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- Ownership of key client accounts, ensuring that service and customer satisfaction is maintained
- Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors.
- Escalation point for Critical and Major incidents raised on system
- Maintain Salesforce for tracking opportunities and client engagement
- Keeping customers updated on resolution of issues and providing Root Cause Analysis when resolved
- Ensuring adherence to agreed SLA s
- Delivery of monthly service reports to customers
- Planning and leading 6 monthly / annual business review meetings (BRM s)
- Clearly communicate the progress of monthly/quarterly initiatives to internal and external stakeholders.
- Sharing the Product Road Map with clients and upselling (software upgrades and other services)
- Creating and executing SOW s (Statement of Work) for additional services
- Looking for growth and expansion opportunities of products and services
- Build on current business (targeted) and identify and build new revenue streams from existing clients.
- Monitoring support time, reviewing for ways of reducing support spend, and billing for all recoverable costs
- Developing account plans to align with our overall business strategy
- Provide system training as required for end users, either as part of an implementation or ad-hoc for new users
- Maintaining a systems validated state and ensuring that documentation and other validation deliverables are followed for all system changes and updates
- Ensuring accurate licence costs are applied to each customer account and timely billing
- Supporting the Director of Client Services in continuous improvement within the business in relation to process, delivery and service to our clients.
- Bachelor s degree in a related technical discipline or relevant experience.
- 5+ years experience in Account Management / Customer Relationship role
- Background from the Pharmaceutical / Life Sciences industry is essential
- Experience working with SaaS is preferable
- Experience of Packaging and Labelling processes and industry is desirable
- Excellent communications and interpersonal skills
- Self-motivated with a positive attitude
- Proven ability to achieve goals and targets
- ID: #21748332
- State: Massachusetts Boston 06501 Boston USA
- City: Boston
- Salary: $70,000 - $100,000
- Job type: Permanent
- Showed: 2021-10-27
- Deadline: 2021-12-24
- Category: Software/QA/DBA/etc