Client Services Manager

Summary

Join Annexus Health as a Client Services Manager, Life Science and be the primary advocate for our life science partners, guiding them toward success. You will own the post-sales relationship, driving value realization and return on investment. This role requires expert relationship building, dynamic communication, and strategic planning skills. You will align corporate priorities with customer needs, quickly identify needs, and collaborate with internal resources. Enjoy the flexibility of remote work from anywhere in the U.S. while tackling challenging projects. The core goal is contract renewals and upselling Annexus Health offerings.

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

• Contract renewals of increasing size along with upselling of additional Annexus Health offerings. This is the core goal of the position
• Generate value to the customer through a deep understanding of what Annexus Health is solving for and ensuring agreed upon results are demonstrated, coordinated with a deep analytics approach
• Joint P & L management. Coordinated superior results of unit economics for Annexus Health and customer
• 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)
• 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
• Manage all feedback received from the customer, including product enhancement requests, outstanding issues, and strategic improvement initiatives through the lens of Annexus Health company and product roadmap. Set clear expectations
• Track and monitor account status and identify areas of concern and opportunities for advancement
• 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
• Expertly navigate expectation setting, execution, and pull-through tracking for all aspects of an optimized client partnership

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

You'll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges