At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us! 

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.  

THE POSITION:

The Supply Chain Account Manager, otherwise known as Client Success Manager (CSM), is the primary business and relationship manager for Channel clients. As a manager of accounts (from 5-10 clients), this role oversees the relationship and increasing service levels to attain Client Delight.

The Client Success Manager, in conjunction with the business operations leaders, establishes a highly effective business relationship within the client account. The CSM routinely evaluates client feedback, monitors issues/requests and coordinates assessment of services for their client accounts. This role works directly with Senior EVERSANA and client leadership. This position is responsible to establish regular touch points and business reviews including formal presentations on a regular basis.

Relationship Management:

• Develop exceptional relationships at all levels within the client account and EVERSANA.
• Proactive communication within various levels at the client site to identify issues, resolve issues, recommended solutions and offer new services (where needed).
• Manage with a sense of urgency and availability as the client advocate.
• Regular Business Review presentation creation and management including follow-up to complete deliverables.
• Develop strategic account plans for each assigned client (as deemed appropriate).
• Act as the internal champion within the Channel team expressing client needs and expectations.
• Understand the client agreement and how EVERSANA’s services align with contract obligations, while proactively discussing all issues that affect these obligations.
• Create and manage amendments as needed (includes discussing pricing and solutions with the client)
• Create executive summaries that can be used internally as well as with clients to outlines recommendations and findings.
• Manage client expectations.
• Enters and updates Sales Force.com (SFDC) as needed.

Implementation and Client Onboarding Management:

• Manages new client implementations, existing Channel client new service offerings and departures.
• Resolves project questions and issues in a timely manner to ensure timelines are met.
• Completes all necessary project management documentation, work plans, minutes, agendas and communications.
• Keeps team members appraised of targets and due dates while holding team members accountable.
• Provide routine updates to the client and internal team members.

Account Management:

• Utilization of PowerBI to analyze KPIs and service levels for each client and effectively communicate operational performance.
• Ability to analyze data and provide insights on performance to KPI targets.
• Establish plans with Operations for KPI’s which below target.
• Be familiar and work effectively in all applicable systems and standardized processes.
• Monitors client issues, requests to ensure strategic priorities are met.
• Manages client escalations directing the inquiry to the appropriate team member for investigation/resolution.
• Works cross functionally to ensure projects are delivered per client expectation.
• Distribute approved client communications.
• Conduct regularly scheduled touch base meetings with assigned clients (create and distribute minutes) including regular business reviews.
• Develop and update Client Account plans for key accounts.

Communication:

• Represents the company with clients, customers, vendors and business partners.
• Be an expert on EVERSANA Channel Management.
• Lead cross-functional teams as required and facilitate internal/external meetings.
• Manage internal and external conflict; be a problem solver.
• Creates a positive environment that encourages open and honest communication that is core to collaborative work relationships.

Travel:

• Expected to travel 15% of the time (EVERSANA facilities and/or client sites)

The above list reflects the general details necessary to describe the principle and essential functions of the position and shall not be construed as the only duties that may be assigned for the position.

An individual in this position must be able to successfully perform the essential duties and responsibilities listed above. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Minimum Qualifications: The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• A college degree in Business Administration or a related field.
• 5-10 years of account management experience (Healthcare or Pharmaceutical experience a plus).
• Proficiency using the following software/hardware: Microsoft Excel, Microsoft Word, Microsoft Outlook, Microsoft power point. The ability to learn and become proficient in company software packages. Experience in PowerBI a plus.
• Strong written, verbal, and interpersonal communication skills are critical to this position - and embodies a collaborative work style.
• Must be a good listener and able to respond to clients in a professional manner.
• The ability to work independently as well as working with management on key client issues.
• Excellent organizational skills with the ability to: perform detail-oriented work accurately, handle several assignments simultaneously, maintain confidential information, and produce reports in a timely manner.
• Exhibits an upbeat attitude, a genuine interest in others and a sense of humor. Energizes others and heighten morale through her/his attitude.
• Possesses the ability to develop and articulate ideas and information that generate understanding.
• Proves to be a professional of unquestionable integrity, credibility and character who demonstrates high moral and ethical behavior.
• Able to maintain high standards despite pressing deadlines; establish high standards and measures; do work right the first time and inspect material for flaws; test new methods thoroughly; reinforce excellence as a fundamental priority.
• Able to take action in solving problems with exhibiting good judgment and a realistic understanding of issues: able to use reason, even with dealing with emotional topics; review facts and weigh options.
• Able to prepare for emerging client needs, manage multiple projects; determine project urgency in a meaningful and practical way; use goals to guide actions and create detailed action plans; organize and schedule people and task.
• Able to act in accordance with established guidelines; follow standard procedures in crisis situations; communicate and enforce organizational policies and procedures; recognize and constructively conform to unwritten rules or practice.

Preferred Qualifications:

• Experience working within the pharmaceutical industry and directly with healthcare clients
• Experience collaborating and leading internal team members to resolve business issues/requests.
• Excellent interpersonal skills with the ability to productively negotiate with all levels of within a client, including C-Suite.
• Great people skills; fair, kind-hearted, energetic, client focused and be able to have fun.

#INC

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and hold myself accountable.

Embrace Diversity I create an environment of awareness and respect.

Grow Talent I own my development and invest in the development of others. 

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful, and timely dialogue.

Always Innovate I am bold and creative in everything I do.

All your information will be kept confidential according to EEO guidelines.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

Follow us on LinkedIn | Twitter