Job Description

The Life Science division is an emerging and thriving division within Press Ganey. Our focus is to connect patients with best-matched specialists through a powerful physician finder built directly into Pharmaceutical and Med-Device websites. Press Ganey’s unparalleled find-a-doctor and appointment requesting technology drives physician visitation, adoption of medication or medical device, and loyalty to brands.

Job Overview

The Life Sciences Client Success Manager is responsible for revenue retention and growth through relationship management, strategic engagement, implementation oversight, and product adoption. You will ensure our clients are successful at every point in their ongoing and evolving journey with the Press Ganey's Doctor.com platform through reporting, scheduled performance evaluations, and understanding key marketing initiatives to drive growth and retention of pharmaceutical brands.

Duties and Responsibilities:

• Manage a portfolio of Enterprise accounts, establishing yourself as a strategic and trusted advisor, while setting clear goals and process milestones for the client to work toward.
• Comfortable establishing credibility with key customer decision makers and influencers at all levels of a Pharmaceutical company. You’re as comfortable talking to an entry-level employee as you are to a C-level executive
• • Conduct regular Business Reviews (quarterly, bi annually, or annually depending on client size and status) with all clients reflecting the program status as it relates to their specific ongoing and evolving goals
• Constantly evaluating client risk, escalating when necessary and keeping internal stakeholders informed of any perceived issues that could lead to churn
• Serve as the face of our brand, and the dedicated contact for client strategy, product adoption, engagement, and non-technical support
• Proactively analyze, report on, identify and execute on strategic engagement strategies with clients through ad-hoc and scheduled cadence communications (cadence dependent upon account size)
• Maximize client retention within your book-of-business through proactive renewal and risk management.
• Seek to understand how each customer needs to see ROI, and ensure we are demonstrating ROI and outcomes to them in meaningful ways

Competencies:

• A genuine enthusiasm for Life Sciences, and an interest in understanding the inner workings of pharmaceutical companies and their brands
• Superior organizational and problem solving skills
• Comfort with ambiguity; processes around you will be ever-evolving, and fast
• A constant internal commitment to exceed expectations
• You have a high sense of urgency and a positive attitude
• Excellent communication and presentation skills -- you can carefully craft strategic and nuanced emails, pull together a compelling powerpoint deck (enlisting and managing creative/design support when necessary), and can confidently stand up in front of a room of executives to deliver an engaging presentation
• Comfortable discussing and presenting data-driven insights
• Working data vocabulary: able to convey analytics needs internally, and confidently present data-driven reports externally

Qualifications

Minimum Qualifications:

• Ability to operate in a fast-paced environment, managing multiple projects and requests simultaneously while prioritizing time and resources based on business need and impact
• You are a people person who absolutely loves clients. You’re intrigued and energized by getting in the weeds, understanding their businesses as if they were your own, and presenting solutions to guide them toward their goals
• You have an unshakable confidence and instill deep trust within your clients by being both a great listener and a wise counselor
• 3+ years of successful experience in Customer Success

Education

• Bachelor’s degree

Additional Information

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class.

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information.

The expected base salary for this position ranges from $90,000 to $100,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.

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

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/

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