Customer Success Lead

Customer Success Lead

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.

Within the ConcertAI ecosystem, TeraRecon is a leading innovator in advanced visualization, artificial intelligence (AI), and image analysis solutions for healthcare. With a focus on improving clinical workflows and enhancing diagnostic precision, TeraRecon offers scalable platforms like Intuition and Eureka AI to integrate imaging, data, and AI-driven insights seamlessly. Additionally, CancerLinQ, an oncology-focused platform developed by ASCO and now part of ConcertAI, supports cancer centers and practices in improving care quality and discovery.

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.

Role Summary

ConcertAI is seeking a Customer Success Lead to join our growing organization and be responsible for maintaining and exceeding renewal goals of our health care solutions and services with key life science customers. The individual will play an instrumental role in driving company growth with laser focus on delivering highest value to customers, achieving a stellar customer engagement and satisfaction experience. The ideal candidate will have established experience working directly with life science companies across their drug development functions as well as exhibit a deep understanding of oncology real world data and technology use cases relevant to life science organization(s).

Responsibilities

• Drive customer engagement and build strong relationship with relevant stakeholders across major functions within the life science organization(s) to ensure they effectively leverage our solutions to meet their needs.
• Establish and document an in-depth understanding of the account stakeholders, drug portfolio, real world data & technology needs and usage.
• Act as the primary point of contact and the key communicator for the account.
• Define and implement the renewal and retention strategy for the account. Identify value driving tactical plans and opportunities for ConcertAI for various customer user groups.
• Develop and track key performance indicators to measure customer success, retention, and overall satisfaction. Leverage discrete insights to drive strategic decisions for customer retention.
• Drive the delivery of maximum measurable value from ConcertAI data, technology, and services to the life science customer(s).
• Work closely with ConcertAI cross functional teams and subject matter experts to meet commitments with highest attainable customer satisfaction.
• Foster a culture of customer-centricity and be the internal voice of the customer to evolve and improve ConcertAI product roadmaps while appropriately managing external expectations.
• Identify new business opportunities within the account and work closely with the sales executive to drive revenue growth.
• Demonstrate problem solving, out-of-box thinking, and 'can do' attitude.

Requirements

• Advanced degree in healthcare preferred, business or information technology (PH. D, MD or Pharm D).
• Minimum of 8-10 years of experience in client-facing roles of increasing responsibility, delivering products, services, or analyses to Pharma / Life Sciences, in organizations such as: healthcare-oriented consulting firms, healthcare focused analytics firms, or healthcare technology companies.
• Experience with Oncology EMR/EHR and genomics data.
• Knowledge and understanding of pharmaceutical clinical activities, research, development and commercial activities.
• Experience with strategic and operating planning processes.
• Proven ability to lead teams, build coalitions and develop strong partnerships across functions internally and externally.
• Executive presence and ability to interact effectively with all levels of the organization.
• Outstanding oral and written communication skills.
• Ability to work under pressure, to take accountability for business challenges, think strategically and tackle complex problems.
• Intellectual curiosity and ability to spot trends/ patterns.
• Success in maintaining long term business relationships in a strategic and abstract space and navigating high-profile, complex client accounts.
• Track record of delivering highly complex engagements, supporting end-to-end client engagement process, including capabilities presentations, project scoping, and customer support.

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.