Job Description

THE POSITION:
The Client Success Manager (CSM) is the primary business and relationship manager for EVERSANA's Channel Management & 3PL business. As an account manager (from 6 -10 pharmaceutical manufacturers “clients”), this role manages the relationship and aiding in the coordination of day-to-day communications related to service delivery to help ensure appropriate service levels to attain and maintain Client Delight. The Client Success Manager, in conjunction with the leaders of distribution operations, order to cash, supply chain solutions, IT, and Quality establish and maintain 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 and generate account plans to ensure Client Delight is achieved. Additionally, the role will collaborate with members of the Commercial team to align on account penetration and increased share of wallet.

CRITICAL RESPONSIBILITIES:

• Relationship Management of 6-10 clients, as the primary relationship and escalation contact with client. The primary functions for the CSM includes relationship management, operational support and coordination, launch readiness, communication, and problem solving, both strategic/tactical.
  • Creating Executive summaries outlining issues/problems and solutions.
  • Presenting findings and solutions to Client and EVERSANA leadership as applicable.
• Lead interactions within EVERSANA and with clients to arrive at expected service delivery outcomes while achieving a high level of Client Delight.
• Lead internal Channel Mgmt. team meetings to problem solve through collaboration and communication resulting in a more efficient and effective delivery of service 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.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

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 Mgmt. 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 and recommendations as needed.
  • Ability to analyze data and provide insights on performance to KPI targets.
  • Establish plans with Operations for KPI’s which below target.
• Responsible for addressing client issues, requests to ensure strategic priorities are met.
• Manage client escalations to resolution and when needed coordinating internally with the appropriate teams/team members for investigation/resolution.
• Works cross functionally to ensure projects are delivered within established service levels.
• Conduct regularly scheduled meetings with assigned clients (create and distribute minutes) including regular business reviews that are both strategic and tactical in nature.
• Develop and update Client Account plans for assigned 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.

Travel:

• Expected to travel 25% of the time (EVERSANA facilities and/or client sites).

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Qualifications

MINIMUM QUALIFICATIONS:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• A college degree in Business Administration or a related field.
• 5-10 years of 3PL or Outsourced Solutions (B2B) account management experience (Healthcare or Pharmaceutical experience a plus).
• Proficiency using the following software/hardware: Microsoft Excel, Microsoft Word, Microsoft Outlook, Microsoft power point. The ability to learn and become proficient in company software packages. Experience in PowerBI a plus.
• Strong written, verbal, and interpersonal communication skills are critical to this position - and embodies a collaborative work style.
• Must be a good listener and able to respond to clients in a professional manner.
• The ability to work independently as well as working with management on key client issues.
• Excellent organizational skills with the ability to: perform detail-oriented work accurately, handle several assignments simultaneously, maintain confidential information, and produce reports in a timely manner.
• Exhibits an upbeat attitude, a genuine interest in others and a sense of humor. Energizes others and heighten morale through her/his attitude.
• Possesses the ability to develop and articulate ideas and information that generate understanding.
• Proves to be a professional of unquestionable integrity, credibility and character who demonstrates high moral and ethical behavior.
• Able to maintain high standards despite pressing deadlines; establish high standards and measures; do work right the first time and inspect material for flaws; test new methods thoroughly; reinforce excellence as a fundamental priority.
• Able to take action in solving problems with exhibiting good judgment and a realistic understanding of issues: able to use reason, even with dealing with emotional topics; review facts and weigh options.
• Able to prepare for emerging client needs, manage multiple projects; determine project urgency in a meaningful and practical way; use goals to guide actions and create detailed action plans; organize and schedule people and task.
• Able to act in accordance with established guidelines; follow standard procedures in crisis situations; communicate and enforce organizational policies and procedures; recognize and constructively conform to unwritten rules or practice.

PREFERRED QUALIFICATIONS:

• Experience working within the pharmaceutical supply chain industry and directly with pharmaceutical and biotech clients
• Experience collaborating and leading internal team members to resolve business issues/requests.
• Excellent interpersonal skills with the ability to productively negotiate with all levels of within a client, including C-Suite.
• Great people skills: fair, kind-hearted, energetic, client focused and be able to have fun.

Additional Information

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and hold myself accountable.

Embrace Diversity I create an environment of awareness and respect.

Grow Talent I own my development and invest in the development of others.

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful, and timely dialogue.

Always Innovate I am bold and creative in everything I do.

#INC

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

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