Client Success Manager

ConcertAI - Plymouth Meeting, PA

Full-time

Plymouth Meeting, PA

Professional, Scientific, and Technical Services

About the position

The Client Success Manager at ConcertAI plays a pivotal role in ensuring the successful delivery of solutions to pharmaceutical clients. This position acts as a liaison between clients and internal teams, focusing on building strong relationships, understanding client needs, and identifying growth opportunities. The role encompasses overseeing the data production lifecycle, leading communication with clients, and ensuring high standards of service delivery throughout project execution.

Responsibilities

• Monitor the data production lifecycle and new projects for clients, ensuring timeliness and accuracy
• Lead internal and client communication pertaining to the progress of production and projects
• Collaborate with project management teams and production delivery teams to prioritize deliverables
• Accumulate information to diagnose, anticipate, and constructively solve issues
• Lead and conduct client quarterly business reviews
• Partner with the Account Executive on client project initiation and invoicing
• Assist Business Analysts in clients' approval of detailed Business Requirement Documents (BRD) and translation into functional specifications
• Strengthen the relationship between ConcertAI and its clients by ensuring clients obtain maximum value from products and services
• Identify and develop new sales opportunities within assigned clients

Requirements

• Must have a BA/BS or equivalent experience
• Must have at least 7 years' experience in account or client relationship management or similar role
• Must have proven experience problem solving and strong customer service skills
• Must have the ability to lead in a matrixed environment
• Must have the ability to communicate verbally and written to various levels in the organization and client base
• Experience in technology, with a focus on data aggregation preferred
• Proficiency in Microsoft Office Suite
• Experience with CRM software

Benefits

• Dynamic and inclusive work environment
• Competitive benefits
• Opportunities for personal and professional growth