Client Services Manager

Summary

Join Annexus Health as a Client Services Manager, Life Science and become the primary advocate for our life science partners. You will guide them to success, leveraging resources across the organization to expand our technology and services. This role requires expertise in relationship building, strategic planning, and execution. You will own the post-sales relationship, driving value realization and return on investment. The position offers the flexibility of remote work from anywhere in the U.S. and the opportunity to make a significant impact on improving patient access to care. You will be responsible for managing customer relationships, developing strategic plans, and collaborating with internal teams to address customer needs.

Requirements

• 8 years of experience in a customer account management or customer success role
• Experience presenting and consulting with C-Suite and VP level executives
• Life science-specific experience
• Proven track record with upselling, cross-selling, or sales-related activities
• Ability to travel 10-15% of the time based on business needs

Responsibilities

• Be accountable as a single point of contact and escalation to track cross-department, cross-process, or cross-site issues, and facilitate closure through coordination of appropriate resources (internal/external)
• Assist life science customers to seek out opportunities to expand their usage and adoption of Annexus Health solutions
• Develop and execute regular strategic customer success plans in partnership with your assigned accounts
• Drive customer engagement for all Annexus Health VOC programs (CSAT/NPS surveys, and community user groups)
• Develop relationships at all levels of a life science organization
• Close the loop on all feedback received from the customer, including product enhancement requests, outstanding issues, and strategic improvement initiatives
• Track and monitor account status and identify areas of concern
• Provide updates, executive summaries, and guidance to the Annexus Health leadership and executive team as required
• Provide root-cause analysis of escalated issues when required and lead 'lessons learned' initiatives as appropriate
• Identify areas for improvement not only in our products and services but also in the customer success functions
• Communicate internally with relevant stakeholders in sales, marketing, product, and engineering to make your customers' lives better through optimizing and improving existing products and services or identifying other products to improve customer outcomes

Preferred Qualifications

• 8-10 years of experience in the healthcare industry
• 3 years of experience in project management, implementation, and support
• Salesforce experience
• Experience managing new products and/or services
• Experience working in analytics and providing actionable insights to leadership teams

Benefits

Flexibility to work remotely from anywhere within the U.S