- Company Name
- Massive Bio
- Job Title
- Client Success Manager, Pharma Partnerships
- Job Description
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**Job Title:** Client Success Manager, Pharma Partnerships
**Role Summary:**
Owns and nurtures sponsor and biopharma client accounts to drive satisfaction, retention, and growth. Leads client meetings, translates objectives into actionable internal plans, and collaborates cross‑functionally to deliver high‑quality service on time.
**Expectations:**
- Consistently achieve service‑level targets and drive account health metrics.
- Facilitate renewals and expansions by demonstrating clear value.
- Maintain an end‑to‑end view of each account and proactively mitigate risks.
**Key Responsibilities:**
1. Manage a portfolio of sponsor/client accounts; schedule recurring calls, business reviews, and ad‑hoc engagements.
2. Capture, document, and track agendas, notes, and action items.
3. Respond to sponsor requests promptly; evaluate impact and decide escalation, deferral, or resolution.
4. Translate client objectives into internal workstreams; partner with Marketing, Provider Engagement, and Clinical Operations to ensure deliverables are completed.
5. Maintain accurate data in CRM and operational systems; generate status reports and dashboards for stakeholders.
6. Create professional presentations, progress decks, and documentation for sponsors and partners.
7. Collaborate with Clinical Operations to identify quality signals affecting client satisfaction; champion process improvements.
8. Support renewal and expansion cycles by showcasing delivered outcomes and business impact.
**Required Skills:**
- Executive presence and exceptional written and verbal communication (fluent in English).
- Proven ability to lead client meetings, facilitate discussions, and produce concise follow‑ups.
- Strong organizational skills, high ownership, and meticulous attention to detail.
- Collaborative mindset with experience driving cross‑functional initiatives.
- Familiarity with oncology trial processes and privacy regulations (HIPAA, GDPR).
- Proficiency in CRM (e.g., Salesforce), Excel, Slides, and reporting tools.
**Required Education & Certifications:**
- Bachelor’s degree (life sciences preferred – Medicine, Nursing, Biology, Pharmacology, Engineering; business/analytics acceptable with healthcare knowledge).
- 3–7 years of experience in Customer Success, Account Management, Clinical Operations, or Sponsor Relations within health‑tech, CRO, pharma/biotech, or healthcare services.
- Ability to travel occasionally for client engagements or industry events.
Boca raton, United states
On site
Junior
06-11-2025