Customer Engagement Manager

🔥 0 minutes ago

🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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IntegriChain

WebsiteLinkedInAll Job Openings

501 - 1000 employees

⚕️ Healthcare Insurance

💊 Pharmaceuticals

☁️ SaaS

💰 Private Equity Round on 2016-03

Healthcare Insurance • Pharmaceuticals • SaaS

IntegriChain is a leading provider of data-driven solutions designed to enhance pharmaceutical commercialization and market access. The company offers an extensive platform that integrates strategy, data, applications, and infrastructure, specifically tailored to support therapy commercialization. IntegriChain provides analytics, applications, and managed services that help pharmaceutical manufacturers optimize the reach and profitability of their drugs by harnessing channel, patient, and payer data. Their services include strategy and operational consulting, covering key aspects such as contracts, pricing, patient access, distribution, and logistics.

📋 Description

• Own end-to-end resolution of complex customer data questions and issues; drive cross-functional resolution by anticipating roadblocks and taking action based on impact analysis • Own the preparation, delivery, and follow-through of Quarterly Business Reviews for both corporate and enterprise accounts, including performance data analysis and strategic recommendations • Deliver regular customer satisfaction evaluations and ensure customer satisfaction scores remain at or above the company defined standard; Enhance ongoing data processing and deliver efficiencies through critical analysis of data architecture and usage via applied continuous improvement • Drive process flow analysis and process redesign when applicable • Understand each customer's business needs and pain points, act as our advocate to explain the value IntegriChain services provide, and drive usage of the products to which the customer subscribes • Manage the communication of timelines, change requests, and status reports of all corporate customer associated projects • Proactively identify, escalate, and lead the response to customer churn risks; develop and own action plans to address concerns, leveraging cross-functional teams and data-driven reasoning to influence outcomes; Develop, document, train and update processes as they relate to the customer • Collaborate with subject matter experts, developers and QA teams to manage delivery of newly defined analytics and reports from start to finish • Lead the creation of project plans for custom requests and enhancements; guide internal stakeholders through task execution within assigned modules, track progress, and ensure timely team delivery • Lead training, documentation, and delivery efforts; coach and develop junior team members on best practices across 2–3 modules and share knowledge cross-functionally • Define, document, and gain customer approval for new and enhanced report requirements to provide analytical, reporting and data mart structures that enhance data visualization • Evaluate and recommend new technologies or process change that will enhance the current environment or provide greater business advantage • Coach and develop Customer Engagement Associates on account leadership, complex problem-solving, and customer communication; informally lead project pods or team initiatives as needed • Propose process improvements that eliminate toil within the department

🎯 Requirements

• Preferred: experience working for a Saas provider with knowledge of support models • 3+ years of analytics experience, preferably in the pharmaceutical industry • 4+ years in a customer engagement, customer success, or account management role; demonstrated ability to build trusted relationships, resolve escalations, and influence outcomes across internal and external stakeholders

🏖️ Benefits

• Excellent and affordable medical benefits + non-medical perks including Student Loan Reimbursement • Flexible Paid Time Off • Paid Parental Leave • 401(k) Plan with a Company Match