Full-Time Vice President Client Success

The Client Success Management (CSM) Leader will be responsible for developing and executing strategies to retain and grow client accounts. This role involves understanding services provided to clients, client needs/requirements; establishing and managing relationships; understanding the evolving biopharmaceutical industry and impact these factors might have on our clients; and identifying opportunities for support and service expansion. This person will be an individual contributor as well as leader of a small team. The team will be dedicated to CSM, ensuring client satisfaction and mitigating competitive risks.

The role will involve close collaboration with the entire Compliance Services leadership team and interaction with Client Managers/Project Leads supporting each client. Our portfolio of Global Integrated Compliance services includes Medical Affairs services, Medical Information, Pharmacovigilance, Regulatory Affairs, and Quality services.

Essential Duties and Responsibilities:

• Establish and lead the CSM function.
• Create a detailed framework and process for effective CSM, working closely with Compliance Services leadership and Client Managers/Project Leads.
• Implement required tools and establish collaboration mechanisms within Compliance Services and other stakeholders across EVERSANA.
• Implement detailed account stakeholder mapping, account heat maps, and other tools to understand account health.
• Coordinate meetings to understand client business needs with delivery teams and clients.
• Revise services and contracts accordingly.
• Develop and implement strategies for client retention and growth.
• Implement mechanisms to capture competitive intelligence and customer dynamic changes.
• Implement strategies to mitigate competitive threats.
• Maintain a robust contract tracker.
• Create and execute communication strategies for contract renewals.
• Identify growth initiatives within existing and new accounts.
• Follow-up with clients about new services and expand areas of support.
• Collaborate with the commercial team.
• Identify, participate in, and drive key engagement strategies with clients.
• Build templates, communication plans, and engagement strategies.
• Collaborate on initiatives like quarterly newsletters.
• Promote thought leadership within the industry.
• Revamp slides and develop strategies to communicate and promote enhanced technologies and service expansion.
• Implement and achieve key CSM KPIs (client health score, retention rate, renewal rate, NPS, revenue growth, deeper client relationships, improved revenue predictability).
• Develop a pipeline of excellent talent.
• Plan, organize, and coordinate projects.
• Demonstrate a commitment to diversity, equity, and inclusion.
• Other duties as assigned.

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