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    Customer Success Specialist

    Eversana
    5+ years
    Not Disclosed
    Pune
    10 Dec. 13, 2024
    Job Description
    Job Type: Full Time Education: B.Sc./M.Sc./B.Pharm/M.Pharm/Life science 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

    Here’s an optimized version of the Customer Success Coordinator job description for EVERSANA, with improved clarity and structure while maintaining key details:

    About EVERSANA

    At EVERSANA, we are proud to be certified as a Great Place to Work across the globe. With over 7,000 employees worldwide, we are driven by our vision to create a healthier world by delivering next-generation commercialization services to the life sciences industry.

    Our team supports more than 650 clients, ranging from innovative biotech start-ups to established pharmaceutical companies. Together, we bring groundbreaking therapies to market and support the patients who depend on them.

    We are EVERSANA. Join us and make an impact every day!

    The Position: Customer Success Coordinator

    We are seeking a proactive and detail-oriented Customer Success Coordinator to join our team. In this role, you will be instrumental in ensuring client satisfaction and retention by coordinating customer success activities, analyzing data, and driving engagement initiatives.

    Key Responsibilities

    • Manage a portfolio of customer accounts, providing personalized support to ensure satisfaction and retention.
    • Maintain a consolidated status tracker to document client interactions, including implementation and support activities.
    • Act as the voice of the customer by advocating for their needs and collaborating with internal teams to incorporate feedback into strategic decisions.
    • Lead client onboarding processes to ensure smooth transitions and successful adoption of products or services.
    • Coordinate feedback collection during 30-60-90 day cycles to monitor satisfaction and identify opportunities for improvement.
    • Schedule and facilitate regular client meetings to address concerns, share updates, and develop tailored success plans.
    • Analyze data and metrics, such as CSAT (Customer Satisfaction) and NPS (Net Promoter Score), to identify trends and actionable insights.
    • Collaborate with internal teams to address client accolades, issues, and concerns while identifying innovative solutions.
    • Proactively follow up with clients to address concerns, identify business opportunities, and drive mutual success.
    • Develop and maintain strong relationships with clients, serving as their primary point of contact for inquiries and support.
    • Create detailed reports to monitor KPIs and track progress toward customer success goals.

    Minimum Qualifications

    • Education: Bachelor’s or Master’s degree.
    • Experience:
      • 5+ years of experience in Pricing and Market Access.
      • Strong knowledge of the pharmaceutical domain.
      • Proven ability to manage large data sets and analyze metrics for actionable insights.
      • Proficiency in Microsoft Excel; experience with automation/quality tools is a plus.
    • Skills:
      • Exceptional communication skills, with the ability to bridge technical and non-technical audiences.
      • Experience in managing escalations and maintaining high attention to detail.
      • Familiarity with process improvement and quality control tools.
    • Attributes:
      • Passionate about customer satisfaction and success.
      • Strong organizational, multitasking, and problem-solving abilities.

    Preferred Qualifications

    • Experience in the pharmaceutical or healthcare domain.
    • Demonstrated ability to drive client engagement and retention strategies.

    Cultural Beliefs and Values

    At EVERSANA, we live by these guiding principles:

    • Patient Minded: Act with patients’ best interests in mind.
    • Client Delight: Own every client experience and its impact on results.
    • Take Action: Empower yourself to deliver results and take accountability.
    • Embrace Diversity: Foster an inclusive culture that values diverse perspectives.
    • Grow Talent: Invest in personal growth and the development of others.
    • Win Together: Collaborate passionately to achieve shared goals.
    • Communication Matters: Promote transparency and engage in thoughtful dialogue.
    • Always Innovate: Approach challenges with boldness and creativity.

    Why EVERSANA?

    We embrace diversity, equity, and inclusion, recognizing that our team’s unique perspectives drive innovation and success. As an equal-opportunity employer, we welcome applicants from all backgrounds.

    What We Offer:

    • A collaborative and inclusive work environment.
    • The chance to make a real difference in patients’ lives.
    • Career growth opportunities and ongoing professional development.

    Join us in building the future of healthcare and life sciences.

    Protect Yourself Against Recruitment Fraud: EVERSANA does not request payment or sensitive personal information during the hiring process. Be vigilant about fraudulent job offers.

    Follow us on LinkedIn | Twitter

    This version provides a clean, professional structure while emphasizing EVERSANA’s mission, culture, and the significance of the role.

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