Customer Success Manager

Philadelphia, PA, USA

Rockford, IL, USA

Full time

JR120429

Life changing therapies. Global impact. Bridge to thousands of biopharma companies and their patients.

We are PCI.

Our investment is in People who make an impact, drive progress and create a better tomorrow. Our strategy includes building teams across our global network to pioneer and shape the future of PCI.

Summary of Objective:

The Customer Success Manager (CSM) will be primarily responsible for proactively driving growth of user utilization metrics, customer onboarding and enablement of pci|bridge. CSM will accomplish this by first establishing cross-functional relationships with our sales & marketing, project management, and product team internally to understand the value and function of pci|bridge for the organization. Using that knowledge, they will forge consistent working relationships externally with our customers to ensure they know and understand that delivered value. This focused attention will be critical to the success and deployment of our platform and the CSM is a primary champion and owner of that effort.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The essential duties and responsibilities include the following but other duties may be assigned.

• Create, refine, and implement customer engagement strategies to support onboarding and continued use of the pci|bridge platform among PCIs customer base.
• Meet regularly with customers and/or project management either in person or virtually to conduct demos, workshops, or other pci|bridge training.
• Establish relationships with existing customer contacts for training and support.
• Drive efforts throughout the year to highlight new features and capabilities to customer and internal users.
• Develop a strong understanding of PCIs business and the common activities that occur B2B so that the value of pci|bridge can be explained and deployed with context.
• Participate in new feature demos from the development team to maintain currency with understanding of the platform and new features.
• Responsible for the growth of user utilization metrics, new project onboarding in conjunction with sales and project management.
• Partner with the pci|bridge product and marketing teams to identify messaging opportunities and potential feature or training development needs.
• Execute demos for sales with new prospective clients.
• Participate in regular steering committee meetings to report out on user enablement progress to management and team members.
• Partner with project management to understand the needs of PCI customers and internal users throughout engagement activities.
• This position may require overtime and/or weekend work.
• This position may require some travel to customer and/or other PCI sites.
• Knowledge of and adherence to all PCI, cGMP, and GCP policies, procedures, rules.
• Attendance to work is an essential function of this position
• Performs other duties as assigned by Manager/Supervisor.

Required:

• Associate's Degree in a related field and/or 1-3 years related experience and/or training.
• College Level Mathematical Skills
• Intermediate Computer Skills: Ability to perform more complex computer tasks and has knowledge of various computer programs.
• Full Professional Proficiency: Ability to speak, read, and write fluently and accurately on all levels pertinent to professional needs.
• Very High Reasoning: Ability to define problems, collect data, establish facts, and draw valid conclusions. Be able to interpret an extensive variety of technical instructions in math or diagram form and deal with several abstract/concrete variables.

Preferred:

• Ability to work independently and/or as part of a team.
• Ability to display original thinking and creativity.
• Ability to display excellent time management skills.
• Ability to demonstrate attention to detail.
• Ability to effectively present information to various groups of people.
• Ability to maintain a positive attitude and relationships.

Join us and be part of building the bridge between life changing therapies and patients. Let’s talk future (https://pci.com/)

Equal Employment Opportunity (EEO) Statement:

PCI Pharma Services is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

At PCI, Equity and Inclusion are at the core of our company’s purpose: Together, delivering life-changing therapies. We are committed to cultivating an inclusive workplace by holding ourselves accountable to the highest standards of understanding, fairness, respect, and equal opportunity – at every level. We envision a PCI community where everyone can belong and grow, and we strive to bring this vision to reality by continuously and intentionally assessing our people practices, policies and programs, marketing approach, and workplace culture.

Why work for PCI Pharma Services?

At PCI, we have an uncompromising focus on providing quality and operational excellence and providing the industry leading customer experience. Our people make all of this happen, so providing an industry leading experience for our people is equally as important. By creating an authentic culture of purposeful work, we aspire to be an interesting and fulfilling place for talented individuals to grow careers. We live a philosophy of intentional learning combined with real-life experience supported by a fair and competitive rewards program. We are individuals, teams and a company that believes in our purpose and our approach is simple, the people who work at PCI fuel our business; we don’t say no, we figure out how.

PCI Pharma Services is an Equal Opportunity Employer/Vet/Disabled