Portfolio Success Manager (with Pharma experience)

Responsibilities:

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Be a Valued Partner to Clients
• Possess a thorough understanding of the entire product and service portfolio, have deep understanding of Customer's needs and goals to advise them on how to leverage these offerings to achieve maximum benefit and meet their strategic goals. 
• Provide advanced consultation to clients, challenging existing solutions with better options, suggesting improvements, and inspiring clients with innovative ideas from our roadmap.  
• Understand customers AS-IS state, their strategy and desired outcomes. Pro-actively guide customers in their Digital Transformation journey to higher maturity, inspire them with new ideas from our roadmap and foster exchanges of relevant good practice observed in the industry/with other clients
• Develop strategies for overcoming challenges together with internal team and with client (analyze the case, form solution, discuss with client). Keep track of possible risks, establish plan for their mitigation  
• Act as the voice of the customer. Ensure feedback is transferred and considered by relevant Vi7 teams [production, R&D, support, etc]. Establish tracking to ensure agreed improvements are implemented.  
Orchestrate collaboration throughout project lifecycle from initiation to execution and continuous improvement
Scoping:
• Work in collaboration with Account Team to scope qualified opportunities and shape specific value proposition based on deep understanding of clients and broad knowledge of select Viseven products and services
• Support Account Team during yearly Account planning and Quarterly forecasting by leveraging your deep knowledge of the Customer to help capturing and quantify opportunities and their related phasing and costing
Proposal:
• Support Account Team (together with DD) to scope and develop proposals based on understanding of clients’ needs and requirements
• Support the coordination of the proposal development working with in-scope delivery/product teams  
• Support Account Team in Client presentation by articulation of the benefits
Delivery:
• Act as overall orchestrator of the implementation plan including set-up/onboarding of teams in partnership with Delivery DirectorInitiation (If defined as specific phase in the proposal):
• Lead Discovery sessions during project initiation to better understand stakeholders, their needs and current as-is status within assigned scope [region/franchises/brands]
• Prepare relevant materials for discovery sessions
Planning:
• Work in collaboration with Account and Delivery to set-up the full set of Customer Success Deliverables that you will then own and maintain up-to-date (Customer Success Plan, Customer Measurement Plan, Campaign & Content Plan; Implementation Plan; Identification of Opportunities)
• Conduct kick-off meetings with Clients to explain implementation plan and next steps
Execution:
• In collaboration with the Change & Training team get new customers onboarded into relevant processes and platforms. Regularly monitor adoption. Proactively find ways to overcome resistance.
• Overall orchestration of implementation plan, ensure all activities are on track. Manage planning and timelines within assigned scope.
• Manage day-to-day communication with clients, manage escalations and work with account and delivery to resolve problems when they arise
• Be proactive in consulting clients and challenging them when needed. Rather than just taking requirements, analyze them and advise them on how to do better
• Coordinate team efforts to ensure customer satisfaction and delivery of desired outcome.
• Engage relevant Viseven specialists and subject matter experts when required.
• Ensure alignment among both external and internal stakeholders
• Keep documentation updated [Success plan, Content Plan, Status reviews, and another document relevant to specific account]
Review:
• Keep track of status, conduct regular internal and external progress reviews
• Measure performance results against agreed KPIs. Take action and coordinate team efforts to remedy underperformance in case it occurs.
• Document learning & recommendations
• Ensure feedback distribution to relevant production, R&D, support teams
• Ensure proper tracking that agreed improvements are considered 
Identification of new opportunities
• Utilize a deep understanding of the customer's needs and the broader market to identify new opportunities for growth, both commercially and in terms of product/service improvements
• Work with account teams to review, validate/qualify them and prioritize the ones to be taken to proposal stage (see Scoping & Proposal above)
• Beside commercial opportunities, document opportunities for improvements in Viseven products and/or services and relevant insights/feedback for the other teams 
Collaboration with other Viseven teams
• Foster collaborative relationships across different teams within the organization (Accounts, Delivery, Change & Training, Marketing), ensuring clear roles and responsibilities and minimizing duplications of effort.
• Collaborate with product teams to ensure the client has the optimal setup, driving product adoption, addressing issues, and implementing custom improvements. 

Requirements:

• In-depth understanding of the pharmaceutical industry, market dynamics, and digital transformation trends; typical operations of a Pharma company (structure, how sales and marketing works, Global-to-Local)], digital in pharma.
• Fundamentals of customer engagement.
• Broad knowledge of the full range of products and services offered by the organization, and how they integrate within the digital infrastructure of relative platforms and tools like DAM (ex. Veeva), CRM (Veeva/Salesforce, IQVIA, etc).
• Marketing automation (SFMC, Eloqua, etc)In-depth understanding of the specific tools you will be expected to work with (e.g. briefing/intake form).
• Advanced Project Management. Demonstrated ability to manage complex, multi-faceted projects across the entire product and service portfolio.
• Skilled in engaging with clients at a strategic level, managing issues, and driving toward successful outcomes.
• Time management.
• Strong problem-solving skills, with the ability to see and connect interdependencies across the portfolio and the client’s broader strategic objectives. 
• Proactiveness, and excellent communication skills, coupled with the flexibility and adaptability to navigate complex client requirements and dynamic market conditions.
• Strong ability to build and maintain strategic relationships with clients, based on trust, mutual respect, and shared goals.
• Conflict resolution, active listening.
• Flexibility and adaptability.
• Collaboration, teamwork.
• Ability to see and connect interdependencies.
• Openness to give and receive feedback.
• Curiosity and desire to learn new.
• Data and reporting (ability to analyze customer data to identify trends, patterns, and areas for improvement; ability to track KPIs).
• English - Fluent/Advanced level