Job Title: Customer Success Manager (Pharmacovigilance Suite)
Location: Hyderabad, Telangana, India (In-Office)
Department: Customer Success
Experience Range: 4-8 Years
Employment Type: Full-time
You will be the primary advocate and strategic partner for our clients in the Pharmacovigilance (PV) industry. Your role is to ensure clients derive maximum value from our AI-powered Safety Product Suite, driving adoption, satisfaction, and retention.
You will blend deep domain knowledge with excellent communication skills to guide clients from onboarding to full-scale implementation.
Responsibilities:
- Manage the entire post-sales client lifecycle, including onboarding, training, and strategic reviews.
- Act as the main point of contact for a portfolio of PV clients, building strong, trusted relationships.
- Proactively monitor client health and platform usage to identify and mitigate adoption risks.
- Translate complex client feedback and business requirements into clear, actionable specifications for product and engineering teams.
- Collaborate with sales, engineering, and support teams to ensure a seamless customer experience and resolve escalated issues.
- Identify opportunities for account growth and expansion within your client base.
- Create and maintain documentation and best practices guides to support client success.
Required Skills and Qualifications:
- Bachelor's degree, preferably in a technical or life sciences field.
- 3-5 years of experience in a Customer Success, Account Management, or client-facing role.
- Strong understanding of Pharmacovigilance processes and the pharma industry.
- Excellent communication, presentation, and interpersonal skills.
- Ability to translate technical concepts and product features into clear business value.
- Strong organizational skills and attention to detail.
- Proactive and customer-centric attitude.
- Experience with project management & reporting tools
Desired Skills and Qualifications:
- Experience in healthcare/pharma IT products and processes.
- Prior experience with Safety Databases such as Oracle Argus Safety or Veeva Systems.
- Experience with GxP-regulated environments.
- Familiarity with AI and Generative AI concepts.
Perks:
- Competitive salary and benefits package.
- Collaborative and supportive work environment.
- Opportunities for professional growth and development.