[Hiring] Client Success Manager @BRG

Role Description

The Client Success Manager will work closely with the Client Success Team to manage our key account portfolios. The Client Success Manager will be responsible for managing and nurturing client relationships to drive satisfaction, retention, and growth. They will serve as the primary point of contact for assigned accounts, understanding their needs, and fostering interest in Second Sight’s innovative solutions. They will execute strategic account growth plans with input from Executive Leadership.

Please note: This is not a sales or business development role. The Client Success Manager is responsible for fostering long-term client relationships, driving client satisfaction, and ensuring successful outcomes. This position does not carry a sales quota or involve prospecting for new business.

Responsibilities

• Client Relationship Management: Build and maintain strong, long-lasting relationships with clients, serving as their trusted advisor and advocate within the company.
• Account Growth: Drive account growth by proactively identifying expansion opportunities, aligning solutions to client business objectives, and demonstrating measurable ROI through performance tracking and strategic recommendations.
• Customer Satisfaction: Monitor client satisfaction and proactively address any issues or concerns to ensure a positive experience and maintain high levels of customer retention.
• Account Planning: Develop and execute account plans tailored to each client's needs and objectives, including regular check-ins and reviews.
• Collaboration: Work closely with internal teams to ensure client needs are met and issues are resolved in a timely manner.
• Market Insights: Stay up to date on industry trends, competitive landscape, and customer feedback to provide valuable insights and contribute to product development and marketing strategies.
• Reporting and Analytics: Prepare regular reports on account status, including sales forecasts, activity updates, and customer feedback, to management and relevant stakeholders. Analyze complex data and translate insights into clear recommendations that inform client strategy.

Qualifications

• Bachelor's degree required; BS degree strongly preferred.
• Minimum of seven years’ experience as a Client Success Manager, or similar role, in the healthcare software industry or pharmaceutical consulting.
• Experience working with Top 20 global pharma companies at the senior executive level.
• Leadership skills in change management to help large organizations adopt new technology.
• Ability to navigate organizations at the strategic level to develop strong business value-based relationships.
• Extensive experience with analyzing data and presenting compelling conclusions to customers.
• Experience developing account plans and utilizing them to drive measured success.
• Aptitude to develop insights and recommendations to business problems.
• Excellent problem-solving, written communication and presentation skills.
• Basic coding experience is a strong plus.
• Candidate must be able to submit verification of his/her legal right to work in the United States, without company sponsorship.

Requirements

• Salary Range: $150,000 - $195,000

Company Description

BRG combines world-leading academic credentials with world-tested business expertise and purpose-built emerging technologies. Our culture centers on agility and connectivity which sets us apart and gets you ahead.

• At BRG, our professionals include specialist consultants, industry experts, renowned academics, and leading-edge data scientists.
• Together, they bring a diversity of real-world experience, data, and human and artificial intelligence, to economics, disputes, and investigations; corporate finance; and performance improvement services that address the most complex challenges facing organizations across the globe.
• Our unique structure nurtures the interdisciplinary relationships that give us the edge, laying the groundwork for more informed insights and more original, incisive thinking.
• When paired with our global reach and resources, our diverse perspectives and technical capabilities make us uniquely capable to address our clients’ challenges.
• We get results because we know how to apply our thinking to your world.
• At BRG, we don’t just show you what’s possible. We’re built to help you make it happen.