Customer Success Manager - Pharma - NJ/ PA

At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients’ lives.

Our ‘Own It’ culture is driven by four key values that bring us together as individuals and set us apart as an organisation: Accountability & Delivery, Collaboration, Partnership and Integrity. We want to be the Clinical Research Organisation that delivers excellence to our clients and to patients at every touch-point. In short, to be the partner of choice in drug development.

That’s our vision. We’re driven by it. And we need talented people who share it.
If you’re as driven as we are, join us. You’ll be working in a dynamic and supportive environment, with some of the brightest and the friendliest people in the sector, and you’ll be helping shape an industry.

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?

The Customer Success Manager is an organized, energetic, outgoing colleague who is responsible for supporting two highly visible pharma clients by answering inquiries and providing training and other 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, including Pivot Tables

• Ability to work with multiple clients in Eastern Pennsylvania and New Jersey, including the ability to visit with clients on site, 3-4 days per week

• Commercial Operations and Pharma Operations experience preferred

• To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. 

• 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 quality of our people. That’s why we’ve made it a priority to build a culture that rewards high performance and nurtures talent.

We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against our competitors. Our annual bonuses reflect delivery of performance goals – both ours and yours.
We also provide a range of health-related benefits to employees and their families and offer competitive retirement plans – and related benefits such as life assurance – so you can save and plan with confidence for the years ahead.
But beyond the competitive salaries and comprehensive benefits, you’ll benefit from an environment where you are encouraged to fulfil your sense of purpose and drive lasting change.

ICON 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.