Customer Engagement Manager

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

📋 Description

• Take ownership of the comprehensive resolution of intricate customer data inquiries and issues.

• Facilitate cross-functional resolutions by predicting obstacles and taking proactive measures based on impact assessments.

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

• Analyze performance metrics and offer strategic recommendations.

• Conduct regular evaluations of customer satisfaction and maintain scores at or above company benchmarks.

• Improve data processing and enhance efficiencies through a thorough analysis of data architecture and utilization.

• Lead the analysis of process flows and redesign processes as needed.

• Comprehend customer business requirements and challenges, advocate for IntegriChain services, and promote product utilization.

• Manage communication regarding timelines, change requests, and status updates for corporate customer initiatives.

• Identify, escalate, and spearhead responses to risks of customer churn.

• Develop, document, train, and update customer-related procedures.

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

• Oversee project plans for custom requests and improvements, monitor progress, and ensure timely completion.

• Lead training, documentation, and delivery initiatives.

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

• Define, document, and secure customer approval for reporting requirements, analytics, reporting, and data mart frameworks.

• Assess and recommend technological or process adjustments.

• Mentor Customer Engagement Associates on account leadership, complex problem resolution, and effective customer communication.

• Suggest process enhancements that minimize departmental toil.

⛳️ Requirements

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

• 3+ years of analytics experience, ideally within the pharmaceutical sector.

• 4+ years in a customer engagement, customer success, or account management capacity.

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

• Capability to master IntegriChain's data pipeline and pharmaceutical trade data types.

• Technical knowledge of IntegriChain's Distribution and Patient product offerings and their use cases.

• Proficiency in working with data architecture, data processing, analytics, reporting, and data mart frameworks.

• Experience collaborating with subject matter experts, developers, and QA teams.

• Ability to mentor and develop junior team members.

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

🏝️ Benefits

• Excellent and affordable medical benefits.

• Student Loan Reimbursement.

• Flexible Paid Time Off.

• Paid Parental Leave.

• 401(k) Plan with a Company Match.

• Robust Learning & Development opportunities.

• Over 700+ development courses available free to all employees.