Customer Success Specialist

2+ years

Not Disclosed

Pune

10 Oct. 25, 2024

Job Description

Job Type: Full Time 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

Location: Pune, Maharashtra, India
Employment Type: Full-time
Department: Customer Service
Job Family: Customer Service & Engagement

Company Overview

At EVERSANA, we are proud to be certified as a Great Place to Work globally. Our mission is to create a healthier world through our dedicated team of over 7,000 employees. We provide next-generation commercialization services to the life sciences industry, serving more than 650 clients—from innovative biotech startups to established pharmaceutical companies. Our diverse range of products, services, and solutions is designed to bring groundbreaking therapies to market and support the patients who rely on them. Together, we make a meaningful impact every day.

We embrace diversity in backgrounds and experiences, prioritizing the improvement of patient lives around the world. We seek individuals who not only possess strong skills but also genuinely care about our mission, our clients, and the patients we serve.

Position Overview

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

Key Responsibilities

Manage a portfolio of customer accounts, providing personalized attention and support to ensure satisfaction.
Maintain a consolidated status tracker for each client, documenting interactions and support efforts.
Advocate for customer needs within the company, collaborating with internal teams to integrate feedback into strategic decisions.
Collect and analyze feedback from clients across various communication channels 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.
Monitor client satisfaction through a structured feedback loop during the first 30, 60, and 90 days.
Develop and maintain strong relationships with clients, serving as their primary point of contact for inquiries and support needs.
Proactively identify and address issues that may impact customer satisfaction or retention.
Track key performance metrics, providing regular reports to internal stakeholders.
Develop tailored customer success plans for each account, outlining clear objectives and success criteria.
Continuously seek customer feedback to drive ongoing improvement and innovation in the customer experience.

Minimum Knowledge, Skills, and Abilities

5+ years of industry experience in Pricing and Market Access.
Passionate about pharmaceuticals and customer satisfaction.
Proficient in Microsoft Excel; experience with data management is a plus.
Strong communication skills, capable of translating technical concepts for non-technical audiences.
Exposure to process improvement and quality control tools and methods.
Detail-oriented with the ability to manage escalations effectively.

Preferred Qualifications

Knowledge of the pharma domain.

Education

Any graduate or postgraduate degree.

Additional Information

Cultural Beliefs:

Patient Minded: Act with the patient’s best interests in mind.
Client Delight: Own every client experience and its impact on results.
Take Action: Empowered and accountable for my actions.
Embrace Diversity: Create an environment of respect and awareness.
Grow Talent: Invest in personal and team development.
Win Together: Collaborate passionately to achieve results.
Communication Matters: Foster transparent and thoughtful dialogue.
Always Innovate: Be bold and creative in everything I do.

Caution: Please be aware of fraudulent job offers misrepresenting EVERSANA. We will never ask for personal information or payment during the recruitment process.

EVERSANA is an Equal Opportunity Employer, committed to diversity and inclusion. We value the unique strengths, experiences, and perspectives of all employees, which are essential to our success. Join us to make a difference in healthcare!

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Customer Success Specialist

Job Description

Company Overview

Position Overview

Key Responsibilities

Minimum Knowledge, Skills, and Abilities

Preferred Qualifications

Education

Additional Information

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