About the Role:

As a Customer Success Manager within the Life Sciences and Healthcare team at Constellation, you will report directly to the Customer Success AVP of Life Sciences and Healthcare. You will play a critical role in driving the retention and growth of our existing accounts with a key focus on the execution and forward movement of customer deliverables. 

As part of the Customer Success team, your focus will be maintaining strong client and inter departmental relationships. One who is successful in the role operates with a proactive mindset. You’ll be surrounded by other teams that share your passion for delivering excellence, improving provider and patient engagement, and having a “future focus” to constantly evolve the product offering by leveraging new technologies.

Responsibilities:

• Act as enhanced support for customers, being a trusted partner by managing relationships with care, understanding their business objectives and aligning our solutions to drive customer success.
• Support the CS AVP by tracking and identifying areas for improvement (both internally and externally), and proactively recommending strategies to ensure customers gain maximum value from our products/services.
• Identify and escalate potential risk factors for churn, working collaboratively with the CS AVP to resolve issues and enhance client experiences.
• Collaborate with the CS AVP to identify growth opportunities within existing accounts, promoting relevant upgrades or services based on evolving customer needs.
• Being a trusted advisor for evolving traditional marketing mindset and approach to ad promo review by helping others see what’s possible and the steps to get there (change management)
• Lead project management of customer deliverables by collaborating with internal operations, technology, data/insights and creative team, ensuring customer satisfaction, retention, and growth opportunities.
• Stay up-to-date with industry trends, market dynamics, and competitor activities to identify opportunities for account growth and differentiation.
• Support the CS AVP in conducting discovery sessions and presentations to understand client needs, present solutions, and help negotiate contracts.
• Collaborate cross-functionally with sales, product, and implementation teams to drive successful customer onboarding and adoption.
• Guide and manage new customers through the onboarding process, including educating them on product features and requirements for success, and any required access and support materials. 
• Manage and track deliverable timelines with key stakeholders (both externally and internally), especially with creative/submission client deliverables.

Job Requirements:

• Minimum of 3 years experience in pharmaceuticals or other healthcare marketing, marketing operations (ie. omnichannel strategist), or client-facing role within a creative or media agency with a focus on brand strategy, customer success management and account growth.
• Excellent sales and negotiation skills, with a consultative approach to understanding client needs and presenting solutions.
• Outstanding communication and interpersonal skills, with the ability to build strong relationships and influence stakeholders at all levels acting as a trusted advisor and strategic partner.
• Strong organizational and time management skills, with the ability to manage multiple priorities and meet deadlines.
• Three additional key competencies: Curiosity to constantly be learning, Flexibility to change based on opportunities and challenges ahead, Perseverance to overcome obstacles by assessing, learning, applying and moving forward. 
• Collaborate cross-functionally with sales, product, and implementation teams to drive successful customer onboarding and adoption.
• Bachelor's degree in Business Administration, Marketing, or a related field. 

Nice to Haves:

• Knowledge of creative marketing technologies and automation platforms.
• Familiarity with compliance and regulatory requirements in highly regulated industries.
• Proficiency in utilizing CRM systems, such as Salesforce, to track customer interactions and manage pipelines. As well as agile workflow applications like Asana, Figma and Google Workspace.
• Strong understanding of SaaS business models and the customer lifecycle, with the ability to identify opportunities.

Other Job Information:

This job description is not all-inclusive. Constellation reserves the right to amend this job description at any time.

Benefits at Constellation:

• Comprehensive Healthcare, Dental, and Vision coverage
• Flexible PTO
• Hybrid work environment
• Casual in-office dress code
• Competitive 401k plan with company match
• Commuter and Parking Benefits
• Paid Family Leave
• UberEats stipend & free snacks and beverages
• Wellness programs and other employee perks

Diversity & Inclusion:

Constellation is an Equal Opportunity Employer, committed to providing a diverse and inclusive environment. Here at Constellation, we don't discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law. If you need an accommodation during any part of the interview process, due to a disability, please let your dedicated Talent Partner know.

Compensation Package:

The total compensation package is made up of base salary, bonus, and benefits.

New York Pay Range: $100,000 - $130,000
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