Life Sciences Client Success Manager

$90,000 - $100,000/Yr

Press Ganey & Associates - Chicago, IL

Full-time - Mid Level

Chicago, IL

Professional, Scientific, and Technical Services

About the position

The Life Sciences Client Success Manager at PG Forsta plays a crucial role in ensuring revenue retention and growth through effective relationship management, strategic engagement, implementation oversight, and product adoption. This position is pivotal in guiding clients through their journey with the Press Ganey's Doctor.com platform, ensuring they achieve their goals and realize the value of the services provided. The manager will be responsible for managing a portfolio of Enterprise accounts, establishing themselves as a strategic and trusted advisor, and setting clear goals and process milestones for clients to work toward. In this role, the manager will conduct regular Business Reviews with clients, reflecting the program status in relation to their ongoing and evolving goals. They will constantly evaluate client risk, escalate issues when necessary, and keep internal stakeholders informed of any potential churn risks. The Life Sciences Client Success Manager will serve as the face of the brand, acting as the dedicated contact for client strategy, product adoption, engagement, and non-technical support. Additionally, the manager will proactively analyze and report on strategic engagement strategies with clients, ensuring maximum client retention through proactive renewal and risk management. Understanding how each customer measures ROI is essential, and the manager will be responsible for demonstrating meaningful outcomes to clients. This position requires a genuine enthusiasm for Life Sciences and an interest in understanding the inner workings of pharmaceutical companies and their brands, along with superior organizational and problem-solving skills.

Responsibilities

• Manage a portfolio of Enterprise accounts, establishing yourself as a strategic and trusted advisor.
• Conduct regular Business Reviews with all clients reflecting the program status as it relates to their specific ongoing and evolving goals.
• Constantly evaluate client risk, escalating when necessary and keeping internal stakeholders informed of any perceived issues that could lead to churn.
• Serve as the face of our brand, and the dedicated contact for client strategy, product adoption, engagement, and non-technical support.
• Proactively analyze, report on, identify and execute on strategic engagement strategies with clients through ad-hoc and scheduled cadence communications.
• Maximize client retention within your book-of-business through proactive renewal and risk management.
• Seek to understand how each customer needs to see ROI, and ensure we are demonstrating ROI and outcomes to them in meaningful ways.

Requirements

• 3+ years of successful experience in Customer Success.
• Bachelor's degree.
• Ability to operate in a fast-paced environment, managing multiple projects and requests simultaneously while prioritizing time and resources based on business need and impact.
• Excellent communication and presentation skills, including crafting strategic emails and compelling presentations.

Nice-to-haves

• A genuine enthusiasm for Life Sciences and an interest in understanding the inner workings of pharmaceutical companies and their brands.
• Comfort with ambiguity and evolving processes.
• A high sense of urgency and a positive attitude.

Benefits

• Competitive salary range of $90,000 to $100,000.
• Discretionary bonus or commission tied to achieved results.
• Comprehensive benefits package.