Medical Customer Engagement – Omnichannel Manager

About the role

ZS’s Insights & Analytics group partners with clients to design and deliver solutions that tackle a broad range of business challenges. The Medical Customer Engagement / Omnichannel Manager will oversee end‑to‑end client programs spanning medical engagement strategy, technology, analytics, and implementation. This leader will shape and advance Medical Customer Engagement/Omnichannel solutions, manage a portfolio of initiatives, cultivate strategic client relationships, and drive growth across existing and new accounts.

Responsibilities

• Manage multiple client engagements with significant direct client interaction, ensuring high‑quality delivery across concurrent projects.
• Serve as a key leader in the Medical Customer Engagement & Omnichannel sub‑space at the intersection of Digital Customer Experience and Medical & Evidence.
• Shape and evolve Medical Engagement/Omnichannel products by collaborating with ZS’s Products and Platforms business unit and driving AI/GenAI‑enabled innovation.
• Lead large‑scale medical engagement programs across pharma—including business development, demand management, sales, and delivery—while partnering with senior leaders and collaborating with other managers.
• Provide strategic thought leadership by deeply understanding client challenges and applying ZS’s breadth of expertise.
• Lead implementation and enablement of ZS platform solutions and custom‑developed capabilities, integrating with client systems and commercializing innovative offerings (e.g., RWD solutions, segmentation, orchestration engines, content and channel integrations).
• Coach and mentor teams while coordinating with global counterparts on joint selling and large program delivery.
• Build and manage strong client relationships, introduce new ideas on medical engagement technologies, and serve as a trusted advisor.
• Identify and pursue new opportunities across Medical Customer Engagement/Omnichannel, prepare compelling proposals and presentations, and update senior leaders on progress.
• Track evolving medical digital and domain trends to develop ZS points of view and drive innovative client solutions.
• Act as the single point of contact and advisor for clients, aligning business needs with solutions and services.

Qualifications

• MBA from a top university strongly preferred, with a record of strong academic performance.
• Approximately 10+ years of prior management consulting experience, preferably in the healthcare/pharmaceutical industry.
• Experience selling, leading, and managing large‑scale capability programs and solutions.
• Proven ability to partner with senior leaders and managers to unlock high‑impact initiatives and products.
• Understanding of Medical Affairs and experience supporting Medical Affairs services and solutions.
• Expertise in solution and/or product development, contributing meaningfully to product strategy.
• Experience leading large cross‑functional teams (consultants, developers, data scientists, etc.).
• Demonstrated success in revenue growth within existing clients and developing new senior‑level relationships across life sciences.
• Strong capability in shaping omnichannel/customer engagement strategy, implementation roadmaps, and operating models.
• Ability to support transformation programs spanning business strategy, analytics/AI, and digital technologies.
• Fluency in English.
• Client‑first mentality, intense work ethic, collaborative spirit, and problem‑solving approach.

Growth and Development

• Cross‑functional skills development & custom learning pathways.
• Milestone training programs aligned to career progression opportunities.
• Internal mobility paths that empower growth via s‑curves, individual contribution, and role expansions.

Benefits

• Comprehensive total rewards package supporting health and well‑being, financial future, time away, and professional development.
• Robust skills‑building programs and multiple career progression paths.
• Internal mobility and a deeply collaborative culture.
• Hybrid working model offering flexible work‑from‑home and on‑site presence.
• Travel opportunities for client‑facing roles, providing diverse experiences and professional growth.
• Inclusion and belonging initiatives, networks, and community spaces to support diverse identities and perspectives.

Work Environment

ZS follows a hybrid working model that combines remote work with on‑site presence at client sites or ZS offices for the majority of the week, fostering both planned and spontaneous face‑to‑face connections. Travel is a requirement for client‑facing ZSers; while some projects may be local, all are expected to travel as needed to strengthen client relationships and gain diverse experiences.

Work Authorization

This position is not eligible for visa sponsorship. Candidates must have authorization to work in the United States that does not now or in the future require employer sponsorship.