Client Partner, Mavens

Responsibilities

Service/Support

• Prioritize a customer-first approach in all interactions and decision-making.
• Provide strategic support and guidance on key deliverables and respond promptly to customer requests.
• Collaborate with Engagement Leads to manage project scope, address escalations, and ensure alignment with customer expectations.
• Work closely with Project Managers and Engagement Leads to handle customer investment requests, negotiate contracts for new projects, and renew Managed Services agreements.
• Partner with the consulting organization and project teams to address customer concerns, resolve escalations, and assign the most qualified team for each project.
• Drive account expansion and growth by fostering deeper engagement across the existing account base.
• Proactively identify and pursue new opportunities within a dedicated portfolio of top 20 accounts.

Value Delivery

• Communicate/evangelize the value delivered and ROI for renewals and existing business.
• Prepare for and lead QBRs.
• Ensure effective management of customer escalations in collaboration with the Engagement Lead.

Account Growth

• Proactively educate stakeholders on new services and product features in coordination with Solution Leads.
• Ensure BANT and secure budget for renewals, managed services on existing business.
• Ensure BANT and secure the budget for certain allowed upsells: Additional Mavens assets (Medical Information Cloud, Publications Planning, Care Connect, or Grants Management); Additional services integrated with Mavens solutions or aligned with Salesforce capabilities.
• Engage regularly with buyers / key decision makers for existing business.
• Develop all renewal/expansion collateral.
• Identify other upsell opportunities.

Requirements

• 10+ years overall working experience in the biopharma industry, with 10+ years in a client-facing role as a consultant or life sciences software/service provider.
• Prior experience in sales or delivery of software/consulting services with penetration into multiple customer groups, experience selling, deploying, or servicing cloud-based SaaS product offerings to Life Sciences customers, specifically related to Force.com.
• Effective communication and storytelling skills.
• Strong project coordination and account management skills.
• Impeccable project management skills and the ability to influence without authority using Salesforce, Salesloft, and/or Qualified.io.
• A track record of consistently meeting or exceeding department goals and/or customer satisfaction.
• Demonstrated ability to work with and manage relationships with customers and partners at a senior management and director level.
• Experience with structuring client deliverables using AI/GenAI tools.

Nice-to-Haves

• Network of medical affairs and/or commercial teams within the pharma industry.
• Ability to leverage Generative AI (GenAI) tools and other sales technology to streamline or automate aspects of your workflow.