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Customer Success Manager

hace 1 semana

Medellín, Antioquia, Colombia Viseven A tiempo completo

Viseven Group is a leading global B2B MarTech service provider, empowering Pharma and LifeScience companies since 2009. Our mission is to drive digital transformation and excellence, offering comprehensive end-to-end software and digital marketing services tailored to the pharmaceutical industry. The company's solutions, products, and services are actively used by the top 100 Pharma and Life Science companies.

At Viseven, our rapidly growing team boasts over 700 highly skilled professionals, including experts in development, design, business analysis, project management, delivery, sales, marketing, and customer success.

With a global footprint in more than 30 countries across the US, LATAM, Europe, and APAC, and physical offices in Ukraine, Poland, Estonia, India, and the US, we are well-positioned to serve our diverse clientele.

Join us and become part of a pioneering team dedicated to shaping the future of digital transformation in Pharma and Life Sciences across more than 50 countries around the globe.

Role description:

We are looking for a proactive and responsible Customer Success Manager who will align and organize a cross-functional team for a specific complex project, acting as the proxy between the client team and production teams inside the organization.

Responsibilities:
  • Be a Valued Partner to Clients: Act as a strategic partner to clients, guiding them through digital transformation efforts, sharing market trends and best practices, and leveraging the entire product and service portfolio to achieve maximum benefits mutually. Be the voice of the customer to internal teams.
  • Product and Service Expertise: Offer expert advice on the whole portfolio of Viseven products and services, ensuring clients fully understand and utilize these solutions to achieve maximum benefits.
  • Orchestration: Oversee initiatives across the portfolio, coordinating with internal teams to ensure successful execution. Coordinate onboarding of new customers, monitor adoptions, ensure the implementation plan is on track, manage communication, and keep all stakeholders informed. Measure progress and ensure customer satisfaction, challenging customers if necessary.
  • Drive adoption of platform/ways of working by supporting the onboarding process and providing help, advice, and consultancy to clients in the post-onboarding period.
  • Identify and scope new opportunities by finding gaps and pain points, converting them into opportunities along with the Account team during the scoping of qualified opportunities.
  • Perform regular status reviews, measure performance results against agreed KPIs, share feedback with all stakeholders, and address any gaps.
  • Collaborate with internal teams, including delivery, product, support, and account teams, to ensure a seamless customer experience.
  • Support the Account team in the sales process and development of proposals.
Requirements:
  • Advanced English (verbal and written)
  • Client-facing experience
  • Customer Onboarding
  • Customer Retention Strategies
  • Data Analysis and Reporting
  • Cross-functional Collaboration
  • Basic Project Management
  • Sales and Upselling Techniques
  • Customer Feedback Collection and Analysis
  • Overall understanding of how the Pharma market operates, including production and sales
  • Typical operations of a Pharma company (structure, how sales and marketing work, Global-to-Local)
  • Digital in pharma
  • Fundamentals of customer engagement
  • Broad understanding of select products and services Viseven provides
  • In-depth understanding of the specific tools you are expected to work with (e.g., briefing/intake form)
  • Basic understanding of how we operate within a digital infrastructure that includes various platforms: DAM (e.g., Veeva), CRM (Veeva/Salesforce, IQVIA, etc.), Marketing automation (SFMC, Eloqua, etc.)
What we provide:

We know our team members are key to achieving our goals, so we value and empower them to share their vision. We reward this passion with exceptional benefits, including:

  • Competitive Compensation: Regular performance-based salary and career development reviews.
  • Experienced Team: Join a passionate, experienced team in a friendly atmosphere.
  • Career Growth: Opportunities for professional and career advancement.
  • Paid Time Off: 18 business days per year (20 business days after 2 years of service).
  • Sick Leave: Non-documented: 4 business days per year; Documented: 20 business days per year.
  • Family Leave: 3 paid business days for marriage, childbirth, or bereavement.
  • Medical Insurance: Comprehensive coverage.
  • English Courses: Learning opportunities to improve your language skills.
  • Professional Development: Participation in forums and conferences.
  • Corporate Events: Regular team-building activities and events.
  • Work Environment: Enjoy a comfortable, fully equipped office and the possibility to work from home.
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