Client Service Analyst

1 week ago

Charlotte, United States Lynx Therapeutics Full time
Key Responsibilities

Overall purpose of the job: To deliver first in class service to our clients and facilitating a positive and productive long-term relationship.

Client facing responsibilities:
  • Establish and build positive client relationships, understanding their requirements in terms of data and services for
  • Ensure all contracted services are delivered to a high standard and look for opportunities to expand usage (ex. access of subscribed offerings).
  • Resolve detailed and complex client data queries in a timely manner, using in-depth knowledge of Analytics Link suite of modules and links, with a strong focus on methodology.
  • Process users' access requests.
  • Conduct customized and syndicated client trainings on Analytics Link modules and links
  • Conduct client meetings to support business questions using Analytics Link subscriptions and provide additional insights and interpretation of the data.
  • Manage and produce client follow up
  • Circulate client survey feedback form regularly.
Internal responsibilities:
  • Collaborate with Client Service, Sales, Offering and Key Account Managers to deliver outstanding service to clients on the Analytics Link Solution
  • Support the Analytics Link Service team lead in driving and implementing initiatives globally. Ex. Conduct internal trainings and clinics to upskill the wider CS team; improve internal processes regarding client accesses and renewals; implementation of the AL Service pack model.
  • Provide client feedback to the AL Service lead, the Offering team (opportunities for platform and content development), and the Sales team (flag business risks and opportunities).
  • Support Sales team in producing and interpreting Analytics Link clients' usage statistics.
Requirements

Essential technical skills, experience and requirements:
  • Bachelor's degree required.
  • 3+ years of client facing experience (client service, consulting, or project management), within the Pharmaceutical industry.
  • Experience with Forecasting
  • Experience with Market analysis at disease level (data analytics or qualitative PMR)
  • Understanding of basic epidemiological principles, i.e. prevalence, diagnosis, and treatment rates. Basic understanding of different drug formulations, dosage and frequencies of administration and prescribing information.
  • Basic understanding of product lifecycle, drug development processes and stages of development from pre-discovery to marketing authorization.
  • Highly numerate with strong analytical skills and attention to detail.
  • Ability to manage client expectations with regards to timelines as well as product/service capabilities.
  • Excellent IT skills. Microsoft office suite: Word/PPT/Excel, Outlook/Teams
  • Excellent interpersonal, written, and oral communication skills. In particular, ability to understand and communicate detailed analysis, resolve complex data queries, and manage client's expectations.
  • Team player with excellent presentation skills, able to collaborate across departments/functions at all levels with multi-geographical/cultural teams
  • Proactive, organized, and able to work under own initiative.
Benefits
  • Health Care Plan (Medical, Dental & Vision)
  • Retirement Plan (401k, IRA)
  • Paid Time Off (Vacation, Sick & Public Holidays)
  • Training & Development

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