Merative · 1 day ago

Client Success Manager

Remote – United States

Full-time

Remote

Senior Level

7+ years exp

Maximize your interview chances

AnalyticsHealth Care

Insider Connection @Merative

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Serve as primary point of contact, and manage account interactions, with selected Merative Clinical Development clients in the clients' adoption, expansion, and utilization of the platform. They will also lead and/or mentor team members in managing and driving the relationship, adoption and growth of their accounts.

Monitor communications with accounts, monitor account health, and drive actions to strengthen and maintain client relationships. Mentor team members to achieve comparable objectives for portfolio of clients.

Establish and manage interactions with clients, including business development opportunities, user engagement opportunities, responses to customer inquiries and escalations, and enabling / maintaining reference information to make available to clients.

Solicit client feedback, including client needs / enhancement requests, along with business rationale, back to the Merative team

Support business development as a consultative subject matter expert, identifying client business objectives, explaining best practices, documenting and demonstrating product capabilities and use cases

Track, manage and execute post-sale commercial agreements, including changes and custom services. Ensure that assigned clients leverage new features as appropriate

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Clinical trial experienceCustomer success experienceClient services deliveryProject management skillsTask management skillsFormal people managementAccount managementDigital account managementRelationship buildingTechnical writing

Required

7+ years in the clinical trial industry and/or experience in a customer success and/or client services delivery role within the Life Sciences Industry

Personal interest in client service and client success; enjoy working with people, with natural and effective communication and relationship building skills.

Analytical skills; methodical and detail-oriented planner and problem-solver; ability to identify root causes.

Strong project-management and client-management skills. Strong, influential written and verbal communication skills, with some technical writing experience.

Proactive, with excellent prioritization and task management skills; ability to manage multiple projects simultaneously

Bachelor’s degree required

Travel requirements - up to 25% (potential travel once per quarter if needed)

Preferred

10+ years in the clinical trial industry and/or experience in a customer success and/or client services delivery role in the Life Sciences Industry

Formal people management experience in customer success or delivery role

Demonstrated track record of account management, account service and account growth with experience in a multi-client and / or digital account management setting