Customer Success Manager

Viseven Group is a leading global B2B MarTech service provider, empowering Pharma and LifeScience companies since 2009. Our mission is to drive digital transformation and excellence, offering comprehensive end-to-end software and digital marketing services tailored to the pharmaceutical industry. The company's solutions, products, and services are actively used by the top 100 Pharma and Life Science companies.

At Viseven, our rapidly growing team boasts over 700 highly skilled professionals, including experts in development, design, business analysis, project management, delivery, sales, marketing, and customer success.

With a global footprint in more than 30 countries across the US, LATAM, Europe, and APAC, and physical offices in Ukraine, Poland, Estonia, India, and the US, we are well-positioned to serve our diverse clientele.

Join us and become part of a pioneering team dedicated to shaping the future of digital transformation in Pharma and Life Sciences across more than 50 countries around the globe.

Responsibilities:

Be a Valued Partner to Clients

• Be the expert in select product / service within the scope. Deeply understand Customer's needs and goals by which they can achieve maximum benefit with select services.
• Proactively advise customer on best practices, challenge existing solutions if there is a better option available, suggest improvements
• Understand customers AS-IS state, their strategy and desired outcomes. Pro-actively guide customers in their Digital Transformation journey and to higher maturity, inspire them with new ideas from our roadmap and foster exchanges of relevant good practice observed in the industry/with other clients
• Develop strategies for overcoming challenges together with internal team and with client (analyze the case, form solution, discuss with client). Keep track of possible risks, establish plan for their mitigation
• Act as the voice of the customer. Ensure feedback is transferred and considered by relevant Vi7 teams [production, R&D, support, etc]. Establish tracking to ensure agreed improvements are implemented.

Orchestrate collaboration throughout project lifecycle from initiation to execution and continuous improvement:

Scoping:

• Work in collaboration with Account Team to scope qualified opportunities and shape specific value proposition based on deep understanding of clients and broad knowledge of select Viseven products and services
• Support Account Team during yearly Account planning and Quarterly forecasting by leveraging your deep knowledge of the Customer to help capturing and quantify opportunities and their related phasing and costing.

Proposal:

• Support Account Team (together with DD) to scope and develop proposals based on understanding of client’s needs and requirements.
• Support the coordination of the proposal development working with in-scope delivery/product teams
• Support Account Team in Client presentation by articulation of the benefits

Delivery:

• Act as overall orchestrator of the implementation plan including set-up/onboarding of teams in partnership with Delivery Director
• Initiation (If defined as specific phase in the proposal):
• Drive Discovery sessions during project initiation to better understand stakeholders, their needs and current as-is status within assigned scope [region/franchises/brands]
• Prepare relevant materials for discovery sessions

Planning:

• Work in collaboration with Account and Delivery to set-up the full set of Customer Success Deliverables that you will then own and maintain up-to-date (Customer Success Plan, Customer Measurement Plan, Campaign & Content Plan; Implementation Plan; Identification of Opportunities)
• Conduct kick-off meetings with Clients to explain implementation plan and next steps

Execution:

• In collaboration with the Change & Training team get new customers onboarded into relevant processes and platforms. Regularly monitor adoption. Proactively find ways to overcome resistance
• Overall orchestration of implementation plan, ensure all activities are on track. Manage planning and timelines within assigned scope.
• Manage day-to-day communication with clients, manage escalations and work with account and delivery to resolve problems when they arise
• Be proactive in consulting clients and challenging them when needed. Rather than just taking requirements, analyze them and advise them on how to do better
• Coordinate team efforts to ensure customer satisfaction and delivery of desired outcome.
• Engage relevant Viseven specialists and subject matter experts when required.
• Ensure alignment among both external and internal stakeholders
• Keep documentation updated [Success plan, Content Plan, Status reviews, and another document relevant to specific account]

Review:

• Keep track of status, conduct regular internal and external progress reviews
• Measure performance results against agreed KPIs. Act and coordinate team efforts to remedy underperformance in case it occurs.
• Document learning & recommendations
• Ensure feedback distribution to relevant production, R&D, support teams
• Ensure proper tracking that agreed improvements are considered

Identification of new opportunities:

• Identify new opportunities based on customers' needs, as well as gap analysis / competition analysis
• Work with account teams to review, validate/qualify them and prioritize the ones to be taken to proposal stage (see Scoping & Proposal above)
• Beside commercial opportunities, document opportunities for improvements in Viseven products and/or services and relevant insights/feedback for the other teams

Collaboration with other Viseven teams

• Foster collaborative relationships across different teams within the organization (Accounts, Delivery, Change & Training, Marketing), ensuring clear roles and responsibilities and minimizing duplications of effort.
• Collaborate with product teams to ensure the client has the optimal setup, driving product adoption, addressing issues, and implementing custom improvements.

Requirements:

• Advanced English (verbal and written)
• Client-facing experience
• Customer Onboarding
• Customer Retention Strategies
• Data Analysis and Reporting
• Cross-functional Collaboration
• Basic Project Management
• Sales and Upselling Techniques
• Customer Feedback Collection and Analysis
• Overall understanding how the Pharma market operates. How companies produce and sell their products.
• Typical operations of a Pharma company [structure, how sales and marketing work, Global-to-Local]
• Digital in pharma
• Fundamentals of customer engagement
• Broad understanding of select products and services Viseven provides
• In-depth understanding of the specific tools you are expected to work with (eg briefing/intake form)
• Basic understanding of how we operate within a digital infrastructure that includes various platforms: DAM (ex. Veeva), CRM (Veeva/Salesforce, IQVIA, etc), Marketing automation (SFMC, Eloqua, etc)

What we provide:

We know our team members are key to achieving our goals, so we value and empower them to share their vision. We reward this passion with exceptional benefits, including:

Competitive Compensation: Regular performance-based salary and career development reviews.

Experienced Team: Join a passionate, experienced team in a friendly atmosphere.

Career Growth: Opportunities for professional and career advancement.

Paid Time Off: 18 business days per year (20 business days after 2 years of service).

Sick Leave:

Non-documented: 4 business days per year.

Documented: 20 business days per year.

Family Leave: 3 paid business days for marriage, childbirth, or bereavement.

Medical Insurance: Comprehensive coverage.

English Courses: Learning opportunities to improve your language skills.

Professional Development: Participation in forums and conferences.

Corporate Events: Regular team-building activities and events.

Work Environment: Enjoy a comfortable, fully equipped office and the possibility to work from home.