[Hiring] Small-Medium Business Cluster Lead @Viseven

Role Description

We are looking for an SMB Lead to drive the growth and success of our Small & Medium Business segment. In this role, you will build trusted relationships with a portfolio of clients, identify opportunities for business growth, and act as a strategic advisor. You will also shape and promote scalable service offerings for the SMB segment, collaborating with cross-functional teams to deliver solutions that create value for both clients and the business.

Responsibilities:

• Account Ownership (70%):
  • Own the client relationship from Sales handoff through the full lifecycle.
  • Lead change management, ensuring client-side stakeholders are engaged, aligned, and progressing through each transformation phase.
  • Provide omnichannel advisory guidance to help clients understand their channel model, make informed decisions on HCP engagement (CLM, email, digital portals, remote detailing), and evolve incrementally.
  • Conduct Phase 4 evaluation with the client to assess outcomes, identify gaps, and build the case for next steps.
  • Manage renewals end-to-end while identifying and developing expansion opportunities (upsell, cross-sell).
  • Maintain account health visibility and flag risks early.
  • Position and deploy packaged solutions with clients, advocating for standardized approaches over bespoke requests.
  • Provide a clear handoff brief when an account grows beyond the SMB threshold into the strategic tier.
  • Excluded from role: Day-to-day delivery coordination, operational resource scheduling, phase management, or bespoke solution design.
• Packaged Solutions Leadership for the SMB Cluster (30%):
  • Identify solutions needed at SMB scale based on cross-portfolio demand patterns and translate them into clear briefs for CGU teams specifying scope, use cases, delivery model, and commercial packaging.
  • Work across CGUs to prioritize and drive packaged solution builds, owning the brief-to-launch process without managing CGU resources directly.
  • Act as the internal sponsor for SMB-relevant packaged solutions-securing prioritisation, building business cases, and representing SMB demand in CGU planning cycles.
  • Track deployment across the portfolio, gather structured feedback, and drive continuous refinement.
  • Own the overall SMB P&L (NRR, expansion ARR, churn rate) and report upward on commercial performance.
  • Own transition decisions when an account outgrows the SMB tier, coordinate the handoff to the strategic accounts team, and manage reverse-tiering where appropriate.
  • Set and enforce delivery and quality standards across the SMB operating model, feeding back to delivery operations and CGUs where playbooks or packaged solutions need updating.

Qualifications

• 5+ years of experience in Senior Account Manager or Customer Success Manager roles combining genuine commercial instincts with advisory depth in pharma/life sciences.
• Experience in Global-to-Local adaptation and deployment of standard packaged solutions.
• Omnichannel advisory capability-able to guide clients on channel mix and HCP engagement models, holding credible strategic conversations at the VP/Director level without a transformation consultant present.
• Pharma or Life sciences literacy, proving credible in the commercial and medical contexts clients operate in.
• Change management instincts-knowing how to drive client-side adoption across stakeholder groups without doing the operational delivery work.
• Commercial acuity, comfortable owning renewal rates, expansion targets, and segment P&L.
• Cross-functional influencer skills-ability to brief and coordinate CGU teams, build internal cases for solution prioritization, and navigate without line authority.
• Problem-solver mindset, leaning strongly toward resolving issues rather than defaulting to excessive internal escalation.
• Digital-first operational style, comfortable with CRM, health scoring tools, and async communication.
• Advanced/Fluent English (written & spoken).

Requirements

• Experience in a platform + services business.
• Hands-on exposure to pharma content operations or MarTech platforms.
• Prior involvement in defining or launching packaged offerings.

Benefits

• Competitive Compensation: Regular performance-based salary and career development reviews.
• Experienced Team: Join a passionate, experienced team in a friendly atmosphere.
• Career Growth: Opportunities for professional and career advancement.
• Paid Time Off: 18 business days per year (20 business days after 2 years of service).
• Sick Leave:
  • Non-documented: 4 business days per year.
  • Documented: 20 business days per year.
• Family Leave: 3 paid business days for marriage, childbirth, or bereavement.
• Medical Insurance: Comprehensive coverage.
• English Courses: Learning opportunities to improve your language skills.
• Professional Development: Participation in forums and conferences.
• Corporate Events: Regular team-building activities and events.
• Work Environment: Enjoy a comfortable, fully equipped office and the possibility to work from home.