Customer Engagement Manager

Job Summary

Managing a portfolio of corporate and enterprise customer accounts, the full-time Customer Engagement Manager will drive success through complex problem-solving, strategic business reviews, and continuous improvement initiatives while working remotely.

Key responsibilities

• Own end-to-end resolution of complex customer data questions and issues, driving cross-functional resolution and anticipating roadblocks
• Prepare, deliver, and follow through on Quarterly Business Reviews, including performance data analysis and strategic recommendations
• Proactively identify and address customer churn risks, developing action plans and leveraging cross-functional teams to influence outcomes

Required qualifications

• 3+ years of analytics experience, preferably in the pharmaceutical industry
• 4+ years in a customer engagement, customer success, or account management role
• Preferred experience working for a SaaS provider with knowledge of support models
• Demonstrated ability to build trusted relationships and resolve escalations across internal and external stakeholders
• Technical understanding of data pipelines and pharmaceutical trade data types is a plus