Client Success Manager

Eresearchtechnology - Philadelphia, PA

Full-time - Mid Level

Remote - Philadelphia, PA

11-50 employees

Professional, Scientific, and Technical Services

About the position

The Client Success Manager at Clario plays a pivotal role in fostering and managing client relationships, ensuring the successful delivery of clinical trial projects. This position is integral to the company's mission of providing innovative clinical trial endpoint technology solutions. The Client Success Manager is responsible for overseeing all project and study activities, ensuring that timelines are met and that the quality of data is maintained, which is crucial for securing repeat business from assigned customers and projects. In this role, the Client Success Manager acts as the primary liaison between Clario's various departments, including Customer Operations, Product Management, and Research & Development, and the clients. This position requires a deep understanding of the client's organization, including their reporting structures, culture, and product pipelines, which can provide valuable insights for Clario. The Client Success Manager is also tasked with identifying new opportunities to enhance Clario's value within the account, thereby contributing to the overall growth of the business. The responsibilities extend to ensuring that the project teams are performing optimally, managing risks, and addressing any issues that may arise during project execution. The Client Success Manager is expected to conduct regular meetings with clients and internal teams to discuss project status, risks, and opportunities for improvement. Additionally, this role involves the continuous improvement of customer health metrics, which includes monitoring bookings, revenue, and client satisfaction scores. The Client Success Manager will also be involved in governance and special projects that demonstrate Clario's value to its customers, ensuring that the company meets its departmental and organizational goals.

Responsibilities

• Assist with increasing business growth and improve customer service by understanding the client environment and client needs and working to achieve overall client goals.
• Member of Oversight/Operations Committees for assigned Customers as requested.
• Ensures oversight and maximize performance of project team's planning, execution and risk management.
• Measures project progress, risks and trends using a metrics and KPI approach to achieve project milestones delivery in the assigned portfolio.
• Identifies and maximizes opportunities to secure repeated business, removes or mitigate risks, and issues in existing projects to achieve repeated business.
• Organizes regular face-to-face and remote liaison with Customer and PM/PDM/Ops teams to review and discuss risks, study status, opportunities for newly awarded projects, improved delivery, increased profitability, quality and client satisfaction.
• Is the first point of escalation (internal and external) for resolution of issues and conflicts.
• Work with the Client Team to increase customer satisfaction by assuring proper management and control of all Clario projects.
• Ensuring Client has input into the planning and development of the Clario program.
• Ensuring Client is routinely informed of Clario program status and timelines.
• Ensuring proper and effective internal and external client communications.
• Ensuring project scope is managed by the project team, and out of scope are identified in a timely fashion with the customers.
• Own and drive the continuous improvement of customer health metrics which includes, but is not limited to: Bookings, Revenue, Outstanding accounts receivables, Outstanding change orders, Opportunities to increasing utilization of all Clario service lines, Open CAPA's and escalated study issues, Net Promoter Score.
• Conduct internal and external Client Success Management meetings with applicable reports as needed for all assigned clients.
• Will manage governance and special projects to demonstrate Clario value to customers.
• Provide reports to Supervisor as requested.
• Assist with departmental and company goals and objectives.
• Contribute to the development and improvement of processes and tools.
• Ownership of the operational strategy of new bids and bid defense meetings.
• Provide feedback on new proposals as requested.

Requirements

• Bachelor's Degree (preferably in a technical or computer related field).
• 3-5 years of experience in Account Management.
• Pharmaceutical industry knowledge; worked in or consulted to the industry for a minimum of 3 years across multiple clinical data capture functions.
• Operational knowledge of Clinical Trials data collections.
• Deep understanding of Clario's (or similar organization's) current and service offerings.
• Excellent oral and written communication skills.
• Comfortable interacting and making presentations to Directors/VPs at client sites.
• Financial competencies around sales and profitability.
• Strong customer focus and orientation.
• Ability to manage client interactions and influence client decisions.
• Excellent mentoring and people management/influencing skills.

Nice-to-haves

• Experience with clinical trial management systems.
• Familiarity with regulatory requirements in clinical trials.
• Project management certification (e.g., PMP).

Benefits

• Competitive compensation
• Medical, dental, and vision insurance beginning Day 1 of employment
• Flexible work schedules
• Attractive PTO plan
• Engaging employee programs
• Remote working