Customer Success Manager - Pharma

ICON plc is a world-leading healthcare intelligence and clinical research organisation. From molecule to medicine, we advance clinical research providing outsourced services to pharmaceutical, biotechnology, medical device and government and public health organisations.
With our patients at the centre of all that we do, we help to accelerate the development of drugs and devices that save lives and improve quality of life.
Our people are our greatest strength, are at the core of our culture, and the driving force behind our success. ICON people have a mission to succeed and a passion that ensures what we do, we do well.

Healthcare Intelligence Experts.

Symphony Health, part of the ICON plc family, is a team of curious thinkers and intellectual problem solvers driving the healthcare data industry forward. We leverage our large, integrated healthcare data repository and our analytic expertise to build customized, agile data solutions which answer the questions our clients -- life science manufacturers, payers, and providers -- have today, as well as those they’ll have tomorrow. Together, we can help patients get the right drugs at the right times.

What will you do?

Our Customer Success Manager is responsible for supporting a portfolio of local Pharma clients with questions, provide training and service activities for Symphony products and services

In this highly visible role you will:

• Develop client relationship and understanding of client business and product installations to identify service needs, plans service delivery and drives use of proactive service and support mechanisms to reduce client downtime and support costs

• Act as a single point of client contact to coordinate resolution of service incidents and escalation of technical issues

• Provide exceptional customer service to maintain or increase customer satisfaction levels

• Collaborate with sales and delivery groups to determine value of support offerings to client and identify opportunities for expanded customer relationship

Key Areas:

• Client facing – client engagement

• Data analytical savvy

• Background in commercial operations within Pharma

What do you have?

• Experience in the Lifesciences/Pharma industry

• Experience in a client facing/ client management role in the Life Science/ Pharma industry

• Deep understanding how how data can be used to define and positively impact business strategy

• Good project management skills

• Excellent attention to detail

• Strong Powerpoint and Excel skills

• Ability to work with multiple clients in Eastern Pennsylvania and New Jersey, including the ability to visit with clients on site

• Commercial Operations and Pharma Operations experience preferred

• Equivalent combination of education, training, and relevant experience may be considered in place of the education and experience stated above.

• All employees must read, write and speak fluent English and host country language 

• This job description is intended to present the general content and requirements for the performance of this job. The description is not to be construed as an exhaustive statement of duties, responsibilities or requirements.

Benefits of Working in ICON:
Our success depends on the knowledge, capabilities and quality of our people. That’s why we are committed to developing our employees in a continuous learning culture – one where we challenge you with engaging work and where every experience adds to your professional development.

At ICON, our focus is to provide you with a comprehensive and competitive total reward package that comprises, not only an excellent level of base pay, but also a wide range of variable pay and recognition programs. In addition, our best in class employee benefits, supportive policies and wellbeing initiatives are tailored to support you and your family at all stages of your career - both now, and into the future.

ICON, including subsidiaries, is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.