Join a team dedicated to supporting the crucial mission of improving health outcomes.
At Merative, you can apply your skills – and grow new ones – with colleagues who have deep expertise in health and technology. Merative provides data, analytics and software for the health industry. Our clients include providers, health plans, employers, life sciences companies and governments around the world. With industry-leading products and focused innovation, we help customers improve decision-making and performance so that together, we drive real progress in health. Learn more at merative.com
The Client Success Manager (CSM) is responsible for managing account relationships with a portfolio of Merative Clinical Development clients and ensuring these SaaS customers are successful in adoption and utilization of the platform. In addition, the CSM shall be responsible for mentoring and leading Client Success Managers, in either a formal or informal people management capacity.
Job Description
- Serve as primary point of contact, and manage account interactions, with selected Merative Clinical Development clients in the clients' adoption, expansion, and utilization of the platform. They will also lead and/or mentor team members in managing and driving the relationship, adoption and growth of their accounts.
- Monitor communications with accounts, monitor account health, and drive actions to strengthen and maintain client relationships. Mentor team members to achieve comparable objectives for portfolio of clients.
- Establish and manage interactions with clients, including business development opportunities, user engagement opportunities, responses to customer inquiries and escalations, and enabling / maintaining reference information to make available to clients.
- Solicit client feedback, including client needs / enhancement requests, along with business rationale, back to the Merative team
- Support business development as a consultative subject matter expert, identifying client business objectives, explaining best practices, documenting and demonstrating product capabilities and use cases
- Track, manage and execute post-sale commercial agreements, including changes and custom services. Ensure that assigned clients leverage new features as appropriate
Basic Qualifications (minimum requirements needed to perform this job)
- 7+ years in the clinical trial industry and/or experience in a customer success and/or client services delivery role within the Life Sciences Industry
- Personal interest in client service and client success; enjoy working with people, with natural and effective communication and relationship building skills.
- Analytical skills; methodical and detail-oriented planner and problem-solver; ability to identify root causes.
- Strong project-management and client-management skills. Strong, influential written and verbal communication skills, with some technical writing experience.
- Proactive, with excellent prioritization and task management skills; ability to manage multiple projects simultaneously
Preferred Skills
- 10+ years in the clinical trial industry and/or experience in a customer success and/or client services delivery role in the Life Sciences Industry
- Formal people management experience in customer success or delivery role
- Demonstrated track record of account management, account service and account growth with experience in a multi-client and / or digital account management setting
Education and Work Requirements
- Bachelor’s degree required
- Travel requirements - up to 25% (potential travel once per quarter if needed)
It is the policy of Merative to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Merative will provide reasonable accommodations for qualified individuals with disabilities.
Merative participates in the federal E-Verify program to confirm the identity and employment authorization of all newly hired employees. For further information about the E-Verify program, please click here: http://www.uscis.gov/e-verify/employees
What We Do
Merative is a data, software and technology partner for the health and government social services industries, working with providers, health plans, employers, life sciences companies and governments.
With trusted technology and human expertise, the company works with clients to drive real progress. Merative helps clients orient information and insights around the people they serve to improve decision-making and performance.
Merative, formerly IBM Watson Health, became a new standalone company as part of Francisco Partners in 2022.
Learn more at merative.com
