Full-Time Engagement Manager, Data Aggregation

IntegriChain is seeking a polished, data-savvy, detail-oriented professional to provide ongoing support to data aggregation customers - the largest life sciences and pharmaceutical companies in the world - who are implementing or are in a steady state with our data aggregation solutions.

This customer-facing role is the principal owner of the communication between customer accounts and IntegriChain.

Reporting to the Executive Director, Customer Operations, this individual will be responsible for relationship and program management, business analysis, and customer data support in adherence to our service-level agreements (SLAs).

The Senior Engagement Manager will manage a small portfolio of key customers that have invested significantly in IntegriChain’s products and services and could have highly customized and complicated deliverables.

• Manage client activities, tracking systems, and staff responsible for client support to ensure client programs meet or exceed expectations, enabling successful utilization.
• Work with key internal and external stakeholders to support the utilization of data aggregation solutions with a business focus.
• Serve as the customer's key point of contact, lending subject matter expertise to address key questions, and when needed, acting as liaison between client and internal teams to ensure a thorough understanding of questions and mutual alignment on solutions.
• Review and analyze customer requirements or issues and assist in developing functional resolution tools and/or work products.
• Design, structure, and deliver client presentations and work products appropriate to the audience's characteristics or needs.
• Assemble Service Level Agreements, Key Performance Indicators, usage, volume, and value stats for Executive Business Reviews.
• Evaluate and provide feedback regarding risks, quality, and overall probability of success to minimize negative impact on program objectives and deliverables.
• Present performance and quality status updates to key stakeholders (e.g., steering committee, senior management, project sponsor) to inform them of program status and gather program-related feedback.
• Participate in or lead internal teams that design, develop, and deliver Integrichain's solutions offerings and multidisciplinary, cross-functional projects.
• Gather task and resource requirements for non-standard requests or customizations, enabling creation of a change request and statement of work.
• Ensure prior execution experience and industry expertise are integrated into new program execution approaches from the initiation phase through ongoing support.
• Drive process flow analysis and process redesign when applicable
• Build customer relationships with senior-level executives and stakeholders
• Understand each customer’s business needs and pain points, act as our advocate to explain the value IntegriChain services provide, and drive usage of the products to which the customer subscribes
• Proactively communicate and escalate customer health and retention concerns, and lead the development of an action plan to address concerns
• Develop, document, train, and update processes as they relate to the customer
• Provide guidance and training to internal team members, acting as additional support on your accounts

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