Vice President – Client Success Management, Compliance Services

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 670 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us!

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs.  We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.  

THE POSITION:

The Client Success Management (CSM) Leader will be responsible for developing and executing strategies to retain and grow client accounts. This role involves understanding services provided to clients, client needs / requirements; establishing and managing relationships; understanding evolving biopharmaceutical industry and impact these factors might have on our client; and identifying opportunities for support and service expansion. This person will be an individual contributor as well as leader of a small team that we will be setting up dedicated to CSM ensuring client satisfaction and mitigating competitive risks. This role will involve very close collaboration and partnership with the entire Compliance Services leadership team and interacting with Client Manager / Project Leads supporting each client. Our portfolio of Global Integrated Compliance services includes Medical Affairs services, Medical Information, Pharmacovigilance, Regulatory Affairs, and Quality services.

ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:

• Client Success Management:
  • Establish and lead the CSM function.
  • Create a detailed framework and process for effective CSM working closely with Compliance Services leadership team and interacting with Client Manager / Project Leads supporting each client. Implement required tools and establish collaboration mechanisms within Compliance Services and other stakeholders across EVERSANA. 
  • As part of the CSM framework, implement detailed account stakeholder mapping, account heat map, and other such tools to understand the 360-degree health of an account on an ongoing basis.
  • Coordinate meetings to understand client business needs / requirements with our delivery teams as well as clients. Revise services and contracts accordingly in collaboration with the delivery and contracts team.
  • At the right time, we should set up a small but highly effective CSM team. Strengthening the CSM function alongside the growth of Compliance Services. Until such time, work as an individual contributor setting and driving the CSM function successfully.
• Client Retention and Growth:
  • Develop and implement strategies for client retention and growth.
  • Implement effective mechanisms to capture intelligence, both competitive and changes in customer dynamics, within key accounts
  • Implement effective strategies to mitigate all potential competitive threats 
  • Maintain a robust contract tracker to highlight auto-renewals and upcoming renewals that should be accessible to all key internal stakeholders
  • Create and execute communication strategies for contract renewals (12, 9, 6, 3 months prior).
  • Work with the Compliance leadership team to identify growth initiatives within existing as well as new accounts (e.g. Focus on emerging biopharma companies, especially those with recent phase 3 trial readouts or NDA/BLA filings). Implement these strategies and drive growth results.
  • Follow-up and engage with clients regarding new services and expand areas of support. Collaborate closely with the commercial team.
• Engagement and Communication:
  • Identify, participate and drive key engagement and communication strategies with existing clients e.g. Business review meetings, Customer relationship review Meetings, Quarterly newsletters to clients etc.
  • Build templates, communication plans and strategy for engagement.
  • Collaborate with Compliance Services leadership and delivery teams on initiatives like
    • Quarterly newsletters to clients.
    • Promoting thought leadership within the industry.
    • Revamping slides and developing strategies to communicate and promote implementation and benefits of enhanced and newer technologies as part of our services, expansion of service portfolio etc.
• Implement and achieve key CSM KPI’s:
  • By being fully entrenched in our key accounts, covering the entire community of stakeholders that has influence on our current/potential business, define, implement and achieve key CSM KPIs
    • Client health score
    • Retention rate (and Churn rate)
    • Renewal Rate
    • NPS
    • Revenue growth
    • Deeper client relationships
    • Improved revenue predictability
    • Early detection of competitive and other risks
• Setting clear directions, effective plans, and measurable outcomes
• Ensuring work is accomplished effectively by managing self and team’s performance, work processes and other resources
• Developing a pipeline of excellent talent to fill future business needs
• Plans, organizes, and coordinates various projects, programs, and services.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias. 
• All other duties as assigned

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.

PEOPLE LEADER

People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values.  In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:

• Responsible for and oversee their respective department.
• Interview, select and supervise the activities of the department staff; communicate interpret and discuss with team the company policies and procedures.
• Determine job objectives, work methods and performance standards; review performance relative to departmental objectives discussion appraisal with each employee and performance; authorize and communicate salary changes, promotions, transfers, discipline, and discharge and administer all other personnel actions.

EXPECTATIONS OF THE JOB:

• Travel (50%)
• Hours (8 Hours per day, 5 days of the week)

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

The requirements listed below are representative of the experience, education, knowledge, skill and/or abilities required.

• Education Bachelor’s degree in business, Marketing, or related field. MBA preferred.
• Experience and/or Training Minimum of 15 years in Client Success Management, client relations, or business development. Experience in the life sciences industry is a must.
• Licenses/Certificates Miller-Heiman/Blue Sheets and other similar Client Success Management methodologies
• Technology/Equipment experience with customer retention solution platforms or centralized client oversight solutions or other client management technology solutions
• Experience and Skills
  • Thorough knowledge and understanding of CSM principles and framework.
  • Hands-on experience of setting up and running CSM teams within life sciences industry.
  • Highly collaborative individuals with ability to work with leaders who run a service-portfolio with varied needs and initiatives across our services.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Strategic thinking and problem-solving abilities.
  • Proficiency in data analysis and metrics interpretation.
  • Proactive and results oriented.
  • Ability to work independently and as part of a team.
  • Strong organizational and time management skills.
  • Adaptable and able to thrive in a fast-paced environment.

PHYSICAL/MENTAL DEMANDS AND WORKING ENVIRONMENT:

The physical and mental requirements along with the work environment characteristics described here are representative of those an individual encounters while performing the essential functions of this position.

Office: While performing the essential functions of this job the employee is frequently required to reach, grasp, stand and/or sit for long periods of time (up to 90% of the shift), walk, talk and hear; occasionally required to lift and/or move up to 25 pounds. The noise level in the work environment is usually moderately quiet, with frequent interruptions and multiple demands.

OUR CULTURAL BELIEFS:

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and empower others to act now.

Grow Talent I own my development and invest in the development of others. 

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful and timely dialogue.

Embrace Diversity I create an environment of awareness and respect.

Always Innovate I am bold and creative in everything I do.

EVERSANA is committed to providing competitive salaries and benefits for all employees. The anticipated base salary range for this position is $148,000 to $200,000 and is not applicable to locations outside of the U.S.  The base salary range represents the low and high end of the salary range for this position.  Compensation will be determined based on relevant experience, other job-related qualifications/skills, and geographic location (to account for comparative cost of living).  More information about EVERSANA’s benefits package can be found at eversana.com/careers.  EVERSANA reserves the right to modify this base salary range and benefits at any time.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by a qualified applicant or candidate with a disability, unless such accommodation would cause an undue hardship for EVERSANA. The policy regarding requests for reasonable accommodations applies to all aspects of the hiring process. If reasonable accommodation is needed to participate in the interview and hiring process, please contact us at [email protected].

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