Customer Success Manager (talent pool)
With a global footprint in more than 30 countries across the US, LATAM, Europe, and APAC, and physical offices in Ukraine, Poland, Estonia, India, and the USFull-Time
Salary not disclosed
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Job Details
- Languages
- Advanced English (verbal and written)
- Required Skills
- Project ManagementData AnalysisSalesforceReportingCross-functional collaboration
Requirements
- Advanced English (verbal and written)
- Client-facing experience
- Customer Onboarding
- Customer Retention Strategies
- Data Analysis and Reporting
- Cross-functional Collaboration
- Basic Project Management
- Sales and Upselling Techniques
- Customer Feedback Collection and Analysis
- Overall understanding how the Pharma market operates. How companies produce and sell their products
- Typical operations of a Pharma company [structure, how sales and marketing work, Global-to-Local]
- Digital in pharma
- Fundamentals of customer engagement
- Broad understanding of select products and services Viseven provides
- In-depth understanding of the specific tools you are expected to work with (eg briefing/intake form)
- Basic understanding of how we operate within a digital infrastructure that includes various platforms: DAM (ex. Veeva), CRM (Veeva/Salesforce, IQVIA, etc), Marketing automation (SFMC, Eloqua, etc)
Responsibilities
- Act as a strategic partner to clients, guiding them through digital transformation efforts, sharing market trends, and best practices, and leveraging the entire product and service portfolio to achieve maximum benefits mutually.
- Be the voice of a customer to internal teams.
- Offer expert advice on a whole portfolio of Viseven products and services, ensuring clients fully understand and utilize these solutions to achieve maximum benefits.
- Oversee initiatives across the portfolio, coordinating with internal teams to ensure successful execution.
- Coordinate onboarding of new customers, and monitor adoptions. Ensure the implementation plan is on track.
- Manage communication and keep all the stakeholders on the same page. Measure progress and ensure customer satisfaction.
- Drive adoption of platform/ways of working via supporting the onboarding process, providing help, advice, and consultancy to clients in the post-onboarding period.
- Identification and scoping of new opportunities by finding gaps, pain points, and covert to opportunities along with new opportunities.
- Support the Account team during the scoping of qualified opportunities.
- Perform regular status reviews, measure performance results against agreed KPIs, share feedback with all stakeholders, and plug gaps if any.
- Collaborate with internal teams, including but not limited to delivery, product, support, and account teams, to ensure a seamless customer experience.
- Support the Account team in the sales process and development of proposals.
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