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Role Description

This individual is responsible for overseeing complex customer programs and delivering exceptional service to Pharma customers. This executive role combines high-level relationship management with hands-on operational oversight, requiring someone who can balance big-picture strategy with meticulous attention to detail with pharma clients. This role best suits a "trusted advisor" personality who appreciates both the relationship-building and operational rigor required in regulated healthcare industries.

Who will love this job

• The Strategic Relationship Builder: Energizes from building deep, long-term client partnerships and enjoys understanding complex business problems.
• The Process-Oriented Leader: Appreciates structure and systems, enjoys creating order from complexity, and finds satisfaction in well-run processes.
• The Bridge Builder: Thrives in matrix organizations, connects different departments, and enjoys collaboration.
• The "Consultant Mindset" Professional: Approaches client situations like mini-consulting engagements and enjoys crafting tailored solutions.
• The Detail-Oriented Big Picture Thinker: Can see strategic implications while caring about execution quality.
• The Regulated Industry Veteran: Has a pharmaceutical and healthcare services background and appreciates regulatory rigor.

What you will work on

• Client Relationship Management:
  • Lead day-to-day client communications with professionalism and clarity.
  • Develop and maintain a deep understanding of client businesses, brands, and industry dynamics.
  • Serve as the primary point of contact for executive-level client relationships.
  • Anticipate client needs and proactively address potential challenges.
• Project Leadership & Oversight:
  • Provide strategic oversight of Pharma client programs.
  • Balance detailed project execution with big-picture strategic thinking.
  • Utilize project management tools and client-facing dashboards.
  • Coordinate with internal teams for timely delivery of client commitments.
• Strategic Communication & Presentation:
  • Prepare and lead client calls with comprehensive agendas.
  • Demonstrate subject matter expertise in client discussions.
  • Prepare executive-level presentations tailored to client needs.
  • Communicate complex technical concepts in accessible language.
• Operational Excellence:
  • Maintain accuracy and currency of internal systems.
  • Establish and execute processes for content requests and program launches.
  • Monitor program performance and identify anomalies.
  • Ensure adherence to all internal processes and service level agreements.
• Analytical Leadership:
  • Oversee the preparation and delivery of client reporting.
  • Collaborate with analytics teams to develop meaningful measurements.
  • Evaluate the scope and feasibility of ad hoc client requests.
  • Present complex analytical findings to clients in clear formats.
• Team Collaboration:
  • Foster cross-functional collaboration between teams.
  • Participate in strategic discussions regarding product development.
  • Maintain awareness of Pharma and Healthcare industry trends.

Qualifications

• 8-12 years of progressive customer service or client management experience.
• Experience in regulated industries (pharmaceutical, healthcare) strongly preferred.
• Proven experience working with executive-level clients on long-range planning and innovation strategy.
• Skilled in introducing innovative commercial offerings to diverse markets.

Requirements

• Core Competencies:
  • Strategic Thinking: Balancing tactical execution with long-term strategic objectives.
  • Communication Excellence: Outstanding written and verbal communication skills.
  • Project Management: Proven track record managing complex initiatives.
  • Analytical Acumen: Strong analytical skills with clear presentation of findings.
  • Attention to Detail: Meticulous approach to work quality.
  • Industry Knowledge: Deep understanding of client industries and regulatory requirements.
• Technical Skills:
  • Proficiency with project management tools (Jira, SharePoint, etc.).
  • Experience with CRM and customer success platforms.
  • Advanced presentation skills (PowerPoint, data visualization tools).
  • Working knowledge of analytics and reporting platforms.
• Education:
  • Bachelor's degree required; MBA or advanced degree preferred.
• Physical Requirements:
  • 50% working at desk and phone while moving through the remote office.
  • Up to 50% travel based on business needs.

Benefits

• Competitive compensation, with a base salary of $130,000 - $160,000.
• Eligible for Company Performance-based Bonus Program.
• Medical, dental, and vision insurance.
• 401K eligible after 3 months of employment, with 50% company match.
• HSA for eligible employees enrolled in the HDHP.
• 100% company-paid short and long-term disability, AD&D, and group life insurance.
• Accrued annual paid time off (PTO) of 18 days for the first 3 years.
• Employee Assistance Program.
• Continuing Education funds up to $1500 annually for eligible programs.
• Voluntary benefits including FSA, Hospital indemnity, Accident and Critical Illness insurances.