Customer Engagement Manager

Philadelphia, PA, United States

Job Description Job Description Company Description

IntegriChain is the data and application backbone for market access departments of Life Sciences manufacturers. We deliver the data, the applications, and the business process infrastructure for patient access and therapy commercialization. More than 250 manufacturers rely on our ICyte Platform to orchestrate their commercial and government payer contracting, patient services, and distribution channels. ICyte is the first and only platform that unites the financial, operational, and commercial data sets required to support therapy access in the era of specialty and precision medicine. With ICyte, Life Sciences innovators can digitalize their market access operations, freeing up resources to focus on more data-driven decision support. With ICyte, Life Sciences innovators are digitalizing labor-intensive processes – freeing up their best talent to identify and resolve coverage and availability hurdles and to manage pricing and forecasting complexity.

We are headquartered in Philadelphia, PA (USA), with offices in: Ambler, PA (USA); Pune, India; and Medellín, Colombia. For more information, visit www.integrichain.com, or follow us on Twitter @IntegriChain and LinkedIn.

Job Description

Your mission at IntegriChain:

lntegriChain is seeking a polished, data-savvy, detail-oriented professional to provide ongoing support to customers - the largest life sciences and pharmaceutical companies in the world - who are implementing or in a steady state with our software solutions.

This customer-facing role serves as the main driver of the communication between corporate (mid-tier and complex) customer accounts and lntegriChain, and as secondary support for enterprise (large) accounts. Reporting to the Lead, Customer Engagement, this individual will be responsible for business analysis, relationship management, data support, and project management for our customers in adherence with our service-level agreements (SLAs), and will support multiple customers/implementations simultaneously.

The position requires crisp account management skills: manage expectations, make and meet commitments, always deliver work of utmost quality on time, and communicate effectively throughout. The ideal candidate has a desire to establish an immediate rapport with our customers, help them solve business problems with our tools, and earn their trust with timely responses and excellent partnership.

It's a thrilling time to join the Customer Engagement team. lntegriChain's ongoing focus on continuously improving to delight customers puts this team at the intersection of strategic priorities and initiatives, and our customer's needs. This team owns reacting to customer needs, but also leads driving usage and adoption, training customers on how to get the most of tools, and onboarding them to lntegriChain's solutions. The team also is driving deeper into establishing customers' key performance indicators (KPls) that allow lntegriChain to demonstrate value.

Qualifications

What this role entails:

Provide front-line support to customers, including ownership of end-to-end resolution of customer data questions and issues

Coordinate, prepare and lead regular customer business reviews for corporate accounts; Provide lntegriChain and customer performance data analysis to assist in prep for Quarterly Business Reviews with enterprise accounts

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

Build customer relationships with senior level executives and stakeholders

Understand each customer's business needs and pain points, act as our advocate to explain the value lntegriChain 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 communicate and escalate customer churn concerns, and participate in developing an action plan to address concerns;

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

Produce a high-level project plan to match customer requirements for custom requests and enhancements, where applicable

Participate in training, documentation and delivery efforts in concert with other project team members

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

Provide guidance and training to the Customer Engagement Associates in regards to leading corporate accounts

Propose process improvements that eliminate toil within the department

What success looks like in this role:

Create and drive cross-functional resolution of JIRA stories pertaining to customer issues and questions; track and report status to customers

Complete quarterly documentation of manual internal or external processes that could be automated to reduce department toil

Document implementation and on-going support for all assigned Customers in Confluence

Develop technical understanding of all lntegriChain Distribution and Patient product offerings and their business use-cases within 6 months of start date

Develop expertise in pharmaceutical trade data types and lntegriChain's data pipeline for the Distribution segment within 3 months of start date

Develop expertise in a segment of lntegriChain value-add products within 12 months of start date

Increase customer usage of key products and analytics quarter over quarter

Create internal guides for one value-add product per quarter to aid account team members in customer trainings

Perform quarterly internal demos of customer training modules for evaluation

What you’ll bring to the table:

3-5 years experience in Bl and Data Modeling

Preferred: experience working for a Saas provider with knowledge of support models

3+ years of analytics experience, preferably in the pharmaceutical industry

2+ years in customer engagement, customer success or retention marketing role

Additional Information

What does IntegriChain have to offer?

Mission driven: Work with the purpose of helping to improve patients' lives!

Excellent and affordable medical benefits + non-medical perks including Student Loan Reimbursement, Flexible Paid Time Off and Paid Parental Leave

401(k) Plan with a Company Match to prepare for your future

Robust Learning & Development opportunities including over 700+ development courses free to all employees

IntegriChain is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to race, color, religion, national origin, ethnicity, age, sex, marital status, physical or mental disability, gender identity, sexual orientation, veteran or military status, or any other category protected under the law. IntegriChain is an equal opportunity employer; committed to creating a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

Our policy on visa sponsorship for US based positions: Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by IntegriChain.

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