Client Engagement Manager

Summary

Join our growing team as an Omnichannel Solutions Client Engagement Manager (CEM)! In this role, you will ensure a seamless client experience post-contract, focusing on onboarding, platform support, strategic enablement, and service expansion. You will act as a trusted partner, guiding clients through platform adoption and identifying opportunities to enhance value. You will work closely with executive leads to deliver high-quality projects and valuable insights. Additionally, you will troubleshoot, problem-solve, and mitigate risks to provide best-in-class service. As a Precision leader, you will contribute to a positive and engaged team culture.

Requirements

• Bachelor’s degree required
• 4+ years of pharma consulting, Medical Communications, or Advertising agency experience in the area of social listening and activation strategies

Responsibilities

• Serve as the primary point of contact for new clients post-signature, ensuring smooth onboarding experience
• Provide access to the platform and conduct tailored walkthroughs and training sessions based on client needs
• Host regular office hours to address client questions, troubleshoot issues, and provide ongoing support
• Coordinate resolution of client issues by collaborating with internal teams and escalating as needed
• Assist clients and internal teams in building and validating search strategies to ensure optimal platform utilization
• Ensure timely sign-off on therapeutic area (TA) content and deliverables
• Develop strong, trust-based relationships with client stakeholders across functions
• Identify opportunities to expand Matrix platform usage across client teams and departments
• Proactively identify and pursue new business opportunities within current clients. Contribute to proposal development, client presentations, and business pitches. Collaborate with business development teams to expand the company's client base to achieve revenue targets
• Support the development of Statements of Work (SOWs) for expanded engagements
• Capture client feedback and usage patterns to inform product enhancements and user experience improvements
• Act as the voice of the client in internal discussions around platform development and roadmap planning
• Collaborate with internal teams to develop and execute activation roadmaps tailored to client goals
• Monitor service delivery and ensure alignment with agreed-upon service levels
• Manage project teams including both internal and external resources in the project planning, design, development, medical legal and regulatory approval, and delivery of client solutions; ensuring that projects are completed within the defined scope, timeline, and budget
• Serve as key point of contact with clients, managing the process of proposal preparation, Statements of Work (SOW), and approval of invoices and accruals
• Lead ad hoc work streams on critical people-related issues such as recruitment, learning and development
• Identify and manage risks associated with engagements
• Mitigate potential issues, assess project risks, and develop contingency plans as needed
• Monitor project progress and take proactive measures to address any deviations from the plan
• Create, manage, and maintain workspaces for assigned accounts in Workfront project management software
• Collaborate across Precision teams and service lines on projects, as required
• Ability to travel 15-50% of the time depending on project assignment

Preferred Qualifications

• Masters, or MBA preferred
• Broad based experience in sales, marketing and/or medical with acumen in analytics
• Demonstrable experience in the following areas: influence in sizable and multi-disciplined teams, understanding and assessing client needs, incorporating in deliverables, and ensuring recommendations/results are implemented
• Experience in developing credible relationships with senior level managers and executives in the pharmaceutical and healthcare industry
• Experience coordinating a cross-functional team to project-manage multiple complex projects with a high number of tasks and dependencies
• Competency with Workfront project management software

Benefits

• Health insurance
• Retirement savings benefits
• Life insurance and disability benefits
• Parental leave
• Paid time off for sick leave and vacation
• Discretionary annual bonus