Client Success Manager

Job Description

The Client Success Manager (CSM) is the primary business and relationship manager for EVERSANA's 3PL Warehouse & Distribution service. As an account manager for 5‑8 pharmaceutical clients, this role oversees the relationship and increases service levels to attain Client Delight. The CSM works directly with senior EVERSANA and client leadership to establish regular touch points and business reviews, including formal presentations.

• Relationship management of 5‑8 clients as the primary contact, including communication and problem solving, both strategic and tactical.
  • Creating executive summaries outlining issues and solutions.
  • Presenting findings and solutions to client and EVERSANA leadership as applicable.
• Lead interactions within EVERSANA and with clients to maintain and demonstrate high levels of Client Delight.
• Lead internal channel team meetings to problem‑solve through collaboration and communication, resulting in more efficient and effective delivery for client accounts.
  • Suggest solutions when appropriate.
• Maintain high-level adherence to department and company processes, resulting in a high‑quality client experience, in‑depth reporting, and satisfaction.

• Develop exceptional relationships at all levels within the client account and EVERSANA.
• Proactive communication with various levels at the client site to identify issues, resolve them, recommend solutions, and offer new services (where needed).
• Act as the client advocate with a sense of urgency and availability.
• Create and manage regular business‑review presentations, including follow‑up to complete deliverables.
• Develop strategic account plans for each assigned client as deemed appropriate.
• Act as the internal champion within the Channel team expressing client needs and expectations.
• Manage client expectations.
• Utilize PowerBI to analyze KPIs and service levels for each client and effectively communicate operational performance.
  • Analyze data and provide insights on performance relative to KPI targets.
  • Establish plans with Operations for KPIs below target.
• Monitor client issues and requests to ensure strategic priorities are met.
• Manage client escalations, directing inquiries to the appropriate team member for investigation and resolution.
• Work cross‑functionally to ensure projects are delivered per client expectation.
• Conduct regularly scheduled touch‑base meetings with assigned clients (create and distribute minutes), including regular business reviews.
• Develop and update client account plans for key accounts.

• Represent the company with clients, customers, vendors, and business partners.
• Be an expert on EVERSANA Channel Management.
• Lead cross‑functional teams and facilitate internal and external meetings.
• Manage internal and external conflict and be a problem solver.
• Create a positive environment that encourages open and honest communication, core to collaborative work relationships.

• Expected to travel 25% of the time (EVERSANA facilities and/or client sites).

• A college degree in Business Administration or a related field.
• 5‑10 years of 3PL warehousing and distribution account management experience (healthcare or pharmaceutical experience a plus).
• Proficiency using Microsoft Excel, Word, Outlook, PowerPoint; ability to learn company software packages; experience in PowerBI a plus.
• Strong written, verbal, and interpersonal communication skills; collaborative work style.
• Good listening skills and professional response to clients.
• Ability to work independently and with management on key client issues.
• Excellent organizational skills with detail‑oriented work, managing multiple assignments, maintaining confidentiality, and producing timely reports.
• Positive attitude, genuine interest in others, sense of humor, and ability to energize others.
• Ability to develop and articulate ideas that generate understanding.
• Professional integrity, credibility, and high ethical behavior.
• Maintain high standards under pressure, ensuring quality work and thorough testing of new methods.
• Use good judgment to solve problems, weighing facts and options.
• Prepare for…