Customer Engagement Manager
On-siteZürich, Zurich, Switzerland
Job Summary
Serve as the primary point of contact for clients, building and maintaining strong, long-lasting relationships while understanding their objectives to ensure successful platform utilization. Develop and execute customer engagement plans through regular check-ins and business reviews to monitor progress, identify optimization opportunities, and provide proactive support for issues. Collaborate with sales, product, and technical teams to optimize go-to-market strategies and educate clients on new Rivia platform functionalities. Track and report on key customer success metrics to senior management, driving satisfaction and retention within the biopharma sector. Work on-site in Zürich within a fast-paced startup environment focused on clinical trial intelligence.
Required Qualifications
- 5+ years of experience in customer success, account management, or a related role
- Scientific or Engineering background
- Proven ability to build and maintain relationships with C-level executives and key decision-makers
- Strong understanding of data infrastructure and analytics platforms
- Experience in defining and capturing client ROI
- Excellent communication, presentation, and interpersonal skills
- Customer-focused with a passion for delivering exceptional service and support
- Ability to manage multiple clients and projects simultaneously in a fast-paced environment
- Problem-solving skills and a proactive approach to identifying and addressing client needs
- Experience with SaaS products for biopharma
- Evidence of customer retention and expansion
- Knowledge of drug development and/or clinical trials
Desired Qualifications
- Experience in customer success, account management, or a related role, preferably within the pharmaceutical, Biotech, or healthcare technology sectors
- Experience with SaaS products for biopharma
- Evidence of customer retention and expansion
- Knowledge of drug development and/or clinical trials
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