Viseven Group is an international IT company specialising in interactive content and cloud-based solutions for global pharmaceutical companies since 2009; constant growth and self-development is in our corporate DNA. Our unique developments and approaches are actively used in more than 50 countries all over the world. Viseven's solutions are represented at major industry events in Barcelona, Philadelphia, London, etc.
The rapidly expanding team includes more than 700+ highly-skilled tech- and non-technical experts: front- and back-end developers, BA specialists and managers who create, localize and customize applications at 8 offices: in Kyiv, Zhytomyr, Vinnytsia, Ternopil (Ukraine), Tallinn (Estonia), New Delhi (India) and Bridgewater (NJ, USA).
Responsibilities:
- Develop and sustain Healthy Customer Relationships:
- Manage communication with customers, ensuring a high satisfaction level;
- Follow ethical rules and regulations in communication with the client and within the company;
- Build trust and transparency with Clients.
- Support onboarding of new customers:
- Help new customers get onboarded into processes and platforms used in the project setup. This included collaboration and coordination with a team lead and the internal training department;
- 1-1 sessions to clarify any “how to” questions related to platforms, tools, and processes;
- Identify and propose solutions to address implementation barriers and resistances;
- Retain customers. Encourage upsells and cross-sells:
- Identify clients’ needs and preferences, offer additional services.
- Content strategy execution, oversee “health” of all requests within assigned brand/region:
- Work in partnership with Brand Manager from customer side to ensure that market goals are met;
- Participate in content brand planning, advise on best practices related to enterprise content creation and management;
- Have a solid knowledge of platform and processes used by customer (incl but not limited to eWizard, Veeva Promomats, SFMC);
- Ensure Global standards and guidelines are followed;
- Provide support for omnichannel campaign management, and other dedicated subject teams in Viseven;
- Coordinate end-to-end execution of requests, ensures all requests are on track;
- Coordinates joint team efforts to meet the targets, gets needed specialists involved to resolve certain tasks;
- Manage planning and timelines. Provide day to day monitoring and control of the overall requests level and their statuses;
- Make sure all requests are on track, Identify and deal with any potential problems at early stages and provide solutions before the situation becomes critical
- Keep track of possible risks, establish plan for their mitigation (details what’s related to)
- Budget/cost management
- Control margin
- Keep track of business activities in CRM system; SOWs management, renewals, PO monitoring and closure, Maintain timely invoicing
- Be responsible for monitoring statuses and budget expenditures, escalating any existing issues to the relevant personnel (CSM Lead & Accountant Director)
Requirements:
- Experience in working with international clients
- Knowledge of main CRM systems
- Good understanding of design creation tools will be considered as an Competitive Advantage
- Experience in B2B
- Experience with Jira, Creatio, Office 365
- Knowledge of Veeva CRM and SFMC
- Designing user interfaces for websites or applications
- Project management skills
- Fluency in English and Japanese
- Knowledge of foreign languages other than English
- Advanced communication and presentation skills
- Ability to handle multitasking productively
- Ability to learn new information and get accustomed to new working tools quickly
- Great team player: proactive, responsible, optimistic, flexible, organized, helpful
- Time management and stress resistance skills
What we provide:
We understand that our team members are essential to making our goals a reality, so we value and empower them to share their vision. And we reward this kind of passion with a highly competitive compensation and exceptional benefits, such as:
· Competitive compensation and regular performance based salary and career development reviews
· Passionate experienced team, friendly atmosphere
· Professional and career growth
· Paid time off - 18 business days per year (20 business days after 2 years of cooperation)
· Non-documented sick leave - 4 business days per year
· Documented sick leave - 20 business days per year
· Family leave - 3 paid business days in case of marriage, childbirth or bereavement
· Comprehensive medical insurance
· English learning courses
· Opportunities to participate in professional forums and conferences
· Regular corporate events and team-buildings
· Enjoyable working environment: comfortable and fully equipped office and possibility to work from home
