Client Success Partner

Client Success Manager

ConcertAI is at the forefront of revolutionizing healthcare with our cutting-edge AI and data solutions. Our mission is to accelerate insights, advance research, and improve patient outcomes in oncology and across life sciences. As a leader in real-world evidence (RWE) and data-driven technology, ConcertAI partners with top pharmaceutical companies, healthcare providers, and research institutions to enhance patient outcomes and streamline clinical research. By leveraging evidence-generation and artificial intelligence, we deliver unparalleled insights into treatment effectiveness, patient care, and disease progression to advance precision medicine and medical innovation.

Joining ConcertAI means becoming part of a visionary team dedicated to transforming the healthcare landscape. You'll have the opportunity to work on innovative projects that directly impact patient lives, collaborate with some of the brightest minds in the industry, and be at the cutting edge of technological advancements in healthcare. ConcertAI offers a dynamic and inclusive work environment, competitive benefits, and ample opportunities for personal and professional growth. If you're passionate about making a difference in healthcare and excited by the prospect of working with advanced AI and data solutions, ConcertAI is the perfect place for you to thrive and make a lasting impact.

Additionally, through CancerLinQ, a health technology platform originally developed by ASCO and now an initiative of ConcertAI, we aim to deliver tools and services to a diverse network of oncology practices and cancer centers to improve the quality of cancer care and advance discovery.

Role Summary

The Client Success Manager plays a critical role at ConcertAI, Commercial Solutions, with a strong focus on execution. This role is the liaison between our clients and cross-functional internal/external teams, ensuring the timely and successful delivery of our solutions. This position is responsible for building deep relationships with clients, understanding their business, and finding new opportunities for growth in the partnership.

The Client Success Manager ensures that clients receive the highest standard of service possible by overseeing service delivery functions, from project inception to completion, for a specific set of pharmaceutical clients. This role is accountable for the data production lifecycle, ensuring timeliness and accuracy, leading communication with clients. The ideal candidate possesses excellent interpersonal skills, communicates with clarity and concision, and demonstrates the ability to work cross-functionally. Client Service experience within the pharmaceutical industry, other data-driven, or SAAS environment preferred.

Responsibilities

• Lead internal and client communication pertaining to the progress of production, inquiries and projects
• Lead client status meetings by reporting status of inquiries, bugs, and ad-hoc requests.
• Responsible for producing tracking documents to be presented on client-facing calls.
• Own client relationship for 2-3 clients as the main point of contact
• Collaborate with project management teams and production delivery teams to prioritize deliverables
• Coordinate and lead client quarterly business review
• Work closely with Account Executive to draft contracts for New Work Orders and SOWs.
• Track budgets and approve invoices, to ensure timely and complete billing
• Manage and track low complexity projects
• Lead status reviews with key stakeholders, with assistance from a Project Manager on large/complex projects
• Manage and track client data Inquiries, bugs, and ad-hoc requests
• Responsible for ensuring inquiry is triaged to correct party via Jira workflows
• Responsible for ensuring a timely response to inquiries, and escalating issues as needed
• Track all Service Level Agreement adherence
• Responsible for an in-depth knowledge of associated clients' Service Level Agreements
• Responsible for tracking all relevant data points related to Service Level Agreement tracking
• Responsible for communicating vendor data issues with clients, as needed.
• Manage outbound deliverables through the production cycle to ensure completeness, on-time, and accurate delivery of data.
• Responsible for tracking production issues, working with technical teams to coordinate timely resolution, and alerting client of issues impacting deliverables.
• Responsible for tracking bugs entered by technical teams/analysts and ensuring open bugs are reported to account team as well as the client.

Requirements

• Must have a BA/BS or equivalent experience
• Must have at least 5 years' experience in account or client relationship management or similar role
• Must have relevant experience in, and knowledge of the pharmaceutical or healthcare related industries
• Must have proven experience problem solving and strong customer service skills
• Must have the ability to lead in a matrixed environment
• Must have the ability to communicate verbally and written to various levels in the organization and client base
• Experience in technology, with a focus on data aggregation preferred
• Proficiency in Microsoft Office Suite
• Experience with CRM software

Learn More About ConcertAI

Our team at ConcertAI is dedicated to transforming healthcare decision-making through the application of RWE and AI to improve patient outcomes. We work in a fast-paced, dynamic, high-performing culture where diversity, collaboration, and innovation are valued. Join us on our quest to create a world free of disease.

ConcertAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.