At ICON, it is our people who set us apart. Our diverse teams enable us to be better partners to our customers and help us fulfill our mission to advance and improve patients' lives.
Our 'Own It' culture is driven by our four key values that bring us together as individuals and set us apart as an organization: Accountability, Delivery, Collaboration, Partnership, and Integrity. We aspire to be the Clinical Research Organization that delivers excellence to our clients and to patients at every touchpoint.
In short, we aim to be the partner of choice in drug development. This is our vision. It propels us forward. And we seek talented individuals who share it. If you are as driven as we are, consider joining us. You will work in a dynamic and supportive environment, alongside the brightest, and friendliest people in the sector, contributing to shaping an industry.
The role
We are currently seeking an Enterprise Account Manager to join our diverse and dynamic team. As an Enterprise Account Manager, you will manage the relationship post-sale with platform subscription customers, overseeing onboarding and implementation through delivery and renewal.
This role leads the customer lifecycle post-sale to maximize customers' experience with our products and services, ensure product adoption and usage within the organization, and liaise with the product team to represent the voice of the customer through a deep understanding of their needs and the business case for the partnership.
Your scope includes Human First products (business as usual) and joint offerings combining Human First and Mapi Research Trust products and services. You will be the main point of contact for the relationship, defining partnership goals and metrics, conducting regular customer check-ins and meetings, and leading business reviews on the progress of our partnership. You will also work with Business Development to close renewals and support upsells when warranted.
What you will be doing
Develop content and storyline for customer business reviews and lead the meetings to report on partnership progress.
Keep track of customer needs, goals, and questions to be able to effectively deliver answers and support throughout the partnership.
Develop deep relationships with day-to-day stakeholders to gain trust as an advisor for our products and services within their organization.
Develop content for and conduct kick-off calls with new customers as they onboard to the relationship.
Create and templatize customer-facing materials as needed to support the post-sale process.
Work with Customer Delivery Lead to ensure smooth onboarding and product implementation in the first 90 days of the relationship (including ensuring product access is set up, users are satisfied, etc.).
Define, track, and report on partnership metrics related to product engagement and partnership ROI.
Work with the Business Development team to define partnership needs for renewal to close the renewed partnership sale at the end of the subscription period; Escalate upsells to Business Development as needed to expand the relationship.
Share back product feedback (as relevant) with the product team to inform new capabilities to build on our roadmap; Report out on capability improvements to customer stakeholders as part of partnership progress.
Your profile
Bachelor’s degree required.
5+ years in a customer-facing role managing B2B relationships with SAAS products, preferably with life sciences customers.
Experience with executive-level presence with customers. You are comfortable and excited to be customer-facing and are a trusted advisor and thought partner to senior stakeholders to drive return on investment via our solutions.
Ability to deeply listen, understand, engage, and build relationships with customers to define customer needs and solutions autonomously.
Benefits of Working in ICON:
Our success depends on the quality of our people. That is why we have made it a priority to build a culture that rewards high performance and nurtures talent.
We offer 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 to perform the essential functions of a position, please let us know through the form below.
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