Salesforce Client Lead; Health and Life Sciences

Overview

Omega CRM is a Merkle & Dentsu company, a leader in development of Customer Experience services with +20 years of experience in technology applied to marketing and customer relationships focused on innovation. We are looking for a Client Lead to continue developing interactions with our customers throughout their Customer Journey Map, aiming to increase satisfaction and loyalty to the brand.

The Client Lead is responsible for managing client interactions throughout the Customer Journey Map, ensuring increased satisfaction and loyalty. They have knowledge and experience in the sales process, excelling in lead generation, relationship building, and deal closing. They achieve company goals through effective planning, setting sales targets, analyzing performance data, and forecasting future performance. They generate leads, build, and nurture client relationships.

They collaborate with a group of PMs to ensure project evolution and success at the delivery level. They support roles involved in various project stages to meet client and company expectations regarding quality and profitability, identify gaps, anticipate issues related to the team, solution, or client, and propose the best solutions.

• For existing clients, continuously offering new ways for the client to gain value from the product/service, leading consultancy sessions for future needs.

• Lead the negotiation, preparation, and presentation of commercial offers for assigned accounts and manage communication with the client throughout the presales process, even when other teams are involved.

• Share the client’s sales strategy, objectives, and digital transformation roadmap with the PMs of their assigned accounts, paying special attention when multiple PMs are working on one account.

• Collaborate with the PM/DM throughout the project, attending progress demos, management committees, and resolving client-related issues.

• Manage and negotiate scope expansions related to initial contracts.

• Monitor the progress of projects within assigned accounts, paying special attention to potential budget and timeline deviations.

• Identify possible Up & Cross-Selling opportunities for the account. Along with the PMs, they work post-project to identify successful and unsuccessful project elements.

• Lead the end-of-project retrospective with the client, reviewing the overall experience, evaluating goal achievement, and exploring potential future developments.

• Write success stories and send satisfaction surveys to the client.

• Be familiar with all operational team members: their experience, skills, and professional motivation.

• Collaborate with PMs on team allocation for new or ongoing projects, considering both project profitability objectives and the professional development of individuals.

• Use workload tracking tools and meet periodically with team members to ensure commitment and satisfaction with assignments.

• Communicate the needs of the new team; if necessary, communicate hiring needs to HR.

• Aware of project progress and contribute to meeting deadlines, scope, and budget.

• Alert operations management about potential delivery deviations and propose and collaborate on risk mitigation plans.

• Large account management experience.

• Experience in Health and Life Sciences is a plus.

• Experience in Salesforce ecosystem.

• At least 6 years of previous experience in business/technology consulting

• Previous experience in Project Management

• Experience in digital projects

• Experience in international projects.

• High level of English. Other European languages is a plus.

• Permanent contract.

• Flexible Schedule. We make it easy. Balance your professional and personal life.

• Certifications plan. Improve your skills and get the official certificate from our main partners.

• Home Office. You decide and we support you.

• Flexible retribution (public transport ticket, Ticket restaurant, …).

• Health insurance.

• Omega in action. Our commitment to a better society is not just an intention.

• Professional development:
  Evolve, grow and get where you want to go.

Omega CRM, a Merkle Company, is a global digital company specialising in accelerating the Business Experience…