We are looking for a Customer Success Manager to join our growing team in providing exceptional service to our valued clients which include the largest healthcare companies in the world. We seek a team player who will work closely with colleagues across the organization to ensure our company’s technologies are used effectively to meet the customer's objectives while providing valued content to our physician members. We desire an excellent communicator who thrives in a rapid-paced and energetic environment.

 

Are you a problem-solving, strategic thinker with strong organizational skills? Are you well-versed in project methodology, familiar with compliance requirements in healthcare and have agency or pharmaceutical sales experience? If so, we’d like to meet you!

 

What You Will Do

Reporting to the Director of Customer Success and working closely with the Sales Team, you will:

• Operate as a main point of contact during client's promotional campaigns and medical educational programs while providing exemplary service by building and maintaining strong, long-lasting client relationships;
• Ensure timely and successful delivery of client campaigns/programs according to the client agreement and objectives as it relates to milestones, engagement, and delivery of the campaign/program;
• Utilize project methodology to execute a client’s campaign/program, ensuring touchpoints add value to their customer journey;
• Track and deliver key account metrics;
• Ensure campaigns/programs meet legislated compliance parameters set out by agencies like PAAB, Integrated Medicines Canada and company advisors regarding the relevance, accuracy, and engagement potential of the sponsored content;
• Manage and track Adverse Event (AE) reporting on sponsored content;
• Identify opportunities within campaign portfolio and collaborate with the sales team to support revenue growth;
• Account optimization: review customer's on-going needs, communicate new features, inform of complementary campaigns/programs;
• Track implementation of client campaigns/programs and work with Finance to ensure timely invoicing and recognition;
• Maintain professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing professional networks, and participating in professional societies/social events;
• Maintain technical competency on The Rounds’ core platforms and participate in the testing and feedback sessions during the deployment of new product features or services;
• Actively maintain corporate information gathering processes related to your role such as HubSpot, Notion, Slack, and other CRM tools as required;
• Demonstrate leadership qualities, business acumen, organizational competence, and excellent written/verbal skills;

• 3+ years work experience in a customer-facing B2B role
• BA/BS/BComm degree or equivalent experience
• Proficient in use of G-Suite, Slack, Microsoft Office, Video Conferencing, and CRM tools
• Program/project management experience
• Experience in the Pharmaceutical industry and/or agency work experience; ideally as a product/brand manager and/or medical education manager
• Experience in sales an asset
• Bilingual English/French an asset
• Ability to problem-solve analytically is an asset
• Ability to travel as needed (dependant on travel restrictions)