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ConcertAI · 3 days ago

Customer Success Lead, Commercial Enterprise Pharma

Greater Philadelphia

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

ConcertAI is at the forefront of revolutionizing healthcare with cutting-edge AI and data solutions. The Customer Success Lead will be responsible for managing the strategic partnership with a major pharmaceutical client, overseeing program management, driving innovation, and ensuring client satisfaction.

AnalyticsArtificial Intelligence (AI)BiotechnologyOncologyPharmaceuticalSaaS

Responsibilities

Build and maintain strong, long-term relationships with key stakeholders at the pharmaceutical company – across multiple functional areas. Act as the primary point of contact to ensure client satisfaction and loyalty

Oversee client communication pertaining to the progress of new initiatives, regular production, and data inquiries

Assist internal team in preparing for client status meetings to reporting status of inquiries, bugs, and ad-hoc requests

Work to understand client priorities and strategies and collaborate with internal project management teams and production delivery teams to prioritize deliverables

Independently work to identify additional opportunities for organic client growth across the ConcertAI suite of offerings

Work closely with Sales Executive to draft contracts for New Work Orders and SOWs

Oversee budgets and invoices and work with client contracting and finance teams to ensure timely and complete billing

Triage internally and provide exceptional client communication around client data Inquiries, bugs, and ad-hoc requests

Provide oversight and accountability for rapid responses and resolution from other internal stakeholders

Partner with client on multi-vendor projects and initiatives, representing ConcertAI capabilities and requirements

In partnership with internal experts, provide suggestions, recommendations, and creative solutions to address client challenges proactively

Serve as an onsite presence to promote the value of the ConcertAI partnership with key and new stakeholders

Collaborate with the client to understand their strategic goals and develop plans to achieve them using the company’s data and analytics capabilities

Assist client partners in budget planning and cost segmentation

Lead quarterly meetings with client senior leadership to promote innovation, review performance, and align on strategic priorities

Qualification

Client relationship managementCommercial ExcellencePatient ServicesData aggregationMicrosoft Office SuiteCRM softwareExceptional customer serviceLeadership in matrixed environmentProblem solvingCommunication skills