Customer Success Specialist

2+ years

Not Disclosed

Remote

10 Nov. 7, 2024

Job Description

Job Type: Full Time Remote Education: B.Sc./ M.Sc./ M.Pharm/ B.Pharm/ Life Sciences Skills: Causality Assessment, Clinical SAS Programming, Communication Skills, CPC Certified, GCP guidelines, ICD-10 CM Codes, CPT-Codes, HCPCS Codes, ICD-10 CM, CPT, HCPCS Coding, ICH guidelines, ICSR Case Processing, Interpersonal Skill, Labelling Assessment, MedDRA Coding, Medical Billing, Medical Coding, Medical Terminology, Narrative Writing, Research & Development, Technical Skill, Triage of ICSRs, WHO DD Coding

Customer Success Coordinator

Location: Remote (U.S. Only)
Company: EVERSANA

About EVERSANA
At EVERSANA, we are proud to be certified as a Great Place to Work globally. Our vision is simple: create a healthier world. How? By empowering a diverse, global team of more than 7,000 professionals who are dedicated to delivering next-generation commercialization services for the life sciences industry. We serve over 650 clients—from innovative biotech startups to established pharmaceutical companies—by helping bring groundbreaking therapies to market and ensuring the patients who depend on them are supported.

At EVERSANA, we believe that our people make all the difference. We're committed to fostering an inclusive and diverse environment where every team member thrives. We’re deliberate about building a culture that embraces collaboration, growth, and a shared passion for improving patient lives. We are EVERSANA.

Position Overview

We are looking for a Customer Success Coordinator who is proactive, detail-oriented, and passionate about delivering exceptional customer experiences. In this role, you will manage a portfolio of customer accounts, ensuring that our clients are engaged, satisfied, and supported throughout their journey with EVERSANA. You will gather and analyze customer feedback, drive retention initiatives, and ensure the successful adoption of our services and products. If you thrive in a fast-paced environment, enjoy problem-solving, and are motivated by making an impact, this is the perfect opportunity for you.

Key Responsibilities

Client Relationship Management
- Manage a portfolio of customer accounts, providing personalized support and guidance to ensure customer satisfaction and retention.
- Serve as the primary point of contact for client inquiries and concerns, proactively identifying and addressing issues to improve the customer experience.
Customer Feedback & Data Analysis
- Collect feedback from clients across various channels (e.g., tickets, emails, chats) and track trends to identify opportunities for improvement.
- Analyze customer satisfaction data (CSAT, NPS) and provide actionable insights to internal teams to improve customer engagement and service delivery.
Onboarding & Retention
- Lead the onboarding process for new clients, ensuring a smooth transition and successful adoption of our products and services.
- Monitor client progress and satisfaction through a 30-60-90 day feedback loop, identifying any potential roadblocks and driving proactive action.
Cross-functional Collaboration
- Work closely with internal teams to share customer feedback, advocate for client needs, and collaborate on solutions to improve the customer experience.
- Coordinate with customer support, product, and technical teams to resolve client issues in a timely and effective manner.
Reporting & Monitoring
- Track key performance metrics such as customer satisfaction scores and retention rates, regularly reporting progress and areas for improvement to internal stakeholders.
- Maintain status trackers for client interactions, ensuring accurate documentation of all implementation, support, and product-related activities.
Continuous Improvement & Innovation
- Continuously assess and refine customer success strategies based on client feedback, data analysis, and industry best practices.
- Lead initiatives to drive client engagement and loyalty, ensuring our services exceed customer expectations.
Diversity & Inclusion
- Demonstrate a commitment to Diversity, Equity, and Inclusion by modeling inclusive behaviors, promoting diversity awareness, and actively managing bias within the team and organization.

Qualifications

Education:
- Any graduate or postgraduate degree.
Experience:
- 5+ years of experience in customer success, client relationship management, or a similar customer-focused role.
- Strong understanding of the pharma or life sciences industry is a plus.
- Proven experience with data analysis and customer feedback tools (e.g., CSAT, NPS).
Skills:
- Excellent written and verbal communication skills, with the ability to tailor messaging for both technical and non-technical audiences.
- Proficiency in Microsoft Excel and other data analysis tools.
- Strong attention to detail and organizational skills.
- Experience with customer relationship management (CRM) platforms and automation tools is a plus.
- Ability to manage escalations and handle sensitive client situations with professionalism and empathy.

Cultural Beliefs at EVERSANA

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.

Additional Information

Compensation: EVERSANA offers competitive salaries and benefits, with compensation based on experience and qualifications.

Important Notice:
We are aware of fraudulent job offers misrepresenting EVERSANA. Please note that we will never ask for personal information or payment during the hiring process. Any suspicious activity should be reported immediately to our team.

EVERSANA is an Equal Opportunity Employer and values diversity. We believe that a diverse workforce contributes to innovation and success. All employees, regardless of race, gender, age, disability status, veteran status, sexual orientation, religion, or any other characteristic, are integral to the success of EVERSANA. Inclusion is everyone’s responsibility.