Manager
Full Time
Job Description
- Have demonstrated product knowledge, domain expertise, oral and written communication, project management, client management, and time management skills.
- Be a creative problem solver
- Be effective in teaming with a broad range of colleagues.
- Promote ongoing business development opportunities
- Manage client enhancement requests
- Measure and ensure client satisfaction and adoption
- Support client satisfaction, success, retention, and renewal
- Manage the ‘change in scope’ process from initiation to closure.
- Serving as a mentor to less experienced members of the team
- Taking ownership of projects outside of assigned account tasks
- Act as an escalation point for unassigned accounts
- Following through on identified revenue opportunities for unassigned accounts.
- Apply subject matter expertise in a variety of ways related to marketing content, business development tools, and product improvement.
- Other duties, as assigned.
- Revenue & Expansion
- Client Satisfaction
- Consumption / Product Use
- Monitor customer usage, feature adoption, and overall health
- Understand customer business strategy and business case, and drive alignment between customer objectives and capabilities
- Develop a “success plan”, a plan of action to help achieve revenue objectives, ensure customer success and consumption growth
- Make proactive recommendations on leveraging solutions by maintaining a high level of industry and product expertise to demonstrate the Clinical Development value proposition.
- Establish regular contact with key stakeholders and become a trusted advisor to assigned accounts
- Communicate status at various levels inside client and at company
- Monitor customer satisfaction and drive references
- Act as an extension of the client organization for all activities and escalations, and coordinating all resources necessary to resolve issues and promote success.
- Track, manage and execute post-sale commercial agreements, including changes and custom services.
- Identify opportunities for paid services and solution expansion by acting as an advocate for IBM within the client organization.
- Define and drive action plans around accounts that are at risk of non-renewal
- Support business development as a consultative subject matter expert, identifying client business objectives, explaining best practices, documenting and demonstrating product capabilities and use cases.
- Ensure that assigned clients leverage new features as appropriate
- Ensure clients are aware of any changes to offering related processes and procedures including operational and business management changes
- Solicit client feedback on product features and capabilities
- Provide input to Development and Product Management regarding offering strengths and weaknesses
Required Knowledge, Skills, and Abilities
- Personal interest in client service and client success; enjoy working with people, with natural and effective communication and relationship building skills.
- Analytical skills; methodical and detail-oriented planner and problem-solver; ability to identify root causes.
- Strong, influential written and verbal communication skills, with some technical writing experience.
- Reliable, dependable, and ability to keep a consistent schedule.
- Solid understanding of the clinical trial industry, clinical research, and/or healthcare background
- Proactive, with excellent prioritization and task management skills; ability to manage multiple projects simultaneously
- Ability to successfully work with various departments and levels of any organization.
- Intermediate to advanced Microsoft Office skills.
- Bachelor’s degree
- 4+ years in the clinical trial industry and/or experience in a customer success and/or client services delivery role
- 7+ years in the clinical trial industry and/or experience in a customer success and/or client services delivery role
- Demonstrated track record of account management, account service and account growth
Reference no: 89388