Client Success Manager

EVERSANA•Memphis, TN

3d•Onsite

About The Position

The Client Success Manager (CSM) is the primary business and relationship manager for EVERSANA's 3PL Warehouse & Distribution service. As an account manager (from 5-8 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.

Requirements

A college degree in Business Administration or a related field.
5-10 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.
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 detail-oriented 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.

Nice To Haves

Experience in PowerBI a plus.
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 C-Suite.
Great people skills; fair, kind-hearted, energetic, client focused and be able to have fun.

Responsibilities

Relationship Management of 5-8 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 high-level adherence to department and company processes resulting in high quality client experience, in-depth reporting and satisfaction.
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 follow-up 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 KPI’s 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.
Represents the company with clients, customers, vendors and business partners.
Be an expert on EVERSANA Channel Management.
Lead cross-functional 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.