Client Success Account Manager

About the role

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.

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.
• Create Executive summaries outlining issues/problems and solutions.
• Present 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.

Qualifications

• 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 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. Utilize 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. Monitor client issues, requests to ensure strategic priorities are met. Manage 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 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.