Client Engagement Manager - Omnichannel Solutions

Client Engagement Manager Omnichannel Solutions

Are you looking to work with a dynamic team of industry leading professionals partnering with top pharma companies to deliver products and solutions that accelerate insight generation, optimizes HCP engagement, and ultimately leads to better patient outcomes? Is your passion to uncover actionable insights that can move the trajectory of a brand? Do you enjoy collaborating with marketing and medical affairs teams and helping them deliver innovative strategies that move the needle? Do you thrive on collaborating with product teams to leverage cutting edge application of data analytics and artificial intelligence? Are you a problem solver who likes to roll up their sleeves, dig into the data, and find ways to deliver results to pharma companies? If yes, come join our growing team!

The Omnichannel Solutions Client Engagement Manager (CEM) ensures a seamless and high-touch experience for clients post-contract.  This role is focused on client onboarding, platform support, strategic enablement and service expansion.  The CEM acts as a trusted partner to clients, guiding them through platform adoption, facilitating ongoing engagement and identifying opportunities to deepen value through enhanced services and consulting.

As a CEM, you will work closely with Executive leads to deliver high quality project in a timely manner and deliver valuable insights to the client. Additionally, you trouble shoot, problem solve, mitigate risks and offer best-in-class service for our products and clients. As a Precision leader, the Client Engagement Manager contributes to a positive, inclusive, and engaged team culture.

Essential functions of the job include (but are not limited to):

• Client Engagement and Enablement
• Serve as the primary point of contact for new clients post-signature, ensuring smooth onboarding experience
• Provide access to the platform and conduct tailored walkthroughs and training sessions based on client needs
• Host regular office hours to address client questions, troubleshoot issues, and provide ongoing support
• Coordinate resolution of client issues by collaborating with internal teams and escalating as needed
• Assist clients and internal teams in building and validating search strategies to ensure optimal platform utilization
• Ensure timely sign-off on therapeutic area (TA) content and deliverables
• Client Growth and Relationship Management
• Develop strong, trust-based relationships with client stakeholders across functions
• Identify opportunities to expand Matrix platform usage across client teams and departments
• Proactively identify and pursue new business opportunities within current clients. Contribute to proposal development, client presentations, and business pitches. Collaborate with business development teams to expand the company's client base to achieve revenue targets
• Support the development of Statements of Work (SOWs) for expanded engagements
• Capture client feedback and usage patterns to inform product enhancements and user experience improvements
• Act as the voice of the client in internal discussions around platform development and roadmap planning
• Services and Consulting
• Collaborate with internal teams to develop and execute activation roadmaps tailored to client goals
• Monitor service delivery and ensure alignment with agreed-upon service levels
• Project Management
• Manage project teams including both internal and external resources in the project planning, design, development, medical legal and regulatory approval, and delivery of client solutions; ensuring that projects are completed within the defined scope, timeline, and budget
• Serve as key point of contact with clients, managing the process of proposal preparation, Statements of Work (SOW), and approval of invoices and accruals
• Lead ad hoc work streams on critical people-related issues such as recruitment, learning and development
• Identify and manage risks associated with engagements.
• Mitigate potential issues, assess project risks, and develop contingency plans as needed
• Monitor project progress and take proactive measures to address any deviations from the plan
• Create, manage, and maintain workspaces for assigned accounts in Workfront project management software
• Collaborate across Precision teams and service lines on projects, as required

Ability to travel 15-50% of the time depending on project assignment.

Qualifications:

Minimum Required:

• Education: Bachelor’s degree required. Masters, or MBA preferred.
• Experience: 4+ years of pharma consulting, Medical Communications, or Advertising agency experience in the area of social listening and activation strategies

Preferred:

• Broad based experience in sales, marketing and/or medical with acumen in analytics.
• Demonstrable experience in the following areas: influence in sizable and multi-disciplined teams, understanding and assessing client needs, incorporating in deliverables, and ensuring recommendations/results are implemented.
• Experience in developing credible relationships with senior level managers and executives in the pharmaceutical and healthcare industry.
• Experience coordinating a cross-functional team to project-manage multiple complex projects with a high number of tasks and dependencies
• Competency with Workfront project management software

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