Client Success Manager

Description

Are you seeking a purposeful and rewarding Client Success career opportunity within the Clinical Trials technology space?

Our global client success team is growing, and with big ambitions and a clear vision for the future, now is the time to join them as a Client Success Manager in Europe.

What we offer:

• Competitive compensation + performance bonus
• Attractive benefits (security, flexibility, support and well-being)
• Engaging employee programs
• Technology for remote, hybrid working and great onsite-facilities

What you’ll be doing:

We are seeking an experienced Client Success Manager to effectively lead designated client accounts, associated deliverables and the overall client relationship across all Clario Business Units.   As a Client Success Manager, you will play a pivotal role in ensuring the satisfaction and retention of our valued clients. Your primary objective will be to build and maintain strong relationships with clients, understanding their needs, and guiding them towards achieving their business objectives with our products and services. You will serve as the main point of contact for clients, providing exceptional support, addressing inquiries or concerns promptly, and offering tailored solutions to enhance their experience. Additionally, you will collaborate closely with internal teams such as sales, product development, and customer support to advocate for client needs, drive product improvements, and ensure seamless delivery of services. The ideal candidate will possess excellent communication and interpersonal skills, a proactive and customer-centric approach, and a strong ability to analyse data and metrics to measure client success and identify areas for improvement.

• Development and execution of account plans to support increasing business growth and an enhanced customer service by understanding the client environment and client needs.
• Develop and lead the governance structure and engagements for all assigned accounts, ensuring that appropriate meeting forums are established, the Client and Clario are maximizing value from each engagement & that client expectations are managed effectively; ensuring that performance, risk, escalation and delivery are all managed to meet customer expectations.
• Ensure that oversight of operational delivery is in place and meeting client expectations.  Partner with internal stakeholders to monitor account health & manage opportunities to improve on delivery performance.
• Monitor account risks and ensure appropriate mitigation practices are implemented, protecting the integrity of Clario services & client expectations.
• Collaborate with sales to expand client engagement and develop opportunities for business development and partnership growth.
• Oversee and where applicable lead client specific projects (of various nature) to ensure on time and robust delivery to Clario management & client expectations.

What we look for:

• Degree+ level education
• 8+ years experience servicing the pharmaceutical industry
• 6+ years experience in direct customer facing leadership roles
• Preferable balance of commercial and operational experience
• Strong knowledge of clinical data end point collection
• Ability to work independently, navigate the unknown, and proactively solicit support where needed.
• Ability to communicate & collaborate confidently at various levels including but not limited to C+ suite, Quality, Medical, R&D and tactical teams.
• Ability to prioritize and adapt to changes in prioritization.
• Be capable of reading personality types and adjusting approach to foster positive collaboration
• Proven account management skills with strong commercial acumen & focus on CSAT.
• Ability to learn and apply thought leadership to develop and execute short and long term strategies.
• Be assertive, logical and diplomatic in the management of conflict, disagreement and solution development.
• Excellent soft skills including:
  • communication (written and spoken),
  • organization,
  • adaptability,
  • emotional intelligence,
  • strategic thinking,
  • relationship management.

At Clario, we put people first, always. We are united and driven by patients, committed to making a difference, and we are always looking for the best talent to help us transform lives. We value the contribution each of our people brings. It’s only through our people that we can continue to innovate technology that will shape the future of clinical trials.