Customer Success Manager (talent pool)

 

Role description: we are looking for a proactive and responsible Customer Success Manager who will align and organize a cross-functional team for the specific complex project, being the proxy between ​the client team and production teams inside the organization.

Be a Valued Partner to Clients: Act as a strategic partner to clients, guiding them through digital transformation efforts, sharing market trends, and best practices, and leveraging the entire product and service portfolio to achieve maximum benefits mutually. Be the voice of a customer to internal teams.

Product and Service Expertise: Offer expert advice on a whole portfolio of Viseven products and services, ensuring clients fully understand and utilize these solutions to achieve maximum benefits.

Orchestration: Oversee initiatives across the portfolio, coordinating with internal teams to ensure successful execution. Coordinate onboarding of new customers, and monitor adoptions. Ensure the implementation plan is on track. Manage communication and keep all the stakeholders on the same page. Measure progress and ensure customer satisfaction. Challenge customers, if need be, on how to do better. 

Drive adoption of platform/ways of working via supporting the onboarding process, providing help, advice, and consultancy to clients in the post-onboarding period. 

Identification and scoping of new opportunities by finding gaps, pain points, and covert to opportunities along with new opportunities. Support the Account team during the scoping of qualified opportunities. 

Perform regular status reviews, measure performance results against agreed KPIs, share feedback with all stakeholders, and plug gaps if any. 

Collaborate with internal teams, including but not limited to delivery, product, support, and account teams, to ensure a seamless customer experience.

Support the Account team in the sales process and development of proposals.

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)