Job Description

ABOUT EVALUATE

Evaluate provides trusted commercial intelligence for the pharmaceutical and medical device industries.

Our core online subscription service, EvaluatePharma delivers a seamless view of the past, present and future of the global pharmaceutical market in a single, standardised platform. EvaluatePharma Vision builds on this to provide the first ever single view of the risk and return of the R&D landscape. Evaluate Vantage our award-winning, independent editorial team provide thought-provoking news and insights into the current and future developments in the industry. Evaluate has been a trusted partner to industry-leading organisations for over 20 years. For more information on how we give our clients the time and understanding to drive better decisions, visit www.evaluate.com.

POSITION DESCRIPTION

The Client Success Manager will work closely with our clients and prospective clients to optimise usage and demonstrate value of Evaluate services.

They will provide deeper product expertise to support the sales team with their renewal and new/additional business development activities and to help demonstrate value to trial users.

They are pivotal to ensuring users derive maximum lifetime value from their Evaluate subscription.

Excellent communication and presentation skills are required combined with good experience and understanding of the importance of Client Success to the product innovation, sales retention and new business development process.

A key function of the role is the consultative nature of interactions with clients when dealing with incoming questions or requests regarding the content and functionality of Evaluate products.

They will probe to understand real (underlying) business requirements and will answer user questions using their in-depth knowledge of the industry/persona and Evaluate to ensure a full, accurate and prompt response is delivered.

They are key contributors to the creation of help and support materials such as training videos, user documentation and online help.

They will create smart data touches which they can use directly in their conversations with clients to support new business activities, account growth and retention. Alternatively, this content can be adopted by other members of the Global Sales and Marketing Organisation as needed.

They will help create and maintain solutions or best practice answers to commonly asked questions which can be reused as needed, for example within an FAQ Knowledge Base. In addition, they will be adept at spotting query trends and suggesting ways to reduce or different approaches to answer such query types in the future.

They will monitor and report on the health of accounts and help in the preparation of business review material.

They are responsible for ensuring an optimal on-boarding experience for new accounts and users within the first 30 days. This will include an account transition kick-off meeting, identification and documentation of appropriate account and user Success Criteria as well as personalised training or one-to-many sessions as appropriate.

They will contribute industry and Evaluate content and functionality knowledge to support new business activities including hosting demos for prospective clients and supporting trial users. They will also be required to showcase upsell content to existing clients.

Any feedback or insight gathered where Evaluate does not meet current user needs should be captured to help drive future product innovation.

In addition, they will contribute their Client Success expertise and knowledge to cross-functional teams and initiatives as needed.

They will be required to cover other areas within the Global Client Success Team as needed during periods of peak workload, holidays or absences.

Estimated time spent on key activities is as follows:

• Query management 30%
• Personal Training, Admin, Internal Meetings 30%
• On-boarding new users 25%
• Re-engaging/commercial orientation 15%

REQUIREMENTS

WORKING CONDITIONS

Will work in an office environment. Travel to company subsidiaries will be necessary.

DESIRED QUALIFICATIONS:

• 2-3 Years commercial experience of supporting or interacting with pharmaceutical, biotech, financial and/or consulting clients, ideally in a Client Success/Support or Training role
• Educated to degree level in a life-sciences, pharmacology or scientific related discipline
• Pharmaceutical and/or financial industry experience/knowledge
• Strong analytical and problem-solving skills
• Able to resolve complex problems with simple and practical solutions
• Excellent communication skills with an ability to explain complex financial and/or pharmaceutical concepts in simplified terms
• Experience of preparing and hosting online training/onboarding sessions for individual and multiple users for both existing clients and new business prospects
• Experience of authoring or contributing to the preparation of help and training material to support an online information service
• An aptitude for drawing insights from data
• Excellent computer skills are required including a thorough ability to work with Microsoft Teams, Excel, PowerPoint and Customer Relationship Management systems such as SalesForce.com
• Able to develop in-depth, trusted relationships with clients and global team members
• Works with clients collaboratively to maintain and grow value within an organisation
• Self-motivated and curious with a strong work ethic and integrity
• Demonstrates a can-do attitude to maintain Evaluates outstanding Client Success reputation
• Creative thinker
• Team player but able to work independently within defined processes
• Results-driven with an ability to execute and a proven track record of positive outcomes
• Adapts to new ways of working, thriving on change and ambiguity
• Able to consider global issues and their local impact and provide guidance to team members accordingly

PERSONAL ATTRIBUTES:

In addition to buying into Evaluates values as per below candidates should display the following attributes:

• Friendly approach to business.
• Superior communication skills with all.
• An innovative approach to function.
• Ability to grow and adapt as the business does.
• Open and honest approach to communication.

BENEFITS

• Medical, Dental, and Vision plans
• Health Reimbursement Account (HRA)
• Dependent & Health Flexible Spending Accounts (FSA)
• Generous employer 401k contribution
• Workers Compensation, Short Term Disability (STD), Long Term Disability (LTD), AD&D and Life Insurance
• Employee Assistance Program (EAP)
• Paid Time Off includes Federal Holidays, Vacation Days, and Sick time
• Generous Parental Leave policy

EQUAL OPPORTUNITIES STATEMENT

Evaluate is an equal opportunities employer and do not discriminate on the grounds of gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability or age. Our ethos is to respect and value peoples differences, to help everyone achieve more at work as well as in their personal lives so that they feel proud of the part they play in our success.

We believe that all decisions about people at work should be based on the individuals abilities, skills, performance and behaviour and our business requirements. Evaluate operates a zero-tolerance policy to any form of discrimination, abuse or harassment.