Job Description

The primary focus of a Client Success Manager is to foster relationships where QPharma is perceived as a critical and consulted vendor partner. The CSM will grow the current scope of services within the client base while developing strong relationships with new and existing contacts, allowing concentration on strategic growth and client satisfaction through account oversight.

About the Role

The Client Success Manager will be responsible for maintaining and enhancing client relationships, ensuring satisfaction, and identifying growth opportunities within the client base.

Responsibilities

• Relationships: Maintain strong, long-lasting partnerships with key clients, ensuring their needs are met and they are satisfied with our services. Ongoing relationship building tactics implemented and growth through executive level within the client (i.e. set up peer to peer, surveys and feedback).
• Account Growth: Identify opportunities for account growth and work with clients to expand their use of QPharma and our services. This includes identifying growth opportunities through increased volume and new services. Introducing QPharma to new departments, divisions and contacts for growth.
• Strategic Planning: Collaborate with clients to understand their business goals globally and within their departments for development of strategic plans to help them achieve these objectives. Develop strategies and implement tactics to increase collaborative growth and achievement of goals (i.e. monthly face to face, focused email campaigns to a department, specific service campaigns).
• Client Knowledge: Be the Client SME (subject matter expert) in the industry and within QPharma (i.e. product pipeline, financial information, current services).
• Client Onboarding: Oversee the onboarding process of new services and projects with both new and existing clients, ensuring a smooth transition and quick adoption of our services. Provide continuous support and guidance to ensure all clients fully realize the value and benefit from our offerings while building relationships to foster renewals and new services.
• Performance Monitoring: Regularly review and drive client performance metrics and provide insights along with recommendations for improvement (i.e. routine status mtgs, QBRs, audits, data analytics).
• Cross-Functional Collaboration: Work closely with internal teams, including sales, marketing, product development, production support, sample operations, warehouse, validation, finance and compliance to ensure client needs are met. Identify opportunities for new services or product enhancements and implement these opportunities to drive continuous improvement and innovation through collaboration.
• Liaison: Act as the primary point of contact and escalation for both the Client and QPharma. Aware of daily customer service queries and production support needs and address if escalated to CSM. Align appropriate internal teams with client teams as needed (i.e. DTP Analyst, SA Analyst, IT Support, BA).
• Client Advocacy: Act as the voice of the client within QPharma, advocating for their needs and ensuring they are prioritized in decision-making processes.
• Marketing Engagement: Actively engage in various marketing activities, including email campaigns, social media engagement, contribute to grown of online presence.

Qualifications

• Minimum of 3-5 years of experience in customer success, account management, or a related field, preferably within the life sciences or healthcare industry.
• Education: Bachelor's degree in business, marketing, or a related field. Advanced degree or relevant certifications are a plus.
• Attributes: Self-motivated, proactive, and results oriented. Ability to work independently and as part of a team.
• Knowledge in: Project Planning, Microsoft Office Suite including planner, power point and project, ticket monitoring, salesforce.
• Required Skills: Strong interpersonal and communication skills, with the ability to build and maintain relationships with clients at all levels. Excellent strategic thinking and problem-solving abilities.

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