ADVANCE®AI
Customer Success Manager
JOB TITLE | DEPARTMENT | Customer Success | |
LOCATION | Hybrid Based | CONTRACTUAL HOURS | |
LINE MANAGER | VP Customer Success | ||
ABOUT ADVANCE®AI | |||
This is an exciting opportunity to join a rapid growth company that will significantly change the way pharmaceutical companies collect and analyse field insights. · ADVANCE®AI is an exciting new technology-based SaaS company in the pharmaceutical service sector · The core service has been developed in collaboration with IBM, the original innovators in Artificial Intelligence (AI) and still one of the world’s leaders in continually developing this technology · ADVANCE®AI provides pharma leaders everyday visibility of the quality of the conversations taking place between their field-based teams and Health Care Professionals (HCPs) · This everyday visibility is provided on KPI dashboards that are updated daily in real-time · Data is collected using AI, rather than humans, to observe and record the conversations, which is converted into data that provides invaluable insights on campaign execution, selling skills deployment and evolution in call outcome. | |||
SUMMARY/PURPOSE OF THE POSITION | |||
Working closely with the Vice President (VP) and Directors of Client Relations the CSM provides leadership in managing multiple ADVANCE®AI projects. The CSM is accountable for the successful management and completion of assigned ADVANCE®AI projects coordinating activities internally and acting as the primary client contact to ensure all aspects of the contract and Scope of Work are achieved. They will ensure that the configuration, rollout, and ongoing development of client specific ADVANCE®AI platforms are progressed according to client needs and expectations. Responsible for identifying new opportunity leads and advancing through the sales process to expand the use of ADVANCE®AI aligned to the company strategy. | |||
KEY ACCOUNTABILITIES | |||
Account management activities across global clients to ensure an excellent service is received. • Account management activities across global clients to ensure organic growth by prospecting opportunities with other brands and countries. • Proactively shape and develop long-term relationships with clients at multiple levels within the client organisation and across different functions. • Understand client needs and requests to ensure we are delivering to meet their expectations at all times. • Business development support includes planning and preparation for client meetings, attendance, and contribution at business development meetings as well as post meeting follow-up and proposal development as required. • End to end project management, including the communication and collaboration with internal colleagues and functions. • Proactively address client queries that may arise though project delivery. • Manage and prioritize timelines, calendars and expected delivery dates. • Ability to travel as necessary. | |||
KNOWLEDGE, ABILITIES AND EXPERIENCE | |||
ESSENTIAL | DESIRABLE | ||
· Account management/project management experience within Pharma/Biotech · Experience of working across Commercial and Medical Affairs teams · Ability to be able to clearly demonstrate success in previous roles · Must be motivated and agile to work in a fast-paced start-up culture · Confident self-starter – thrives on empowerment · Ability to build strong relationships with clients and internal colleagues across business functions · Capable of gaining trust quickly · Build a reputation for service excellence · Analytical – able to spot trends and make observational links · High attention to detail · Strong Microsoft Office knowledge required in PowerPoint, Word, and Excel · Must have excellent written and verbal skills including strong presentation skills · Excellent English skills | · Agency experience within Pharma/Biotech · Minimum of a BSc/BA in marketing, business, or life sciences · Proven Sales track record | ||
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