Job Description
IntegriChain is the data and application backbone for market access departments of Life Sciences manufacturers. We deliver the data, the applications, and the business process infrastructure for patient access and therapy commercialization. More than 250 manufacturers rely on our ICyte Platform to orchestrate their commercial and government payer contracting, patient services, and distribution channels. ICyte is the first and only platform that unites the financial, operational, and commercial data sets required to support therapy access in the era of specialty and precision medicine. With ICyte, Life Sciences innovators can digitalize their market access operations, freeing up resources to focus on more data-driven decision support. With ICyte, Life Sciences innovators are digitalizing labor-intensive processes freeing up their best talent to identify and resolve coverage and availability hurdles and to manage pricing and forecasting complexity.
We are headquartered in Philadelphia, PA, with offices in Ambler, PA; Somerset, NJ, Raleigh, NC, and Pune, India. For more information, visitwww.integrichain.com, or follow us on Twitter @IntegriChainandLinkedIn.
This customer-facing role serves as the main driver of the communication between corporate (small to mid-tier) customer accounts and IntegriChain, and as secondary support for enterprise (large) accounts. Reporting to the Director, Customer Engagement, this individual will be responsible for business analysis, relationship management, and data support for our customers in adherence with our service-level agreements (SLAs), and will support multiple customers/implementations simultaneously.
The position requires crisp account management skills: manage expectations, make and meet commitments, always deliver work of utmost quality on time, and communicate effectively throughout.The ideal candidate has a desire to establish an immediate rapport with our customers, help them solve business problems with our tools, and earn their trust with timely responses and excellent partnership.The right type of personality in this role is that of a people person with a natural desire to succeed and drive growth of a portfolio to ultimately own larger, more complex, marquee accounts.
It’s a thrilling time to join the Customer Engagement team. This practice area manages the life cycle of each Channel and Patient customer’s engagement with IntegriChain, with team members owning reacting to customer needs most certainly, but also leading usage and adoption, training customers on how to get the most of tools, and supporting customer implementations to IntegriChain’s solutions. The team also is going deeper into establishing whateach customers’ key performance indicators (KPIs) that allow IntegriChain to demonstrate value. A new, formalized Customer Satisfaction Survey program lives with this team, and with it, we’ll track our progress by surveying customers regularly and formally, and using their feedback to strengthen our account service plans and our products.
Duties:Provide front-line support to customers, including ownership of end-to-end resolution of customer data questions and issues;Coordinate, prepare, and lead regular customer Business Reviews for corporate accounts;Provide IntegriChain and customer performance data analysis to assist in prep for Business Reviews with enterprise accounts;Deliver regular customer satisfaction evaluations and ensure customer satisfaction scores remain at or above the company defined standard;Enhance ongoing data processing and deliver efficiencies through critical analysis of data architecture and usage via applied continuous improvement;Support process flow analysis and process redesign when applicable;Understand each customer’s business needs and pain points, act as our advocate to explain the value IntegriChain services provide, and drive usage of the products to which the customer subscribes;Document, train and update processes and insights as they relate to the customer;Collaborate with subject matter experts, developers, and QA teams to manage the delivery of newly defined analytics and reports from start to finish;Participate in creating a detailed project plan to match customer requirements for custom requests and enhancements;Participate in training, documentation and delivery efforts in concert with other project team members;Define, document, and gain customer approval for new and enhanced report requirements to provide analytical, reporting and data mart structures that enhance data visualization;Train internal Operations and Sales staff on new offerings and feature enhancements;Evaluate and recommend new technologies or process change that will enhance the current environment or provide greater business advantage;Provide support and insight to the B
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