Client Success Account Manager
Client Success Account Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
THE POSITION:
The Client Success Manager (CSM) is the primary business and relationship manager for EVERSANAs 3PL Warehouse & Distribution service. As an account manager (from 58 pharmaceutical clients) this role oversees the relationship and increasing service levels to attain Client Delight. The Client Success Manager in conjunction with the business leaders of warehouse ops; order to cash; supply chain will establish 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.
CRITICAL RESPONSIBILITIES:
- Relationship Management of 58 clients as the primary contact with client. The primary role for the CSM includes relationship management 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 maintain and demonstrate the expected high level of Client Delight.
- Lead internal channel team meetings to problem solve thru collaboration and communication resulting in a more efficient and effective delivery for the client accounts.
- Suggest solutions when appropriate.
- Maintain a highlevel adherence to department and company processes resulting in high quality client experience indepth reporting and satisfaction.
Qualifications :
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 followup to complete deliverables.
- Develop strategic account plans for each assigned client (as deemed appropriate).
- Act as the internal champion within the Channel team expressing client needs and expectations.
- Manage client expectations.
- Utilization of PowerBI to analyze KPIs and service levels for each client and effectively communicate operational performance.
- Ability to analyze data and provide insights on performance to KPI targets.
- Establish plans with Operations for KPIs which below target.
- Monitors client issues requests to ensure strategic priorities are met.
- Manages client escalations directing the inquiry to the appropriate team member for investigation/resolution.
- Works cross functionally to ensure projects are delivered per client expectation.
- Conduct regularly scheduled touch base meetings with assigned clients (create and distribute minutes) including regular business reviews.
- Develop and update Client Account plans for key accounts.
Communication:
- Represents the company with clients customers vendors and business partners.
- Be an expert on EVERSANA Channel Management.
- Lead crossfunctional teams as required and facilitate internal/external meetings.
- Manage internal and external conflict; be a problem solver.
- Creates a positive environment that encourages open and honest communication that is core to collaborative work relationships.
Travel:
- Expected to travel 25% of the time (EVERSANA facilities and/or client sites).
The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.
An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.
MINIMUM qualifications:
The requirements listed below are representative of the experience education knowledge skill and/or abilities required.
- A college degree in Business Administration or a related field.
- 510 years of 3PL Warehousing & Distibution account management experience (Healthcare or Pharmaceutical experience a plus).
- Proficiency using the following software/hardware: Microsoft Excel Microsoft Word Microsoft Outlook Microsoft power point. The ability to learn and become proficient in company software packages. Experience in PowerBI a plus.
- Strong written verbal and interpersonal communication skills are critical to this position and embodies a collaborative work style.
- Must be a good listener and able to respond to clients in a professional manner.
- The ability to work independently as well as working with management on key client issues.
- Excellent organizational skills with the ability to: perform detailoriented work accurately handle several assignments simultaneously maintain confidential information and produce reports in a timely manner.
- Exhibits an upbeat attitude a genuine interest in others and a sense of humor. Energizes others and heighten morale through her/his attitude.
- Possesses the ability to develop and articulate ideas and information that generate understanding.
- Proves to be a professional of unquestionable integrity credibility and character who demonstrates high moral and ethical behavior.
- Able to maintain high standards despite pressing deadlines; establish high standards and measures; do work right the first time and inspect material for flaws; test new methods thoroughly; reinforce excellence as a fundamental priority.
- Able to take action in solving problems with exhibiting good judgment and a realistic understanding of issues: able to use reason even with dealing with emotional topics; review facts and weigh options.
- Able to prepare for emerging client needs manage multiple projects; determine project urgency in a meaningful and practical way; use goals to guide actions and create detailed action plans; organize and schedule people and task.
- Able to act in accordance with established guidelines; follow standard procedures in crisis situations; communicate and enforce organizational policies and procedures; recognize and constructively conform to unwritten rules or practice.
Preferred qualifications:
- Experience working within the pharmaceutical supply chain industry and directly with pharmaceutical and biotech clients
- Experience collaborating and leading internal team members to resolve business issues/requests.
- Excellent interpersonal skills with the ability to productively negotiate with all levels of within a client including CSuite.
- Great people skills; fair kindhearted energetic client focused and be able to have fun.
Additional Information :
Patient Minded I act with the patients best interest in mind.
Client Delight I own every client experience and its impact on results.
Take Action I am empowered and hold myself accountable.
Embrace Diversity I create an environment of awareness and respect.
Grow Talent I own my development and invest in the development of others.
Win Together I passionately connect with anyone anywhere anytime to achieve results.
Communication Matters I speak up to create transparent thoughtful and timely dialogue.
Always Innovate I am bold and creative in everything I do.
#INC
Our team is aware of recent fraudulent job offers in the market misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites unsolicited emails or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.
From EVERSANAs inception Diversity Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer and our employees are people with different strengths experiences and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity but also age disability status veteran status sexual orientation religion and many other parts of ones identity. All of our employees points of view are key to our success and inclusion is everyones responsibility.
Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process please contact us at .
Follow us on LinkedIn Twitter
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
