Pharmaceutical Customer Success Director

18 hours ago

Minneapolis, Minnesota, United States VuMedi Inc. Full time
Lead Pharmaceutical Customer Success

We are seeking a highly skilled and experienced Pharmaceutical Customer Success Director to join our team at VuMedi Inc. as we continue to drive growth and expansion in the pharmaceutical industry.

About the Role:

The successful candidate will be responsible for leading and developing a high-performing team of customer success managers (CSMs), ensuring engagement, growth, and alignment with VuMedi's strategic business goals. This role will drive customer success, retention, and expansion through effective management, performance tracking, and cross-functional collaboration.

Main Responsibilities:

  • Team Leadership & Development:
    • Manage and mentor a team of CSMs to drive engagement and professional growth.
    • Establish and monitor individual and team performance metrics.
    • Develop strategies for continuous training, skill-building, and career progression for team members.
    • Foster a positive team culture focused on customer-first principles and results-driven performance.
  • Customer Success Program Oversight:
    • Track, measure, and report on key performance metrics related to program delivery, customer health, and overall business impact.
    • Build meaningful relationships with customers and key stakeholders by learning about their business, understanding their goals, and making impactful recommendations.
    • Establish processes to improve customer understanding of VuMedi's unique value proposition as a digital peer-to-peer learning platform for physicians and enhance customer loyalty.
  • Cross-Functional Collaboration:
    • Partner with Sales, Solutions, and other teams to align on customer needs, identify opportunities, and deliver cohesive customer experiences.
    • Act as the voice of the customer in strategic discussions, helping prioritize initiatives that drive customer satisfaction and ensure programs exceed customer expectations for program performance.

About You:

  • You are a strategic thinker who can lead both people and projects, navigating complex customer needs while driving toward business objectives.
  • You possess excellent leadership skills and a passion for mentoring and developing talent, creating an environment that fosters growth and accountability.
  • You thrive in a fast-paced, dynamic environment and bring a proactive, customer-centric approach to problem-solving and relationship-building.
  • You are data-driven, with a strong understanding of key metrics and an ability to translate them into actionable insights.
  • You are highly collaborative, able to work seamlessly across departments, and drive cross-functional initiatives that enhance the customer experience.

Qualifications:

  • 10+ years customer success or account management experience.
  • 5+ years of management experience with multiple direct reports and proven ability to manage, coach, and develop a high-performing team.
  • Experience in the pharmaceutical industry and/or digital marketing is preferred.
  • Strong analytical skills with experience in tracking KPIs and using data to make strategic decisions.
  • Excellent interpersonal and communication skills, with an ability to influence at all organizational levels.
  • Strong project management skills, with a track record of successful project delivery and process improvement.
  • Experience working in a high-growth, performance and deadline-driven environment.
  • Willingness to travel to customer locations as needed.

Salary: The estimated salary for this role is between $120,000 and $180,000 per year, based on industry standards and location.

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