Vice President – Client Success Management, Compliance Services

THE POSITION: The Client Success Management (CSM) Leader will be responsible for developing and executing strategies to retain and grow client accounts. This role involves understanding services provided to clients, client needs / requirements; establishing and managing relationships; understanding evolving biopharmaceutical industry and impact these factors might have on our client; and identifying opportunities for support and service expansion. This person will be an individual contributor as well as leader of a small team that we will be setting up dedicated to CSM ensuring client satisfaction and mitigating competitive risks. This role will involve very close collaboration and partnership with the entire Compliance Services leadership team and interacting with Client Manager / Project Leads supporting each client. Our portfolio of Global Integrated Compliance services includes Medical Affairs services, Medical Information, Pharmacovigilance, Regulatory Affairs, and Quality services.ESSENTIAL DUTIES AND RESPONSIBILITIES:

Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:Client Success Management:Establish and lead the CSM function.Create a detailed framework and process for effective CSM working closely with Compliance Services leadership team and interacting with Client Manager / Project Leads supporting each client. Implement required tools and establish collaboration mechanisms within Compliance Services and other stakeholders across EVERSANA. As part of the CSM framework, implement detailed account stakeholder mapping, account heat map, and other such tools to understand the 360-degree health of an account on an ongoing basis.Coordinate meetings to understand client business needs / requirements with our delivery teams as well as clients. Revise services and contracts accordingly in collaboration with the delivery and contracts team.At the right time, we should set up a small but highly effective CSM team. Strengthening the CSM function alongside the growth of Compliance Services. Until such time, work as an individual contributor setting and driving the CSM function successfully.Client Retention and Growth:Develop and implement strategies for client retention and growth.Implement effective mechanisms to capture intelligence, both competitive and changes in customer dynamics, within key accountsImplement effective strategies to mitigate all potential competitive threats Maintain a robust contract tracker to highlight auto-renewals and upcoming renewals that should be accessible to all key internal stakeholdersCreate and execute communication strategies for contract renewals (12, 9, 6, 3 months prior).Work with the Compliance leadership team to identify growth initiatives within existing as well as new accounts (e.g. Focus on emerging biopharma companies, especially those with recent phase 3 trial readouts or NDA/BLA filings). Implement these strategies and drive growth results.Follow-up and engage with clients regarding new services and expand areas of support. Collaborate closely with the commercial team.Engagement and Communication:Identify, participate and drive key engagement and communication strategies with existing clients e.g. Business review meetings, Customer relationship review Meetings, Quarterly newsletters to clients etc.Build templates, communication plans and strategy for engagement.Collaborate with Compliance Services leadership and delivery teams on initiatives likeQuarterly newsletters to clients.Promoting thought leadership within the industry.Revamping slides and developing strategies to communicate and promote implementation and benefits of enhanced and newer technologies as part of our services, expansion of service portfolio etc.Implement and achieve key CSM KPI’s:By being fully entrenched in our key accounts, covering the entire community of stakeholders that has influence on our current/potential business, define, implement and achieve key CSM KPIsClient health scoreRetention rate (and Churn rate)Renewal RateNPSRevenue growthDeeper client relationshipsImproved revenue predictabilityEarly detection of competitive and other risksSetting clear directions, effective plans, and measurable outcomesEnsuring work is accomplished effectively by managing self and team’s performance, work processes and other resourcesDeveloping a pipeline of excellent talent to fill future business needsPlans, organizes, and coordinates various projects, programs, and services.Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias. All other duties as assigned Consistent with the Americans with Disabilities Act (ADA) and applicable state and local laws, it is the policy of EVERSANA to provide reasonable accommodation when requested by an employee with a disability, unless such accommodation would cause an undue hardship for EVERSANA. If reasonable accommodation is needed to perform the essential functions of your job position, please contact Human Resources.PEOPLE LEADER People leaders must possess both the skills to effectively accomplish these tasks and the emotional intelligence to do so in alignment with our cultural values.  In addition to the critical management and leadership tasks listed above, this role also includes the following unique responsibilities:Responsible for and oversee their respective department.Interview, select and supervise the activities of the department staff; communicate interpret and discuss with team the company policies and procedures.Determine job objectives, work methods and performance standards; review performance relative to departmental objectives discussion appraisal with each employee and performance; authorize and communicate salary changes, promotions, transfers, discipline, and discharge and administer all other personnel actions.EXPECTATIONS OF THE JOB:Travel (50%)Hours (8 Hours per day, 5 days of the week)The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.An individual in this position must be able to successfully perform the expectations listed above.