Client Success Director-Life Sciences

Impact You'll Make:

• You’ll ensure high levels of client satisfaction and loyalty, leading to increased retention and reduced churn. 
• You’ll drive the effective adoption and utilization of solutions to maximize client value and achieve measurable outcomes. 
• You’ll identify opportunities for upselling and cross-selling, contributing to revenue growth and expanding client relationships.  

What You'll Learn:

• You'll learn to deeply understand clients' business models and challenges, enabling you to deliver tailored solutions that drive long-term success. 
• You'll develop the ability to influence and guide both clients and internal teams toward achieving shared goals and driving solution adoption. 

What You'll Do:

• Maintain successful customer relationships by understanding client’s business models, challenges and how IMO Health products deliver value and improve outcomes.  
• Intimately understand assigned client licensure vs. adoption (what’s been implemented) vs. utilization (organizational impact) and articulate client value to improvements in both categories.  
• Participate in product training and be able to clearly articulate functionality, delivery and use cases for products in our life sciences segment.  
• Increase customer loyalty, reduce churn, and maximize customer lifetime value, driving long-term success. 
• Ensure that customer feedback is systematically collected, analyzed, and addressed, maintaining high levels of customer satisfaction and engagement. 
• Act as the primary contact for resolving complex or critical customer issues, ensuring timely and effective solutions to maintain strong relationships. 
• Identify opportunities to align with internal teams and management strategically to drive customer success initiatives and enable future growth.  
• Use customer data and feedback to identify risks, opportunities, and trends, making informed, data-driven decisions to enhance customer outcomes. 
• Collaborate with sales, product, and marketing teams to ensure customers have a consistent and positive experience at all touchpoints. 
• Remain current with life sciences market trends and innovations to determine impact to current state and future growth.

What You'll Need:

• Minimum of 7 years in client success, account management, or a related role, ideally within the technology sector serving life sciences organizations. 
• Understanding of life sciences organizations, and the ability to navigate complex corporate structures, functions, and roles across the research, development, and commercialization value chain.
• Demonstrated ability to serve as a strategic advisor, effectively guiding clients through intricate solutions and showcasing their value. 
• Exceptional verbal and written communication abilities, capable of conducting polished presentations and meetings with executive-level audiences, both remotely and in-person. 
• Highly flexible and self-motivated, with an entrepreneurial mindset that thrives in dynamic environments.  
• Strong analytical skills to assess and address customer challenges, offering effective and innovative solutions.    
• Proficient in Salesforce CRM and the MS Office Suite, with the ability to leverage these tools to drive client success.