Job Description

• 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

Basic Qualifications (minimum requirements needed to perform this job)

• 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

Preferred Skills

• 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

Education and Work Requirements

• Bachelor’s degree required
• Travel requirements - up to 25% (potential travel once per quarter if needed)