Remote Senior Manager, Client Services (Life Science)

Summary

Join our team at Annexus Health as a Senior Manager, Client Services and be the primary advocate for our life science partners, guiding them along a path to success and engaging resources across the organization to accelerate technology and services expansion. The ideal candidate is passionate about providing an exceptional experience for every customer and motivated by shared success.

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