What are the responsibilities and job description for the Client Success Manager position at ConcertAI?
Company Overview
ConcertAI is at the forefront of revolutionizing healthcare with our cutting-edge AI and data solutions. Our mission is to accelerate insights, advance research, and improve patient outcomes in oncology and across life sciences. As a leader in real-world evidence (RWE) and data-driven technology, ConcertAI partners with top pharmaceutical companies, healthcare providers, and research institutions to enhance patient outcomes and streamline clinical research. By leveraging evidence-generation and artificial intelligence, we deliver unparalleled insights into treatment effectiveness, patient care, and disease progression to advance precision medicine and medical innovation.
Joining ConcertAI means becoming part of a visionary team dedicated to transforming the healthcare landscape. You'll have the opportunity to work on innovative projects that directly impact patient lives, collaborate with some of the brightest minds in the industry, and be at the cutting edge of technological advancements in healthcare. ConcertAI offers a dynamic and inclusive work environment, competitive benefits, and ample opportunities for personal and professional growth. If you're passionate about making a difference in healthcare and excited by the prospect of working with advanced AI and data solutions, ConcertAI is the perfect place for you to thrive and make a lasting impact.
Additionally, through CancerLinQ, a health technology platform originally developed by ASCO and now an initiative of ConcertAI, we aim to deliver tools and services to a diverse network of oncology practices and cancer centers to improve the quality of cancer care and advance discovery.
Role Summary
The Client Success Manager plays a critical role at ConcertAI, Commercial Solutions, with a strong focus on execution. This role is the liaison between our clients and cross-functional internal/external teams, ensuring the timely and successful delivery of our solutions. This position is responsible for building deep relationships with clients, understanding their business, and finding new opportunities for growth in the partnership.
The Client Success Manager ensures that clients receive the highest standard of service possible by overseeing service delivery functions, from project inception to completion, for a specific set of pharmaceutical clients. This role is accountable for the data production lifecycle, ensuring timeliness and accuracy, leading communication with clients. The ideal candidate possesses excellent interpersonal skills, communicates with clarity and concision, and demonstrates the ability to work cross-functionally. Client Service experience within the pharmaceutical industry, other data-driven, or SAAS environment preferred.
Responsibilities
- Monitor the data production lifecycle and new projects for clients, ensuring timeliness and accuracy
- Lead internal and client communication pertaining to the progress of production and projects
- Collaborate with project management teams and production delivery teams to prioritize deliverables
- Accumulate information to diagnose, anticipate, and constructively solve issues
- Lead and conduct client quarterly business reviews
- Partner with the Account Executive on client project initiation and invoicing
- Assist Business Analysts in clients’ approval of detailed Business Requirement Documents (BRD) and translation into functional specifications
- Strengthen the relationship between ConcertAI and its clients by ensuring clients obtain maximum value from products and services
- Identify and develop new sales opportunities within assigned clients
Requirements
- Must have a BA/BS or equivalent experience
- Must have at least 7 years’ experience in account or client relationship management or similar role
- Must have proven experience problem solving and strong customer service skills
- Must have the ability to lead in a matrixed environment
- Must have the ability to communicate verbally and written to various levels in the organization and client base
- Experience in technology, with a focus on data aggregation preferred
- Proficiency in Microsoft Office Suite
- Experience with CRM software
Learn More About ConcertAI
Our team at ConcertAI is dedicated to transforming healthcare decision-making through the application of RWE and AI to improve patient outcomes. We work in a fast-paced, dynamic, high-performing culture where diversity, collaboration, and innovation are valued. Join us on our quest to create a world free of disease. Learn more about ConcertAI at www.concertai.com , or follow us on LinkedIn.
EEO
ConcertAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.