Customer Engagement Manager

Sorcero; Washington (District of Columbia); Remote; USD 110,000 - 150,000; Full time

Job summary

Sorcero is seeking a Customer Engagement Manager to foster trusted relationships with customers in the life sciences sector. This role focuses on ensuring successful adoption of AI solutions, leading implementation processes, and driving customer satisfaction and retention initiatives. The ideal candidate will combine technical expertise with strategic thinking and strong customer relationship management skills.

Benefits

Three weeks PTO + 1 week December holiday recess

Medical, dental and vision benefits for you and your family

401(k) retirement plan, company match up to 5%

Company-provided laptop and hardware

Qualifications

• Minimum 5 years of experience in Medical Affairs within life sciences industry.
• Strong leadership and team management abilities.
• Fluency in English; additional languages beneficial.

Responsibilities

• Support sales team in customer implementations and manage complex technical challenges.
• Develop strategies for long-term customer satisfaction and retention.
• Conduct technical discovery sessions and create detailed proposals.

Skills

Project Management

Technical Solution Implementation

AI Technologies

Communication

Problem-Solving

Analytical Skills

Education

Bachelor's degree in Computer Science, Engineering, Life Sciences

Advanced degree preferred

Tools

CRM Software

Job description

COMPANY SUMMARY

Sorcero's medical AI platform transforms life sciences decision-making, accelerating patient access to life-saving treatments. By harnessing insights from global medical data, we empower industry leaders to deliver breakthrough therapies. Founded in 2018 by pioneers in AI, public health, and personalized content, Sorcero is a Certified B Corp headquartered in Washington, DC. Our innovation has been recognized by over a dozen awards, including Fast Company's Most Innovative companies of 2024, and six foundational medical AI patents. For more information, visit www.sorcero.com.

WHY JOIN SORCERO?

Our growth and success by collaborating with our network of passionate entrepreneurs to build a scalable, impactful organization. From flexible working arrangements to encouraging meaningful interactions with teammates across the globe, Sorcero provides a supportive community to bring out the best in each of us.

Our employees are driven by these common values:

• Pursuit of excellence and mastery of their craft
• Humility in defeat and in success
• Kindness and empathy towards others
• Desire to create large-scale, positive change
  
  

Sorcero builds AI powered solutions, combining the power of deep learning with the accuracy of ontologies to drive natural language understanding. Top Pharma companies, scientists and researchers use our platform and applications.

THE ROLE

The Customer Engagement Manager will play a crucial role in building "trusted advisor" relationships with customers as a way of driving the successful adoption and ongoing satisfaction of AI solutions in life sciences companies. This dynamic position requires a blend of technical expertise, strategic thinking, business acumen and superior customer relationship management skills. The successful candidate will lead implementation processes, ensuring seamless transitions from sales to delivery, while developing strategies for long-term customer satisfaction, retention and expansion. Responsibilities will range from managing complex technical challenges to identifying new growth opportunities, collaborating with sales teams, and serving as a product evangelist. This role is instrumental in shaping a customer-centric approach, translating customer needs into actionable insights for product and technology teams, and ultimately driving the continuous improvement and expansion of the Sorcero AI platforms in the life sciences sector. The ideal candidate will be adept at balancing technical know-how with business acumen, effectively bridging the gap between customer needs and technological solutions.

RESPONSIBILITIES

• Implementation and Customer Success Leadership:
• Support the sales team in customer implementations by translating customer needs and communicating it to the Product and Technology teams and ensuring implementation is being done according to agreed upon milestones
• Develop, communicate and manage implementation project timelines, resource allocation, and deliverables for new and existing implementations
• Ensure smooth transition from sales to implementation and ongoing support
• Provide regular insights to senior management on implementation trends, Customer success metrics, and growth opportunities
• Develop and execute strategies for long-term Customer satisfaction and retention
• Address complex technical challenges and drive continuous improvement in Customer operations
• Develop and implement best practices for Customer onboarding, support, and relationship management
• Gather and act on Customer feedback to enhance platform features and services
• Business Solutions:
• Serve as the voice of the customer in identifying and developing new opportunities to expand our AI solutions in life sciences companies
• Collaborate with sales to design and present solutions based on the Sorcero platform for prospective Customers
• Conduct technical discovery sessions and create detailed proposals aligning our AI capabilities with Customer needs
• Serve as Product Evangelist and SME on calls with prospects in Customer meetings, articulating our value proposition
• Lead Solution Architecture function to support pre-sale solutioning for prospects
• Develop custom demos for prospects and data extracts for solutioning
  

Key Performance Indicators

• Retention Rate.
• Net Revenue Retention (NRR).
• Customer satisfaction.
  
  

REQUIRED QUALIFICATIONS

• Bachelor's degree in Computer Science, Engineering, Life Sciences, or related field (Advanced degree preferred)
• Minimum 5 years of experience in Medical Affairs within life sciences industry
• Proven track record in project management and complex technical solution implementation
• Broad understanding of AI technologies and their applications in life sciences, specifically in the medical affairs domain.
• Proficiency in data science concepts and practical application
• Comprehensive understanding of life sciences industry, including regulatory and compliance requirements
• Knowledge of medical and scientific communication processes in pharma/biotech
• Strong leadership and team management abilities
• Excellent communication and presentation skills
• Ability to manage multiple projects simultaneously
• Strong problem-solving and analytical skills
• Proficiency in CRM software
• Experience in solution architecture and pre-sales technical support
• Proven track record in building and maintaining customer relationships
• Experience in developing and implementing customer success strategies
• Ability to work in a fast-paced, dynamic environment
• Adaptability to changing technologies and industry trends
• Project Management certification preferred
• AI or Machine Learning certifications a plus
• Fluency in English (additional languages beneficial)
  
  

COMPENSATION AND BENEFITS

Sorcero is a remote and globally distributed team. We offer rewarding compensation that will include a base salary in the range of $110,000-$150,000 depending on experience and location.

We also provide the following benefits:

• Three weeks PTO + 1 week of December holiday recess
• One week Safe & Sick leave
• 10 company holidays + 2 floating holidays
• Medical, dental and vision benefits for you and your family
• Paid parental bonding leave
• 401(k) retirement plan, company match up to 5%
• Company-provided laptop and hardware
  
  

Because ∑ (human + AI) > human or AI alone

Sorcero is an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, education, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. and celebrates the diversity of its growing team.

We are unable to sponsor or take over sponsorship of employment visas at the present time.