Healthcare is complicated, but it doesnt have to be.
340+ employees, 9 countries, and 1 mission – to amplify the voice of physicians and improve global healthcare.
This is where you come in. Helping unite physicians across the world to improve patient outcomesand even save lives is an incredible feeling. Join us!
What were about:
Community: we didnt get 1.3M medical professionals to join Sermo overnight! Each day we work towards a shared goal to build the worlds largest online community of medical professionals and industry partners by being the best partner possible.
Innovation: our tech-first approach to the conventional worlds of physician engagement and healthcare insights powers our ability to make a positive impact in new and unique ways.
Fun: just because were working doesnt mean we cant have a good time. We laugh together, we dont take ourselves too seriously, and were always trying to make our customers smile.
About the position:
Sermo is looking for a talented Client Service Manager. This is a maternity cover role, but there is a possibility for the role to go permanent.
The Client Service Manager position at Sermo requires a 51:49 blend of Customer Service & Commercial skill. Reporting to a regional Client Service Director, the Client Service Manager is a relationship-based role focused on managing all elements of the client experience with an emphasis on eliminating churn and driving growth across a portfolio of accounts.
This position does not carry a sales quota.
Client Service Management Responsibilities
Build or grow a business relationship with existing or new contacts at specific client accounts
By setting up regular communication with clients- serve as the primary point of escalation, responding to and resolving issues and complaints quickly and effectively
Work closely with the PMs assigned to your clients projects to review and confirm that plans and fieldwork strategies meet your clients expectations.
By setting up regular communication with internal teams, serve as the primary point of escalation, should any client-specific questions or concerns arise during a project
Anticipate and understand the specific needs of each client and work with Project Management leadership to ensure your clients projects are staffed with suitably skilled PMs
Develop best practice documentation/SOPs for specific accounts as needed
Oversee, assess and participate in developing the client communication skills of any Project Managers assigned to work with your clients
Account Management Responsibilities
Preserve existing business and help generate new business within each account by delivering a positive client experience
Work closely with Account Executives to ensure flawless handoffs for newly won projects, including reviewing & providing operational insights (internal capabilities) and guidance during bidding (strategic fieldwork planning).
Lead regular meeting with PMs working on live projects to:
Review projects current status vs agreed plan
Review potential challenges which have a risk of impacting fieldwork, supporting PMs in making the right decision for the specific account.
Lead monthly business review meetings with your clients, to:
Discuss the setup and execution of all live projects
Forecast the feasibility and launch date of all future projects
Review client feedback provided on closed projects.
Technical & Procedural responsibilities
Drive the uptake, integration and utilization of SERMO technology across client accounts
Develop expert knowledge of internal SERMO processes and tooling
Collaborate with Product on the continued development of new & existing tools
Work closely with Functional Leads in CS & Operations, as well as in Sales, to improve, develop and maintain procedures through continuous improvement initiatives.
Essential Experience/Role Specific Skills or Knowledge Required:
5+ years of client management experience in online market research in a client-facing role.
Commercially orientated thinking.
Project management and/or account management/business development skills
Consistent high performance in current role
Experience in following and maintaining processes, procedures and tools.
Aptitude for coaching and training PMs on their soft skills.
Excellent communication and teamwork skills.
Leadership skills and established good relationships across functions.
Bonus points for:
Existing relationships with Healthcare Market Research agencies/clients
The good stuff: compensation & perks:
Dynamic and challenging international experience;
Possibility to grow professionally;
Friendly, supportive team;
Central super cool offices;
Free coffees and beer;
Full training program;
Quarterly compensation award based on the performance level;
Private health insurance;
23 holiday days plus bank holidays;
Hours of work are 40 hours a week, 10.00 am to 7.00 pm Monday to Friday.
If you are interested, please send your resume in English. Confidentiality guaranteed and only selected applicants will be contacted.
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