Customer Engagement Manager

This is a fully remote position, open to applicants in Pennsylvania.

📋 Description

• Take charge of the complete resolution process for intricate customer data inquiries and challenges.

• Facilitate cross-departmental resolutions by foreseeing obstacles and responding based on impact assessments.

• Prepare, present, and follow up on Quarterly Business Reviews for corporate and enterprise clients.

• Analyze performance metrics and propose strategic recommendations.

• Conduct customer satisfaction assessments and ensure scores meet or exceed company benchmarks.

• Improve data processing and efficiency by analyzing data architecture and its application.

• Lead the analysis of process flows and redesign when necessary.

• Champion customer interests, articulate the advantages of IntegriChain services, and promote product utilization.

• Oversee communication regarding timelines, change requests, and project status updates for corporate client initiatives.

• Identify and manage responses to customer churn risks while owning the action plans.

• Create, document, train, and refresh customer-related processes.

• Collaborate with subject matter experts, developers, and QA teams to produce analytics and reports.

• Direct project plans for custom requests and enhancements, monitor progress, and ensure timely execution.

• Spearhead training, documentation, and delivery initiatives.

• Mentor and develop junior team members across 2-3 modules.

• Define, document, and obtain approval for reporting requirements, analytical frameworks, reporting structures, and data marts.

• Assess and recommend technologies or procedural adjustments.

• Guide Customer Engagement Associates in account management, problem resolution, and customer communication.

• Suggest process enhancements that eliminate inefficiencies within departments.

• Establish customer situational awareness and document knowledge within the initial 90 days.

• Attain mastery of IntegriChain’s data pipeline and pharmaceutical trade data types.

• Develop a technical comprehension of Distribution and Patient product offerings within six months.

• Achieve proficiency in products or modules, increasing customer engagement with key products and analytics quarterly during the first year.

⛳️ Requirements

• Minimum of 3 years of analytics experience, ideally in the pharmaceutical sector.

• At least 4 years in a customer engagement, customer success, or account management position.

• Proven ability to cultivate trusted relationships, resolve escalations, and influence outcomes among internal and external stakeholders.

• Preferred: experience with a SaaS provider and familiarity with support models.

• Valid US work authorization that does not currently or in the future require visa sponsorship from IntegriChain.

🏝️ Benefits

• Excellent and affordable medical benefits.

• Student Loan Reimbursement.

• Flexible Paid Time Off.

• Paid Parental Leave.

• 401(k) Plan with a Company Match.

• Comprehensive Learning & Development opportunities.

• Access to over 700+ development courses at no cost to all employees.