Client Service Manager
Job Description
A Client Services Manager at ConcertAI ensures that clients receive the highest standard of service possible. The Client Service Manager oversees all service delivery functions, from project inception to completion, for a specific set of pharmaceutical clients. The candidate will manage the data production lifecycle to ensure timeliness and accuracy, monitor trends, and initiate improvements. The Client Service Manager monitors and facilitates internal delivery teams to ensure communication with external clients. The ideal candidate possesses excellent interpersonal skills, communicates with clarity and concision, and demonstrates the ability to work cross-functionally. Client Service experience within the pharmaceutical industry, other data-driven, or SAAS environment preferred.
Responsibilities
- Monitor the data production lifecycle and new projects for clients, ensuring timeliness and accuracy
- Lead internal and client communication pertaining to the progress of production and projects
- Collaborate with project management teams and production delivery teams to prioritize deliverables
- Accumulate information to diagnose and anticipate problems in the production delivery system
- Lead and conduct client quarterly business reviews with the Account Executive
- Partner with the Account Executive on client project initiation and invoicing
- Assist Business Analysts in creation of detailed Business Requirement Documents (BRD) and translation it into functional specifications
- Strengthen the relationship between ConcertAI and its clients, as a main point of contact
- Ensure clients obtain maximum value from products and services
Job Requirements
- Must have a BA/BS in Technology, Business, or equivalent in related field
- Must have at least 5 years’ experience in client service, program management, or project management
- Must be able to demonstrate problem solving, analytical and strong customer service skills
- Must have the ability to lead in a matrixed environment
- Must have the ability to communicate verbally and written to various levels in the organization and client base
- Experience in technology, with a focus on data aggregation strongly preferred
