Customer Relationship Leader

The Customer Relationship Leader is the face of the Aktana solutions to our customers. They use deep industry and customer knowledge to generate value for our customers and our business.

The ideal candidate has experience managing customer relationships within the life sciences industry. They develop a deep knowledge of their customers – names, faces, needs, and interactions -- in order to provide the right Aktana solutions. In this role, you’ll frequently collaborate with Sales Reps to understand existing account work, expectations, and how to best  coordinate a consistent experience for the customer. Additionally, you’ll collaborate with Delivery Leaders to develop an understanding of how to discuss delivery, manage expectations for current projects, and coordinate handoffs at project transition points. A highly effective Customer Relationship Leader is data savvy and comfortable interpreting data to create and tell a story, adept at solving complex problems, and has working knowledge of marketing, sales, brands and data analytics within the commercial pharma industry. 

What you’ll own and accomplish... 

• You own the long-term customer relationship
• You develop a strategy, roadmap, and maturity model for applying Aktana’s capabilities to customer business
• You create and/or modify the stakeholder management plan
• You set and manage customer expectations related to engagements
• You communicate customer success criteria
• You drive business case creation, acting as a strategic advisor to internal and customer teams
• You support SOW development

Key Performance Indicators: 

• Customer Retention
• Customer satisfaction scores
• Feedback from delivery team about effectiveness in supporting delivery
• Feedback from the commercial team about effectiveness in supporting sales

What you’ll need to be successful... 

• You need the ability to form strategic, solid partnerships
• You need value-based sales skills
• You need to be comfortable interpreting data to create and tell a story
• You need to be highly effective at influencing and leading others
• You need to be highly adaptable
• You need knowledge of how to integrate Aktana’s business processes with customer needs and operations
• You need excellent written and verbal communication

You’ll really stand out if… 

• You understand marketing, sales, brands and data analytics within the commercial pharma and life sciences industries 
• You have experience working in a global workplace environment, supporting customers with offices in multiple countries and time zones 
• You have extensive experience in business case creation and development of SOWs

Why you’ll love working at Aktana…

Committed to customer success and innovation, Aktana is at the forefront of transforming how life sciences companies share information with healthcare providers (HCPs). Our proprietary platform harnesses machine learning algorithms to enable marketing and sales teams to seamlessly coordinate and optimize multi-channel engagement with HCPs. Today, more than half of the top 20 global pharma companies are using Aktana for intelligent engagement.

Aktana is growing fast and looking for exceptional talent to join our team. We are committed to building a diverse workplace in which our employees are empowered to do their best work, and we strongly encourage candidates from all backgrounds to apply. We value hard work, transparency, and collaboration – and we like to have fun too! We are Great Place to Work Certified™, an honor given based on validated feedback from employees who report a consistently positive experience working at Aktana.

Headquartered in San Francisco, we also have offices in Philadelphia, London, Barcelona, Bucharest Tokyo, Osaka, Shanghai, Beijing, Sydney, Pune, and Sao Paulo.

Aktana conducts background investigations and/or reference checks on all new hires.