Full-Time Engagement Manager, Data Aggregation

• 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

• Demonstrated ability to collaborate at all levels to get critical work done
• Proficient with Microsoft Windows and Microsoft Applications, including Excel
• Excellent verbal and written communication skills
• Strong analytical, problem-solving, organizational, and administrative skills
• Ability to work independently, as well as a team member, in a dynamic, fast-paced, and deadline-oriented environment
• Prior experience collaborating with all levels of the organization, and providing coaching and feedback
• Demonstrated success in developing relationships with colleagues and customers
• Excellent problem-solving and troubleshooting skills to perform root cause analysis
• A self-starter mentality, passionate about ensuring a positive customer experience
• Experience in querying tables using SQL
• Experience communicating technical specifications and developing technical specification documentation to define methods of implementation
• Experience providing training to internal and external stakeholders.

• 2+ years of experience in data aggregation, patient-level data experience preferred
• 3+ years of experience working in the pharmaceutical industry
• 2+ years of experience in a role responsible for customer success, or program or project management

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