Full-Time Senior Engagement Manager, Data Aggregation

Your mission at IntegriChain:IntegriChain seeks a polished, data-savvy, detail-oriented professional to support data aggregation customers (largest life sciences and pharmaceutical companies). This customer-facing role is the principal owner of communication between customer accounts and IntegriChain.

Reporting to the Executive Director, Customer Operations, responsibilities include: relationship and program management, business analysis, and customer data support adhering to service-level agreements (SLAs).

The Senior Engagement Manager will: manage a small portfolio of key customers with significant investments in IntegriChain’s products and services. The position requires experience with Patient-level data, ideally familiarity with SP data feeds, and the complexities and business perspective on patient data aggregation.

Key Responsibilities:

• Manage client activities, tracking systems, and staff responsible for client support.
• Work with internal and external stakeholders to support data aggregation solution utilization.
• Serve as customer's key point of contact, providing subject matter expertise and acting as a liaison between clients and internal teams.
• Review and analyze customer requirements/issues, developing resolution tools/work products.
• Design, structure, and deliver client presentations and work products.
• Assemble Service Level Agreements, KPIs, usage, volume, and value stats for Executive Business Reviews.
• Evaluate and provide feedback regarding risks, quality, and program success probability.
• Present performance and quality updates to stakeholders.
• Participate in internal teams designing, developing, and delivering solutions.
• Gather task and resource requirements for non-standard requests/customizations.
• Ensure execution experience and industry expertise are integrated into new programs.
• Drive process flow analysis and redesign when applicable.
• Build customer relationships with senior-level executives and stakeholders.
• Understand each customer's business needs and pain points.
• Proactively communicate and escalate customer health and retention concerns.
• Develop, document, train, and update processes.
• Evaluate and recommend new technologies/process changes.
• Provide guidance and training to internal team members.

Skills Required:

• Flexibility to support client needs and work Pacific Time hours.
• Ability to collaborate at all levels.
• Proficient with Microsoft Windows and applications (especially Excel).
• Strong verbal and written communication skills.
• Strong analytical, problem-solving, organizational, and administrative skills.
• Ability to work independently and as a team member.
• Prior experience collaborating with all levels of the organization.
• Demonstrated success in developing relationships.
• Excellent problem-solving and troubleshooting skills.
• Self-starter mentality, passionate about positive customer experience.
• Experience in querying tables using SQL.
• Experience communicating technical specifications and developing technical specification documentation.
• Experience providing training to internal and external stakeholders.

Experience Requirements:

• 3+ years in data aggregation, patient-level data preferred.
• 5+ years in the pharmaceutical industry.
• 3+ years in customer success, program, or project management.

IntegriChain Benefits: Mission-driven work, excellent/affordable medical benefits, non-medical perks (student loan reimbursement, flexible PTO, parental leave), 401k plan with match, robust learning/development.

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