Customer Success Manager

August 4

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Viseven

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Global MarTech Services Provider for the Life Sciences Industry

Multichannel marketing • eDetailing • Interactive Visual Aids • Localization • Veeva Integration

501 - 1000

💰 Venture Round on 2019-06

Description

• Be a Valued Partner to Clients • Be the expert in select product / service within the scope. Deeply understand Customer's needs and goals by which they can achieve maximum benefit with select services. • Proactively advise customer on best practices, challenge existing solutions if there is a better option available, suggest improvements • Understand customers AS-IS state, their strategy and desired outcomes. Pro-actively guide customers in their Digital Transformation journey and to higher maturity, inspire them with new ideas from our roadmap and foster exchanges of relevant good practice observed in the industry/with other clients • Develop strategies for overcoming challenges together with internal team and with client (analyze the case, form solution, discuss with client). Keep track of possible risks, establish plan for their mitigation • Act as the voice of the customer. Ensure feedback is transferred and considered by relevant Vi7 teams [production, R&D, support, etc]. Establish tracking to ensure agreed improvements are implemented. • Orchestrate collaboration throughout project lifecycle from initiation to execution and continuous improvement: • Support Account Team during yearly Account planning and Quarterly forecasting by leveraging your deep knowledge of the Customer to help capturing and quantify opportunities and their related phasing and costing. • Support Account Team (together with DD) to scope and develop proposals based on understanding of client’s needs and requirements. • Act as overall orchestrator of the implementation plan including set-up/onboarding of teams in partnership with Delivery Director • Drive Discovery sessions during project initiation to better understand stakeholders, their needs and current as-is status within assigned scope [region/franchises/brands] • Work in collaboration with Account and Delivery to set-up the full set of Customer Success Deliverables that you will then own and maintain up-to-date (Customer Success Plan, Customer Measurement Plan, Campaign & Content Plan; Implementation Plan; Identification of Opportunities) • Conduct kick-off meetings with Clients to explain implementation plan and next steps • Overall orchestration of implementation plan, ensure all activities are on track. Manage planning and timelines within assigned scope. • Manage day-to-day communication with clients, manage escalations and work with account and delivery to resolve problems when they arise. • Coordinate team efforts to ensure customer satisfaction and delivery of desired outcome. • Engage relevant Viseven specialists and subject matter experts when required. • Keep documentation updated [Success plan, Content Plan, Status reviews, and another document relevant to specific account] • Keep track of status, conduct regular internal and external progress reviews • Measure performance results against agreed KPIs. Act and coordinate team efforts to remedy underperformance in case it occurs. • Document learning & recommendations • Ensure proper tracking that agreed improvements are considered • Identify new opportunities based on customers' needs, as well as gap analysis / competition analysis • Work with account teams to review, validate/qualify them and prioritize the ones to be taken to proposal stage • Foster collaborative relationships across different teams within the organization (Accounts, Delivery, Change & Training, Marketing), ensuring clear roles and responsibilities and minimizing duplications of effort. • Collaborate with product teams to ensure the client has the optimal setup, driving product adoption, addressing issues, and implementing custom improvements.

Requirements

• Advanced English (verbal and written) • Client-facing experience • Customer Onboarding • Customer Retention Strategies • Data Analysis and Reporting • Cross-functional Collaboration • Basic Project Management • Sales and Upselling Techniques • Customer Feedback Collection and Analysis • Overall understanding how the Pharma market operates. How companies produce and sell their products. • Typical operations of a Pharma company [structure, how sales and marketing work, Global-to-Local] • Digital in pharma • Fundamentals of customer engagement • Broad understanding of select products and services Viseven provides • In-depth understanding of the specific tools you are expected to work with (eg briefing/intake form) • Basic understanding of how we operate within a digital infrastructure that includes various platforms: DAM (ex. Veeva), CRM (Veeva/Salesforce, IQVIA, etc), Marketing automation (SFMC, Eloqua, etc)