Key Responsibilities Overall purpose of the job: To deliver first in class service to our clients and facilitating a positive and productive long-term relationship.
Client facing responsibilities: - Establish and build positive client relationships , understanding their requirements in terms of data and services for
- Ensure all contracted services are delivered to a high standard and look for opportunities to expand usage (ex. access of subscribed offerings).
- Resolve detailed and complex client data queries in a timely manner, using in-depth knowledge of Analytics Link suite of modules and links, with a strong focus on methodology .
- Process users' access requests.
- Conduct customized and syndicated client trainings on Analytics Link modules and links
- Conduct client meetings to support business questions using Analytics Link subscriptions and provide additional insights and interpretation of the data .
- Manage and produce client follow up
- Circulate client survey feedback form regularly.
Internal responsibilities: - Collaborate with Client Service, Sales, Offering and Key Account Managers to deliver outstanding service to clients on the Analytics Link Solution
- Support the Analytics Link Service team lead in driving and implementing initiatives globally . Ex. Conduct internal trainings and clinics to upskill the wider CS team; improve internal processes regarding client accesses and renewals; implementation of the AL Service pack model.
- Provide client feedback to the AL Service lead, the Offering team (opportunities for platform and content development), and the Sales team (flag business risks and opportunities).
- Support Sales team in producing and interpreting Analytics Link clients' usage statistics.
Requirements Essential technical skills, experience and requirements: - Bachelor's degree required.
- 3+ years of client facing experience (client service, consulting, or project management), within the Pharmaceutical industry.
- Experience with Forecasting
- Experience with Market analysis at disease level (data analytics or qualitative PMR)
- Understanding of basic epidemiological principles , i.e. prevalence, diagnosis, and treatment rates. Basic understanding of different drug formulations, dosage and frequencies of administration and prescribing information.
- Basic understanding of product lifecycle , drug development processes and stages of development from pre-discovery to marketing authorization.
- Highly numerate with strong analytical skills and attention to detail .
- Ability to manage client expectations with regards to timelines as well as product/service capabilities.
- Excellent IT skills. Microsoft office suite: Word/PPT/Excel, Outlook/Teams
- Excellent interpersonal, written, and oral communication skills. In particular, ability to understand and communicate detailed analysis, resolve complex data queries, and manage client's expectations.
- Team player with excellent presentation skills , able to collaborate across departments/functions at all levels with multi-geographical/cultural teams
- Proactive, organized, and able to work under own initiative.
Benefits - Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Paid Time Off (Vacation, Sick & Public Holidays)
- Training & Development