Client Success Manager

3 weeks ago

United Kingdom Sermo Full time
Client Success Manager - Spanish speaking

The MAG Client Success Team supports our pharmaceutical company and agency partners to deliver programs that enable them to reach and gather insights from their target HCP audience. You will manage the post-sale client relationship, delivering program success and driving client expansion, retention and renewal. You will be the key contact for clients, provide research support and act as a trusted advisor. You will coordinate with internal teams to ensure project goals are met within the prescribed time-frame, parameters, and scope.

Key Areas of Responsibility

General:

  • Deliver own projects to a high standard, ensuring project goals are achieved on time and within budget, and high client satisfaction ratings are attained
  • Manage your own workload with minimal supervision
  • Set an example to more junior team members and provide advice across client management, research and project management questions when required
  • Work with line manager and the Sales teams to drive client expansion, retention and renewal
Client Management:

· Primary day-to-day contact for assigned clients and projects

· Ensure overall client satisfaction by providing a positive experience with effective and timely delivery of all research programs

· Participate in kick offs and status meetings to move projects forward

· Understand client’s market research needs

· Define project goals at the onset of each project

· Proactively provide recommendations across Sermo market research services

· Participate in client facing training sessions for Sermo’s primary market research and analytics platform

· Provide insightful recommendations to client’s business questions

· Collaborate with internal stakeholders to effectively communicate issues, improvements and efficiencies in Sermo’s products, with the goal of continually improving client experience and success

· Track client utilization and balance of research credits using Sermo’s internal monitoring system

Research:

  • Ensure that the research methodology, instruments, and vendors for each assigned project are the best fit for achieving results
  • Fully understand the client’s business and project objectives for each assigned study
  • Evaluate and optimize quantitative surveys created internally and externally
  • Evaluate source data quality and accuracy; identify and resolve issues independently, escalate to client or internally when required
  • Ensure tab spec for DP meets needs to deliver against project objectives; create tab spec as required
  • Prepare reports developed from the research data collected when required
  • Ensure agreed client deliverables meet project objectives, including dashboards, data files
Project Ownership (internal):
  • Demonstrate ownership of assigned projects from commissioning to closure
  • Manage and coordinate the research process of each assigned project to achieve objectives
  • Coordinate project schedule and working with internal departments and external freelancers
  • Make recommendations and suggest solutions to clients to meet the needs of the project life cycle, to ensure that project goals are achieved
  • Anticipate potential areas of concern and identify solutions to mitigate issues
  • Work closely with project coordinators to manage survey execution including questionnaire review, programming, vendor management, reporting and technical troubleshooting
  • Liaise with internal cross-functional teams to ensure clear, actionable communication and delivery of projects
  • Identify solutions when issues arise, implementing or escalating (when required)
  • Implement plans for project progression
  • Communicate project changes and progress to client and internal departments timely and accurately
  • Raise to line manager if there are issues that jeopardize the team’s ability to complete the project in a timely and cost-effective manner
  • Efficiently utilize internal project management tools, sharing information with other team members and helping advise them on system issues
  • Facilitate client account creation and permissions within Sermo’s relevant systems
  • Ensure all client PV training and reporting requirements are fully met
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