Position Overview
We are seeking an experienced and driven Account Manager to support large enterprise accounts within the life sciences industry. The ideal candidate will focus on client satisfaction, adoption, renewals, and strategic growth. Collaborating closely with the Implementation Manager, this role ensures seamless client experiences post-implementation, delivering value through regular business reviews, proactive support, and strategic engagement. The role also involves working with the product team for feature feedback and managing a Client Advisory Board to enhance product and client outcomes.
Key Responsibilities
Client Relationship Management
- Serve as the primary point of contact for assigned enterprise accounts, maintaining strong, long-term client relationships.
- Act as a trusted advisor, aligning clients' goals with solutions that drive adoption and success.
- Collaborate with internal teams to deliver client-focused solutions.
Quarterly Business Reviews (QBRs)
- Schedule and lead regular QBRs to assess client satisfaction, usage, and outcomes.
- Review key metrics, gather feedback, and propose strategies for optimization and growth.
- Develop action plans based on QBR outcomes to drive improvement and maintain client satisfaction.
Renewals and Growth
- Proactively manage contract renewals by engaging with clients well in advance of expiration dates.
- Identify upsell and cross-sell opportunities aligned with client goals and objectives.
- Work with sales and leadership teams to develop tailored proposals for account expansions.
Adoption and Success
- Monitor client engagement and usage trends to identify risks or opportunities.
- Collaborate with the Implementation Manager to ensure successful onboarding transitions and resolve adoption challenges.
- Provide guidance and resources to maximize client utilization of products and services.
Feature Feedback and Product Collaboration
- Act as a liaison between clients and the product team, collecting and sharing feature feedback to drive product enhancements.
- Advocate for client needs by translating feedback into actionable insights for the product roadmap.
- Stay informed about product updates and ensure clients are leveraging new features effectively.
Client Advisory Board Management
- Establish and manage a Client Advisory Board, engaging key stakeholders from enterprise accounts.
- Organize and lead advisory board meetings to discuss product developments, gather insights, and foster collaboration.
- Leverage the advisory board to enhance client relationships and influence strategic direction.
Support and Advocacy
- Serve as an advocate for clients, working with internal teams to address and resolve challenges efficiently.
- Partner with the Implementation Manager and support teams to troubleshoot and provide resolutions.
- Gather client feedback and communicate insights to the product team for continuous improvement.
Qualifications
- Bachelor's degree in business, life sciences, or a related field; advanced degree preferred.
- 5+ years of experience in account management or customer success, preferably within the life sciences or SaaS industries.
- Strong understanding of life sciences transparency requirements and compliance (e.g., Sunshine Act).
- Familiarity with Concur Expense or similar systems is a significant plus.
- Exceptional communication, presentation, and interpersonal skills, with a client-centric approach.
- Proven track record of managing enterprise accounts, driving adoption, and achieving retention goals.
- Experience working with cross-functional teams in implementations, support, and product development.
- Proficiency in CRM and project management tools (e.g., Salesforce, Guide CX).
What We Offer
- Opportunity to work with a cutting-edge digital product tailored to the life sciences sector.
- Collaborative and innovative company culture.
- Competitive salary and benefits package.
- Professional development and growth opportunities.
Join us in empowering life sciences organizations to achieve success and compliance through exceptional account management! If you're passionate about client success, product collaboration, and creating long-term partnerships, we'd love to hear from you.