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.
Essential duties and responsibilites:
Operations and Service Management:
The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.