Dohmen Life Science Services

  • Client Success Manager

    Job Locations US-TN-Memphis
    Job ID
    2018-2169
    # of Openings
    6
    Category
    Distribution & Supply Chain Services
  • Overview

    The Client Success Manager oversees the reliable, efficient and effective delivery of services to EVERSANA clients for the Channel Business Unit. The manager in conjunction with the business establishes policies designed to ensure consistently high service performance and evaluates client feedback to coordinate quality improvement processes.  They are the key operational contacts for day to day coordination of our clients for the services EVERSANA provides; they will work with the client to provide a consistently high level of service delivery across all areas of business interaction.  This position is also responsible and accountable for the coordination and management of new client implementations, product launches, client departures and new service offerings (for existing clients), service escalations, client issue/request management and monitoring, KPI/Service report creation and distribution, lead regularly scheduled operational and performance focused client touch base meetings, business review participation, participate in continuous improvement discussions and projects, E-Comm management and DSCSA related tasks.

    Responsibilities

    Critical RESPONSIBILITIES:

    • Deliver successful client implementations, product launches, departures and new service offerings resulting in a streamlined standardized process with faster revenue recognition (for the client as well as Eversana).
    • Manage issues, requests and strategic priorities for the client base (in some cases leading project management)
    • Champion cross-enterprise collaboration and communication resulting in more efficient and effective delivery of services that meet or exceed client expectations.
    • Maintain a high level of adherence to department and company processes resulting in high quality client experience intelligence, reporting and satisfaction.
    • Lead interactions at all levels within Eversana and clients’ company in order to maintain and demonstrate the expected high level of client satisfaction.

     

     

    Essential duties and responsibilites:

    Project Management:

    • Manages multiple types of client implementations, product launches and client projects at a time.
    • Requests/issues that cross client accounts, cross departments or are deemed large/complex in nature, escalated or designated as urgent/sensitive.
    • Provides superior customer service and manages client expectations
    • Resolves problems, project questions and issues in a timely manner to ensure implementations/projects stay on target and ensuring resolution acceptance
    • Meets with internal and external customers as needed to resolve issues or questions in a timely manner.
    • Completes all necessary project management documentation, work plans and communications.
    • Enters and updates any CRM and/or tracking systems as needed.
    • Lead monthly internal meetings to review open items by client (provide reporting and work with users to establish dashboards).

     

    Operations and Service Management:

    • Work effectively in all applicable systems and standardized systems/processes.
    • Manages new client implementations, new product launches (including transfers), existing client new service offerings and client departures (off-boarding).
    • Manages and monitors the client issues, requests and strategic priorities of an operational nature
    • Manages service escalations to resolution
    • Stays abreast of client order volume expectations and schedules and communicates clearly with all EVERSANA team members.
    • Demonstrates a passion and desire for excellence within the position, department and company.
    • Works cross functionally to ensure projects are delivered per client expectation.
    • Keeps team members appraised of targets and due dates through various communication methods.
    • Key client issue/request management and monitoring and KPI/Service report creation and distribution.
    • Assist with QBR presentations
    • Work with Communications on client communications.
    • Conduct regularly scheduled operational and performance focused touch base meetings with the client base (create minutes/distribute).
    • Work with various functional business areas when requirements are to be defined and submit for SOW drafts (if applicable).
    • EVERSANA systems implementations – participate in the selection, planning and implementation as a SME.
    • E-Comm management – work with business team and the client to define requirements.
    • DSCSA – provide clients with assistance as they introduce new products and/or launch for the first time (NCI) – conduct testing with the CMO and/or 3rd party companies

    Leadership:

    • Represents the company from a support role to clients and may interact with customers, vendors, business partners and the public.
    • Serve as a SME on EVERSANA.
    • Lead cross-functional teams as required and facilitates internal/external meetings
    • Manage with a sense of urgency and availability as the client advocate
    • 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 15% of the time (EVERSANA facilities and/or client sites).

    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
    • Five to ten years of operations, customer service, and/or account support experience
    • Proficiency using the following software/hardware: Microsoft Excel, Microsoft Word, Microsoft Outlook. The ability to learn and become proficient in company software packages.
    • Strong written, verbal and interpersonal communication skills are critical to this position.
    • 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 heightens 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
    • Excellent communication skills (written and verbal) and embodies a collaborative work style

     

    Preferred qualifications:

     

    • Experience working with clients and internal team members to resolve business issues/requests.
    • Excellent interpersonal skills with the ability to productively interact and negotiate with all levels of customers and company personnel.
    • Previous Project Management experience
    • Great people skills; fair, kind-hearted, energetic, client focused and be able to have fun.

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