service and client success; enjoy working with people, with natural and effective communication and relationship building skills. • Analytical skills; methodical and detail-oriented planner and problem-solver; ability to identify root causes. • Strong project-management and client-management skills. • Strong, influential written and verbal communication skills, with some technical writing experience. • Proactive, with excellent prioritization and task management skills; ability to manage multiple projects simultaneously.