Job Summary
Client Success is responsible for cultivating and maintaining on-going client relationships. Provides new and existing clients with the best possible service and recommendations in relation to our products and services.
Provides product service information to customers and identifies upselling opportunities to maintain and increase income streams from customer relationships
Essential Duties & Responsibilities
- Responsible for managing the relationship with strategic customer accounts.
- Build effective strategies, tools, and processes and set priorities to deliver account growth and increased platform value to clients
- Acts as an advisor to clients to promote business discussions and identify operational strategies that meet client objectives and align with Outcomes corporate vision or inspire innovative solutions
- Develop and maintain strong relationships with pharma clients to establish a trusted partnership
- Represents client internally and coordinates with other departments to implement new programs and services, coordinate resources for projects, and address ongoing service needs
- Conduct market, client and competitive analysis to recommend sales strategies, and advise clients on Outcomes solutions and services that meet their needs.
- Uses a consultative approach to understand the client’s needs, identifies next steps, and leads the engagement between Outcomes and the client.
- Handle the overall responsibility for managing client relationships, owning client retention and satisfaction KPIs
- Manage the Pharma Client Success team effectively to ensure client needs are met to ensure retention
Qualifications
KNOWLEDGE & REQUIREMENTS
- Manages department operations and supervises professional employees, front line supervisors and/or business support staff
- Participates in the development of policies and procedures to achieve specific goals
- Ensures employees operate within guidelines
- Decisions have a short term impact on work processes, outcomes and customers
- Interacts with subordinates, peers, customers, and suppliers at various management levels; may interact with senior management
- Interactions normally involve resolution of issues related to operations and/or projects
- Gains consensus from various parties involved
Education & Experience Requirements
- Minimum years of work experience: 10+ years
- Minimum level of education or education/experience: Bachelors or equivalent work experience in Pharma Account Management
Physical Requirements
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.
- Frequent sitting in stationary position at a desk
- Occasional standing, walking, stooping, kneeling, squatting, and climbing stairs
- Occasional twisting of body
- Occasional reaching by extending hands and arms in any direction
- Occasional lifting, pulling, or pushing
What’s In It For You?
- Medical, Dental and Vision Plans
- Voluntary Benefits
- HSA & FSA
- Fertility & Family Planning Benefits
- Paid Parental Leave
- Adoption Assistance Program
- Employee Resource Groups
- Flex PTO for Exempt Associates & up to 15 PTO days in first year of employment for non-exempt associates
- 11 Paid Holidays
- Corporate Wellness Program
- 401(k) plan offering both pre‑tax and Roth contributions, plus an employer match
The compensation range for this position is $120,000 - $150,000 base pay plus a commission target of $50,000 annually
