Client Success Manager

ConcertAI•Plymouth Meeting, PA

About The Position

The Client Success Manager 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 Client Success Manager 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.

Requirements

Must have a BA/BS or equivalent experience
Must have at least 3+ 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

Nice To Haves

Client Service experience within the pharmaceutical industry, other data-driven, or SAAS environment preferred.

Responsibilities

Own client relationship for 2-3 clients as the main point of contact
Strengthen the relationship between ConcertAI and its clients by ensuring clients obtain maximum value from products and services
Lead internal and client communication pertaining to the progress of production 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.
Coordinate and co-lead client quarterly business reviews, as required
Partner with the Account Executive on client project initiation and invoicing
Track budgets and approve invoices, to ensure timely and complete billing
Collaborate with project management teams and production delivery teams to prioritize deliverables
Manage and track low complexity projects
Lead status reviews with key stakeholders, with assistance from a Project Manager on large/complex projects
Assist Business Analysts in clients’ approval of detailed Business Requirement Documents (BRD) and translation into functional specifications
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
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.
Responsible for communicating vendor data issues with clients, as needed.