Overview
RxPx is a global digital health platform that helps doctors, patients and caregivers more easily manage complex conditions and therapies. Our No Patient Alone mission unites a passionate, smart, dedicated team of developers, designers, data scientists, health professionals and business leaders.
As a PE-backed company, with substantial success, awards and customer roster in place, you will be joining a seasoned team well-respected for its thought leadership and consultative approach to building long-term partnerships within the pharmaceutical, life sciences and healthcare ecosystem.
The Role
Customer Success Manager
We are looking to add an experienced full-time Customer Success Manager to join our amazing team and further our efforts in partnering with organizations in the pharmaceutical manufacturing and life sciences segment. This role is open to candidates in Australia.
As a Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of our customers. You will lead strategic initiatives, foster long-term relationships, and contribute to the growth and retention of our customer base.
Objectives of the Role
* Develop and execute strategic account plans to meet customer objectives and company goals.
* Identify opportunities for upselling and cross-selling based on a deep understanding of client needs.
* Manage the relationship and serve as primary contact with assigned clients, including onboarding, training, retention, and satisfaction.
* Work closely with the Project Manager to implement project deliverables.
* Act as the main point of contact for the client’s post-implementation and launch to ensure continued success of the deployment, relay patient engagement metrics, and support account expansion.
* Regularly lead touchpoints with various partners to provide program status updates, demonstrate program value, and address roadblocks.
* Collaborate with Product to gather client requirements and relay information to internal teams.
* Coordinate with Sales and Marketing to relay client insights and develop proposals.
* Drive retention and growth among valuable customers by understanding their business needs and helping them succeed.
* Maintain a cadence of communicating adoption trends, sentiment, and opportunities for deeper engagement.
* Review the customer journey and use a consultative approach to help clients overcome issues and achieve goals.
* Collaborate with product and development teams to configure software per customer and regulatory requirements and troubleshoot issues.
* Measure customer engagement and provide feedback to product and service teams.
* Create and implement change management strategies to support adopted changes.
* Develop and implement a clear process for ongoing client engagement including reporting and regular review meetings.
* Oversee and present customized reporting based on client requirements.
* Other duties as needed and occasional travel as required.
Qualifications
* Bachelor’s degree in business or health sciences or related discipline, or equivalent work experience.
* Project Management experience is an asset.
* 2-3 years of experience managing healthcare accounts.
* 3-5 years’ experience within the IT health and/or pharmaceutical industry; experience in growth-mode tech startups is a plus.
* 3-5 years’ experience in managing and deploying customer success/client account-specific project management plans.
* In-depth experience with Microsoft Office Suite and Atlassian products (JIRA & Confluence).
* Proven problem-solving ability, comfort with complexity and ambiguity, strong attention to detail, and ability to work independently.
* Strong written and verbal communication, presentation, and workshop facilitation skills.
* Strong organizational and time-management skills with a results-oriented focus.
* Excellent interpersonal skills and ability to establish and maintain relationships with clients and stakeholders.
* Empathic communicator capable of seeing things from others’ perspectives.
* Highly accountable with a supportive and engaging style; able to work independently and in a team.
* Knowledge of ISO and audits is preferred but not essential.
Location & Contact
This role is based in Australia.
Apply by sending your resume and cover letter to careers@rxpx.health.
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