Pharma Client Success & Operations Lead

Syneos Health

Newtown (PA)

On-site

USD 80,000 - 95,000

Full time

3 days ago

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Job summary

Syneos Health in Newtown, PA is seeking a Client Services Manager to coordinate operations for multiple customers and serve as the right hand to account leadership. You will build trusted relationships, run projects end-to-end, lead internal and customer meetings, maintain timely documentation and system updates, and travel up to 10% to support field and engagement activities.

In this role you’ll drive account cultivation, retention and renewal, champion process improvements, and mentor team

Qualifications

BA/BS or equivalent experience.
Previous pharmaceutical or healthcare experience a plus.
Demonstrated ability to formally plan, execute, and deliver projects.
Excellent client facing interpersonal and communication skills both verbal and written.
Organized, detail oriented and analytical skills.
High emotional intelligence, composed, able to lead during challenging times.
Working knowledge of account management discipline and related tools/techniques
Able to quickly learn and retain information systems & logistics as it relates to customer needs.
Ability to translate customer needs into operational requirements and identify key stakeholders to support those needs.
This person will support the operational element related to all Syneos channels including field sales, Medical, Engagement Center, Nurse, and market Access teams.
Knowledge of Veeva and Salesforce.com or other CRM is strongly desired.
Willingness to travel ~10%.

Responsibilities

Act as the Customer support liaison on internal and external workstream meetings, from launch through steady state, inclusive of project close out.
Facilitate all elements of internal and Customer-facing meetings including agenda creation, discussion, documentation and follow through, e.g., herding the cats.
Produce, manage; and present key communications including timelines, project plans, workstream updates, etc. in a user-friendly fashion.
CSM is the primary account owner and ensures accomplishment of all operational elements, identification of issues, appropriate escalation, and solution creation.
Responsible for accurate and timely Syneos system updates and project documentation, including oversight of tasks owned by the Argentina-based specialist teammates.
The CSM must be competent in indirect leadership, e.g., managing non-direct report colleagues and attaining team goals.
Act as the first point of contact for our field/medical/engagement center team personnel related to operational needs, e.g., the CSM is the head of the operations pit crew.
Proactively work with Customers, project & internal leads to accomplish essential tasks, timelines and deliverables.
Seek to constantly improve processes, add value to the Customer experience, and aim for excellence, this incudes design of effective processes and identification of best practices and impactful change management.
Once on-boarded CSMs participate in special projects to expand exposure to the Syneos organization and cultivate the skills necessary to grow a Syneos career.
Become a true Client Services teammate by actively participating in department activities such as mentorship, culture club, book club, etc.
Bring your authentic self, your creativity, sense of humor, have a point-of-view, and be solution oriented!