Customer Engagement Manager

IntegriChain is a data and application backbone for market access departments of Life Sciences manufacturers. They are seeking a Customer Engagement Manager to own and drive success across a portfolio of customers by managing corporate and enterprise accounts, leading cross-functional coordination, and enhancing customer satisfaction through strategic engagement.

Responsibilities:

• Own end-to-end resolution of complex customer data questions and issues; drive cross-functional resolution by anticipating roadblocks and taking action based on impact analysis
• Own the preparation, delivery, and follow-through of Quarterly Business Reviews for both corporate and enterprise accounts, including performance data analysis and strategic recommendations
• Deliver regular customer satisfaction evaluations and ensure customer satisfaction scores remain at or above the company defined standard
• Enhance ongoing data processing and deliver efficiencies through critical analysis of data architecture and usage via applied continuous improvement
• Drive process flow analysis and process redesign when applicable
• Understand each customer's business needs and pain points, act as our advocate to explain the value lntegriChain services provide, and drive usage of the products to which the customer subscribes
• Manage the communication of timelines, change requests, and status reports of all corporate customer associated projects
• Proactively identify, escalate, and lead the response to customer churn risks; develop and own action plans to address concerns, leveraging cross-functional teams and data-driven reasoning to influence outcomes
• Develop, document, train and update processes as they relate to the customer
• Collaborate with subject matter experts, developers and QA teams to manage delivery of newly defined analytics and reports from start to finish
• Lead the creation of project plans for custom requests and enhancements; guide internal stakeholders through task execution within assigned modules, track progress, and ensure timely team delivery
• Lead training, documentation, and delivery efforts; coach and develop junior team members on best practices across 2–3 modules and share knowledge cross-functionally
• Define, document, and gain customer approval for new and enhanced report requirements to provide analytical, reporting and data mart structures that enhance data visualization
• Evaluate and recommend new technologies or process change that will enhance the current environment or provide greater business advantage
• Coach and develop Customer Engagement Associates on account leadership, complex problem-solving, and customer communication; informally lead project pods or team initiatives as needed
• Propose process improvements that eliminate toil within the department

Requirements:

• 3+ years of analytics experience, preferably in the pharmaceutical industry
• 4+ years in a customer engagement, customer success, or account management role; demonstrated ability to build trusted relationships, resolve escalations, and influence outcomes across internal and external stakeholders
• experience working for a Saas provider with knowledge of support models