Life Sciences Client Success Manager

PG Forsta is the leading experience measurement, data analytics, and insights provider for complex industries—a status we earned over decades of deep partnership with clients to help them understand and meet the needs of their key stakeholders. Our earliest roots are in U.S. healthcare –perhaps the most complex of all industries. Today we serve clients around the globe in every industry to help them improve the Human Experiences at the heart of their business. We serve our clients through an unparalleled offering that combines technology, data, and expertise to enable them to pinpoint and prioritize opportunities, accelerate improvement efforts and build lifetime loyalty among their customers and employees.

Like all great companies, our success is a function of our people and our culture. Our employees have world-class talent, a collaborative work ethic, and a passion for the work that have earned us trusted advisor status among the world’s most recognized brands. As a member of the team, you will help us create value for our clients, you will make us better through your contribution to the work and your voice in the process. Ours is a path of learning and continuous improvement; team efforts chart the course for corporate success.

Mission
We empower organizations to deliver the best experiences. With industry expertise and technology, we turn data into insights that drive innovation and action. 

We partner clients to gather the voice of consumers and the workforce to gain insights that address unmet needs.  Through the use of integrated data, advanced analytics and strategic advisory services, we are helping clients transform their organizations to deliver high quality services and lifetime loyalty. 

Values

• Energize the customer relationship: Our clients are our partners. We make their goals our own, working side by side to turn challenges into solutions. 
• Success starts with me: Personal ownership fuels collective success. We each play our part and empower our teammates to do the same. 
• Commit to learning: Every win is a springboard. Every hurdle is a lesson. We use each experience as an opportunity to grow. 
• Dare to innovate: We challenge the status quo with creativity and innovation as our true north. 
• Better together: We check our egos at the door. We work together, so we win together. 

The Life Science division is an emerging and thriving division within Press Ganey. Our focus is to connect patients with best-matched specialists through a powerful physician finder built directly into Pharmaceutical and Med-Device websites. Press Ganey’s unparalleled find-a-doctor and appointment requesting technology drives physician visitation, adoption of medication or medical device, and loyalty to brands.

Job Overview

The Life Sciences Client Success Manager is responsible for revenue retention and growth through relationship management, strategic engagement, implementation oversight, and product adoption. You will ensure our clients are successful at every point in their ongoing and evolving journey with the Press Ganey's Doctor.com platform through reporting, scheduled performance evaluations, and understanding key marketing initiatives to drive growth and retention of pharmaceutical brands.

Duties and Responsibilities:

•  Manage a portfolio of Enterprise accounts, establishing yourself as a strategic and trusted advisor, while setting clear goals and process milestones for the client to work toward.
• Comfortable establishing credibility with key customer decision makers and influencers at all levels of a Pharmaceutical company. You’re as comfortable talking to an entry-level employee as you are to a C-level executive
• • Conduct regular Business Reviews (quarterly, bi annually, or annually depending on client size and status) with all clients reflecting the program status as it relates to their specific ongoing and evolving goals
• Constantly evaluating client risk, escalating when necessary and keeping internal stakeholders informed of any perceived issues that could lead to churn
• Serve as the face of our brand, and the dedicated contact for client strategy, product adoption, engagement, and non-technical support
• Proactively analyze, report on, identify and execute on strategic engagement strategies with clients through ad-hoc and scheduled cadence communications (cadence dependent upon account size)
• Maximize client retention within your book-of-business through proactive renewal and risk management.
•  Seek to understand how each customer needs to see ROI, and ensure we are demonstrating ROI and outcomes to them in meaningful ways

Competencies:

• A genuine enthusiasm for Life Sciences, and an interest in understanding the inner workings of pharmaceutical companies and their brands
• Superior organizational and problem solving skills
• Comfort with ambiguity; processes around you will be ever-evolving, and fast
• A constant internal commitment to exceed expectations
• You have a high sense of urgency and a positive attitude
• Excellent communication and presentation skills -- you can carefully craft strategic and nuanced emails, pull together a compelling powerpoint deck (enlisting and managing creative/design support when necessary), and can confidently stand up in front of a room of executives to deliver an engaging presentation
• Comfortable discussing and presenting data-driven insights
• Working data vocabulary: able to convey analytics needs internally, and confidently present data-driven reports externally

Minimum Qualifications:

• Ability to operate in a fast-paced environment, managing multiple projects and requests simultaneously while prioritizing time and resources based on business need and impact
• You are a people person who absolutely loves clients. You’re intrigued and energized by getting in the weeds, understanding their businesses as if they were your own, and presenting solutions to guide them toward their goals
• You have an unshakable confidence and instill deep trust within your clients by being both a great listener and a wise counselor
• 3+ years of successful experience in Customer Success

Education

• Bachelor’s degree

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class. 

Pay Transparency Non-Discrimination Notice – Press Ganey will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 

The expected base salary for this position ranges from $90,000 to $100,000. It is not typical for offers to be made at or near the top of the range. Salary offers are based on a wide range of factors including relevant skills, training, experience, education, and, where applicable, licensure or certifications obtained. Market and organizational factors are also considered. In addition to base salary and a competitive benefits package, successful candidates are eligible to receive a discretionary bonus or commission tied to achieved results.  

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/ 

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