Customer Success Manager- Pharma

PERSOL; Gurugram District; On-site; INR 600,000 - 900,000; Full time

Job summary

Healths Clinical Effectiveness (CE) organization is a fast-growing healthcare information technology provider delivering clinical decision support. Our team of physician and pharmacist editors, technologists, and product visionaries collaborate to provide advanced solutions that improve clinical effectiveness and patient care.

The Customer Success Specialist plays a vital role within the International sales organization, supporting implementation and training rollout plans, engaging with senior

Qualifications

• Excellent communication skills.
• Minimum 2 years experience in handling customers.
• Background in medical field preferred.

Responsibilities

• Supports post-sales customer lifecycle including renewals and upsell.
• Collaborates with sales, services and support to rollout training.
• Drives adoption and utilization of UpToDate and related products.
• Builds and maintains relationships with senior stakeholders.

Skills

Excellent communication

2 yrs experience in handling customers

Strong focus on retention

Education

Medical background

Job description

Requires in-depth conceptual and practical knowledge of theories and principles within Customer Success and applies general knowledge of business and industry practices. Working independently under minimal guidance, carries out a full range of professional duties and solves moderately complex problems. Exercises judgment based on the analysis of multiple sources of information. Contributes to a smooth customer on-boarding process, ensuring an easy introduction for the customer from the outset.

Participates in the post-sales customer lifecycle (on-going assistance, customer renewals, product improvements, up- and cross-selling) to maintain customer loyalty and customer satisfaction. Tracks customer performance and promotes engagement between the customer and product(s).

This role has a strong focus on customer retention and net revenue retention (NRR), with ownership of strategic and major customer accounts. The Customer Success Specialist is expected to operate with a commercial mindset, partnering closely with Sales to support renewal planning, identify expansion opportunities, and drive longterm account value.

Fosters optimal product usage and may train customers on product use. Ensures that the customer is satisfied with company products or services and may ensure implementation schedules, targets and budgets are met according to contractual agreements. Works with customers to cultivate future project initiatives and collaborates with services, support, and sales teams on new service initiatives.

Maintains a clear understanding of client requirements, building and maintaining strong client relationships, including engagement with senior and executive-level stakeholders where appropriate. Leads team projects or project steps within a broader project or has accountability for ongoing activities or objectives. Uses advanced analytical, technical, and problem-solving skills to adapt policies and programs and develop models to support small projects or the team.

Role & responsibilities

Healths Clinical Effectiveness (CE) organization is a fast-growing and innovation-driven healthcare information technology (HIT) provider working on the front lines of clinical care. Our talented team of physician and pharmacist editors, technologists, and product visionaries collaborate to provide advanced clinical decision support solutions that measurably improve clinical effectiveness by helping healthcare professionals provide optimal care for their patients. The Customer Success Specialist plays an invaluable role within the International sales organization, working closely with multiple departments, to deliver strategically designed implementation and training roll out plans, based on client size, structure, and unique needs. Reporting into the Manager of International Customer Success Team, this role will also work closely with the Country Manager and their team of Sales and Marketing experts, to achieve customer success through increasing user adoption and utilization of UpToDate (UTD) and

Preferred candidate profile

• Candidate form Medical background.
• Excellent communication Skills
• Min 2 Yrs experience in handling customers