Job description
Diverse experiences. A shared passion.
At Annexus Health, we are a team of dedicated professionals with backgrounds in life sciences, healthcare software technology development, and the healthcare provider setting. While we approach our work from different angles, we are united by our commitment to reducing financial and administrative burdens across the patient access journey to improve access to care and combat financial toxicity at both the patient level and the healthcare provider level.
Client Services Manager, Life Science
As a CSM, you will be the primary advocate for our life science partners, guiding them along a path to success and engaging resources across the Annexus Health organization to accelerate the expansion of our technology and services within each organization. The ideal candidate is passionate about providing an exceptional experience for every customer and motivated by shared success. We’re looking for a driven, innovative CSM who is interested in using his/her customer relationship management and strategic leadership skills to help us achieve our goal of being a trusted and valued partner for our customers.
You will own the post-sales relationship and experience between Annexus Health and our life science customers, driving value realization and return on their investment. To be successful in this role, you must be an expert relationship builder and dynamic communicator with a track record of building rapport with customers. You must be as comfortable creating and evaluating strategic plans as you are executing the individual action items and details. You will need toalign Annexus Health corporate priorities with customer needs. Quickly identify the customer’s needs and collaborate with the correct internal resources, working closely with them to ensure customer needsare met in the context of corporate priorities.
You’ll enjoy the flexibility to work remotely from anywhere within the U.S. as you take on some tough challenges.
What You Will Do:
- Contract renewals of increasing size along with upselling of additional Annexus Health offerings. This is the core goal of the position.
- Generate value to the customer through a deep understanding of what Annexus Health is solving for and ensuring agreed upon results are demonstrated, coordinated with a deep analytics approach.
- Joint P & L management. Coordinated superior results of unit economics for Annexus Health and customer.
- Be accountable as a single point of contact and escalation to track cross-department, cross-process, or cross-site issues, and facilitate closure through coordination of appropriate resources (internal/external)
- Develop and execute regular strategic customer success plans in partnership with your assigned accounts
- Drive customer engagement for all Annexus Health VOC programs (CSAT/NPS surveys, and community user groups)
- Develop relationships at all levels of a life science organization
- Manage all feedback received from the customer, including product enhancement requests, outstanding issues, and strategic improvement initiatives through the lens of Annexus Health company and product roadmap. Set clear expectations.
- Track and monitor account status and identify areas of concern and opportunities for advancement
- Provide updates, executive summaries, and guidance to the Annexus Health leadership and executive team as required
- Provide root-cause analysis of escalated issues when required and lead ‘lessons learned’ initiatives as appropriate
- Identify areas for improvement not only in our products and services but also in the customer success functions
- Communicate internally with relevant stakeholders in sales, marketing, product, and engineering to make your customers’ lives better through optimizing and improving existing products and services or identifying other products to improve customer outcomes
- Expertly navigate expectation setting, execution, and pull-through tracking for all aspects of an optimized client partnership.
About You:
- 8 years of experience in a customer account management or customer success role
- Experience presenting and consulting with C-Suite and VP level executives
- Life science-specific experience
- Proven track record with upselling, cross-selling, or sales-related activities
- Ability to travel 10-15% of the time based on business needs
It’s a plus if you have: :
- 8-10 years of experience in the healthcare industry
- 3 years of experience in project management, implementation, and support
- Salesforce experience
- Experience managing new products and/or services
- Experience working in analytics and providing actionable insights to leadership teams
Annexus Health is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status, or any other basis protected by federal, state, or local law.
