• Full Time
  • Toronto

conversationHEALTH

Hi! We’re conversationHEALTH, a part of Real Chemistry, a global health innovation company powering millions of A.I conversations – making the world a healthier place for all. Our SaaS products and consulting services are helping pharmaceutical and biotech companies reimagine how they engage Health Care Practitioners, patients, and consumers.
conversationHEALTH was built to drive engagement, help educate, and support health stakeholders, all of which are critical to ensuring successful health outcomes. Our clients are all Top 30 Pharmaceutical and Biotech companies, and our work is targeted to supporting Enterprise customers globally.

The Customer Success Manager is the steward of customer relationships at conversationHEALTH, supporting the Customer Success Director and the broader Customer Success Team with a focus on delivering customer’s overall success.

This role can be fully remote in Canada or in our Toronto, Canada office.  This role can also be fully remote in the U.S. or can be in any of our U.S. offices, including New York City, Chicago, Boston, Philadelphia or Florham Park, NJ.

Responsibilities

    • Support day-to-day engagement with customers, liaising and coordinating back with the implementation team
    • Grow conversationHEALTH solution(s) with existing customers
    • Maximize customer satisfaction and advocacy
    • Drive strong renewal rates for Managed Services and Licensing
    • Identify expansion opportunities in partnership with the Business Development team
    • Support the day-to-day account management and communication for existing, as well as prospective clients to maintain and expand business
    • Maintain a detailed record of all client interactions, projects, and progress while conducting and leading regularly scheduled client meetings
    • Work cross-functionally with project management, product, and delivery teams to coordinate activities and deliver on client needs
    • Support the development of business development assets, proposals, and scopes
    • Help track and analyze virtual agent performance data on a cadenced basis
    • Serve as the voice of the customer by contributing to knowledge, feedback, and support to the product management team
    • Help drive customer success outcomes to ensure that every conversationHEALTH customer realizes the value and achieves desired business outcomes evidenced through predetermined, strategic KPIs and metrics
    • Contribute to the development of new processes, both internally at conversationHEALTH and externally with our customers, to accelerate speed to value for our customers

Requirements

    • 2-3 years’ experience in client-facing customer success, community management, account management and/or consulting experience in Life Sciences
    • Comfort with the ambiguity of a rapidly growing business
    • Ability to work autonomously and prioritize time effectively to ensure client needs are met while balancing internal demands
    • Technically savvy and comfortable with a product-driven environment
    • Excellent communication skills and presence
    • Creative problem solving that inspires employees and customers
    • Experience with PAAB or other pharmaceutical regulatory process a plus

To apply for this job please visit jobs.lever.co.