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 client’s 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 Director
• Initiation (If defined as specific phase in the proposal):
• Drive 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. Act 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:

• Identify new opportunities based on customers' needs, as well as gap analysis / competition analysis
• 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:

• Advanced English (verbal and written)
• Client-facing experience
• Customer Onboarding
• Customer Retention Strategies
• Data Analysis and Reporting
• Cross-functional Collaboration
• Basic Project Management
• Sales and Upselling Techniques
• Customer Feedback Collection and Analysis
• Overall understanding how the Pharma market operates. How companies produce and sell their products.
• Typical operations of a Pharma company [structure, how sales and marketing work, Global-to-Local]
• Digital in pharma
• Fundamentals of customer engagement
• Broad understanding of select products and services Viseven provides
• In-depth understanding of the specific tools you are expected to work with (eg briefing/intake form)
• Basic understanding of how we operate within a digital infrastructure that includes various platforms: DAM (ex. Veeva), CRM (Veeva/Salesforce, IQVIA, etc), Marketing automation (SFMC, Eloqua, etc)