Customer Success Specialist

Company Description

At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. We’re fueled by our vision to create a healthier world. How? Our global team of more than 7,000 employees is committed to creating and delivering next-generation commercialization services to the life sciences industry. We are grounded in our cultural beliefs and serve more than 650 clients ranging from innovative biotech start-ups to established pharmaceutical companies. Our products, services and solutions help bring innovative therapies to market and support the patients who depend on them. Our jobs, skills and talents are unique, but together we make an impact every day. Join us! 

Across our growing organization, we embrace diversity in backgrounds and experiences. Improving patient lives around the world is a priority, and we need people from all backgrounds and swaths of life to help build the future of the healthcare and the life sciences industry. We believe our people make all the difference in cultivating an inclusive culture that embraces our cultural beliefs. We are deliberate and self-reflective about the kind of team and culture we are building. We look for team members that are not only strong in their own aptitudes but also who care deeply about EVERSANA, our people, clients and most importantly, the patients we serve. We are EVERSANA.

Job Description

THE POSITION:

• We are seeking a proactive and detail-oriented Customer Success Coordinator to join our team. In this role, you will play a crucial part in orchestrating customer success activities to ensure the satisfaction and retention of our valued clients. You will be responsible for coordinating various aspects of the customer success journey, including gathering feedback, analyzing data, and driving engagement initiatives.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Our employees are tasked with delivering excellent business results through the efforts of their teams. These results are best achieved by:

• Manage a portfolio of customer accounts, providing personalized attention and support to ensure customer satisfaction.
• Maintain a consolidated status tracker for each client, documenting implementation, support, and product interactions.
• Advocate for customer needs and priorities within the company, collaborating with internal teams to incorporate feedback into strategic decisions.
• Collate feedback from clients across various communication channels (tickets, emails, chats) to identify trends and areas for improvement.
• Schedule regular meetings with clients to gather feedback, address concerns, and plan proactive actions.
• Lead the onboarding process for new clients, ensuring a smooth transition and successful adoption of products or services.
• Gather feedback during the 30-60-90 days feedback loop to monitor client satisfaction and identify improvement opportunities.
• Develop and maintain strong relationships with clients, serving as their primary point of contact for inquiries and support needs.
• Proactively identify and address any issues or concerns that may impact customer satisfaction or retention.
• Track key performance metrics such as customer satisfaction scores and retention rates, providing regular reports to internal stakeholders.
• Develop tailored customer success plans for each account, outlining clear objectives and success criteria.
• Continuously seek feedback from customers to drive ongoing improvement and innovation in the customer experience.

The above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.

An individual in this position must be able to successfully perform the expectations listed above.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES:

• 5+ Years of industry experience in Pricing and Market Access
• Passionate about Pharma and Customer Satisfaction
• Technology/Equipment – Automation /Quality tools if any
• Experience of working with Microsoft Excel is a must.
• Experience in managing large amounts of data would be an added advantage.
• Experience in managing escalations Attention to detail.
• Excellent communication skills and the ability to translate between technical and non-technical audiences.
• Exposure to process improvement/quality control tools and methods
• This position requires strong communication skills, passion for Customer success and drive to run Customer satisfaction.
• Coordinate customer success activities, including gathering feedback through the 30-60-90 days model to assess customer satisfaction and identify areas for improvement.
• Liaise with internal teams to understand customer accolades, issues, and red flags, and collaborate on solutions to enhance the customer experience.
• Analyze data and metrics to derive actionable insights, driving strategies to increase customer engagement and satisfaction.
• Manage CSAT and NPS surveys, leveraging feedback to inform decision-making and continuous improvement efforts.
• Proactively follow up with clients to address concerns, understand business opportunities, and propose innovative ideas to drive mutual success.
• Collate reports and maintain trackers to monitor key performance indicators and track progress against customer success goals.
• Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
• All other duties as assigned.

PREFERRED QUALIFICATIONS:

• Pharma domain knowledge.

EDUCATION:

• Any graduate / postgraduate.

Additional Information

Patient Minded I act with the patient’s best interest in mind.

Client Delight I own every client experience and its impact on results.

Take Action I am empowered and hold myself accountable.

Embrace Diversity I create an environment of awareness and respect.

Grow Talent I own my development and invest in the development of others. 

Win Together I passionately connect with anyone, anywhere, anytime to achieve results.

Communication Matters I speak up to create transparent, thoughtful, and timely dialogue.

Always Innovate I am bold and creative in everything I do.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

Our team is aware of recent fraudulent job offers in the market, misrepresenting EVERSANA. Recruitment fraud is a sophisticated scam commonly perpetrated through online services using fake websites, unsolicited e-mails, or even text messages claiming to be a legitimate company. Some of these scams request personal information and even payment for training or job application fees. Please know EVERSANA would never require personal information nor payment of any kind during the employment process. We respect the personal rights of all candidates looking to explore careers at EVERSANA.

From EVERSANA’s inception, Diversity, Equity & Inclusion have always been key to our success. We are an Equal Opportunity Employer, and our employees are people with different strengths, experiences, and backgrounds who share a passion for improving the lives of patients and leading innovation within the healthcare industry. Diversity not only includes race and gender identity, but also age, disability status, veteran status, sexual orientation, religion, and many other parts of one’s identity. All of our employees’ points of view are key to our success, and inclusion is everyone's responsibility.

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