Client Success Manager

The Client Success Manager assumes a lead role in the development of client relationships focusing on the management of all project/study activity and is accountable for creating and maintaining client relationships, to secure repeat business with assigned Customer(s)/Projects/Portfolios through successful delivery of project timelines and quality data whilst maintaining bid profitability.

The Client Success Manager facilitates the interaction between Clario’s Customer Operations, Product Management, Research & Development (R&D) and their assigned customers and functions as the clients´ advocate. The Client Success Manager is responsible for achieving functional goals in accordance with the company mission and objectives, including hiring, resourcing, training and evaluating staff performance, to ensure delivery of projects and technical competence and compliance.

The Client Success Manager gathers knowledge of the client’s organization, reporting structures and procedures, culture, expectations, product pipelines, and other pertinent information about the accounts which could be of value for Clario, while managing the client relationship in conjunction with BD and identifies new opportunities to expand on Clario’s value within account.

What we offer:

• Competitive compensation
• Medical, dental, and vision insurance beginning Day 1 of employment
• Flexible work schedules
• Attractive PTO plan
• Engaging employee programs
• Remote working

What you’ll be doing:

• Assist with increasing business growth and improve customer service by understanding the client environment and client needs and working to achieve overall client goals.
• Member of Oversight/Operations Committees for assigned Customers as requested.
• Ensures oversight and maximize performance of project team’s planning, execution and risk management.
• Measures project progress, risks and trends using a metrics and KPI approach to achieve project milestones delivery in the assigned portfolio.
• Identifies and maximizes opportunities to secure repeated business, removes or mitigate risks, and issues in existing projects to achieve repeated business.
• Organizes regular face-to-face and remote liaison with Customer and PM/PDM/Ops teams to review and discuss the following: risks, study status, opportunities for newly awarded projects, improved delivery, increased profitability, quality and client satisfaction.
• Is the first point of escalation (internal and external) for resolution of issues and conflicts.
• Work with the Client Team to increase customer satisfaction by:
  • Assuring proper management and control of all Clario projects.
  • Ensuring Client has input into the planning and development of the Clario program.
  • Ensuring Client is routinely informed of Clario program status and timelines.
  • Ensuring proper and effective internal and external client communications.
  • Ensuring project scope is managed by the project team, and out of scope are identified in a timely fashion with the customers.
• Own and drive the continuous improvement of customer health metrics which includes, but is not limited to:
  • Bookings
  • Revenue
  • Outstanding accounts receivables
  • Outstanding change orders
  • Opportunities to increasing utilization of all Clario service lines.
  • Open CAPA’s and escalated study issues.
  • Net Promoter Score.
• Conduct internal and external Client Success Management meetings with applicable reports as needed for all assigned clients. This may also include the provision of reports and metrics to the client as requested.
• Will manage governance and special projects to demonstrate Clario value to customers (such as the action items that come out of business review meetings and areas of improvement at a higher process level).
• Provide reports to Supervisor as requested.
• Assist with departmental and company goals and objectives.
• Contribute to the development and improvement of processes and tools.
• Ownership of the operational strategy of new bids and bid defense meetings.
• Provide feedback on new proposals as requested.

 What we look for:

• Bachelor’s Degree (preferably in a technical or computer related field).
• 3-5 years of experience in Account Management.
• Pharmaceutical industry knowledge; worked in or consulted to the industry for a minimum of 3 years across multiple clinical data capture functions.
• Operational knowledge of Clinical Trials data collections.
• Deep understanding of Clario’s (or similar organization’s) current and service offerings.
• Excellent oral and written communication skills.
• Comfortable interacting and making presentations to Directors/VPs at client sites.
• Financial competencies around sales and profitability.
• Strong customer focus and orientation.
• Ability to manage client interactions and influence client decisions.
• Excellent mentoring and people management/influencing skills.
• Ability to travel 0-25%

EEO Statement

Clario is an equal opportunity employer. Clario evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status, or any other legally protected characteristic.