The Portfolio Customer Success Manager drives client success with Viseven's SaaS platform, guiding digital transformation, overseeing initiatives, and ensuring customer satisfaction while identifying new opportunities.
Viseven Group is a leading global B2B MarTech service provider, empowering Pharma and LifeScience companies since 2009. Our mission is to drive digital transformation and excellence, offering comprehensive end-to-end software and digital marketing services tailored to the pharmaceutical industry. The company's solutions, products, and services are actively used by the top 100 Pharma and Life Science companies.
At Viseven, our rapidly growing team boasts over 700 highly skilled professionals, including experts in development, design, business analysis, project management, delivery, sales, marketing, and customer success.
With a global footprint in more than 30 countries across the US, LATAM, Europe, and APAC, and physical offices in Ukraine, Poland, Estonia, India, and the US, we are well-positioned to serve our diverse clientele.
Join us and become part of a pioneering team dedicated to shaping the future of digital transformation in Pharma and Life Sciences across more than 50 countries around the globe.
Role description: As a Portfolio Customer Success Manager, you will play a critical role in helping our clients succeed with our SaaS platform eWizard, as well as additional services. You will act as a trusted advisor, driving adoption, satisfaction, and long-term value through guidance and hands-on support.
Responsibilities:
- Be a valued partner to a Client. Act as a strategic partner to clients, guiding them through digital transformation efforts, sharing market trends, best practices, and leveraging the entire product and service portfolio to achieve maximum benefits mutually. Be the voice of a customer to internal teams.
- Offer product and service expertise. Offer expert advice on the whole portfolio of Viseven products and services, ensuring clients fully understand and utilize these solutions to achieve maximum benefits.
- Orchestration. Oversee initiatives across the portfolio, coordinating with internal teams to ensure successful execution. Manage day-to-day communication and keep all the stakeholders on the same page. Measure progress and ensure customer satisfaction. Challenge customers, if need be, on how to do better.
- Drive adoption of the platform / new ways of working via supporting the onboarding process, providing help, advice, and consultancy to clients in the post-onboarding period.
- Identify new opportunities by finding gaps, pain points, and covert to opportunities along with new opportunities. Support the Sales team during the scoping of qualified opportunities.
- Perform regular status review, measure performance results against agreed KPIs, share feedback with all stakeholders, and plug gaps if any.
- Collaborate with internal teams, including but not limited to delivery, product, support, and account teams, to ensure a seamless customer experience.
Required Hard Skills and Experience:
- Location: APAC region
- Native/fluent in Japanese and English
- Korean - strong advantage, other APAC languages are a plus
- Experience in Customer Success or Account Management, ideally in a B2B SaaS or digital services environment.
- Strong client engagement skills with the ability to work at both strategic and operational levels.
- Project management capabilities, with a focus on driving outcomes and coordinating across multiple teams.
- Excellent communication and relationship-building skills, with a proactive, solution-oriented mindset.
- Understanding of the pharmaceutical industry and digital transformation trends is a plus.
- Comfort with data and KPIs, with the ability to analyze trends and identify areas for improvement.
Soft Skills:
- Proactivity, curiosity, and eagerness to learn.
- Adaptable and comfortable navigating change.
- Strong listener who communicates clearly and with empathy.
- Team player who collaborates across functions.
- Confident in giving and receiving feedback.
- Able to handle complexity, resolve conflicts, and keep things moving forward.
Will be a competitive advantage:
- Understanding of the pharmaceutical industry, market dynamics, and digital transformation trends.
- Knowledge of the range of products and services offered by the organization, and how they integrate within the digital infrastructure of relative platforms and tools like DAM (ex. Veeva), CRM (Veeva/Salesforce, IQVIA, etc), Marketing automation (SFMC, Eloqua, etc.)
What we provide:
We know our team members are key to achieving our goals, so we value and empower them to share their vision. We reward this passion with exceptional benefits, including:
Competitive Compensation: Regular performance-based salary and career development reviews.
Experienced Team: Join a passionate, experienced team in a friendly atmosphere.
Career Growth: Opportunities for professional and career advancement.
Paid Time Off: 18 business days per year (20 business days after 2 years of service).
Sick Leave:
Non-documented: 4 business days per year.
Documented: 20 business days per year.
Family Leave: 3 paid business days for marriage, childbirth, or bereavement.
Medical Insurance: Comprehensive coverage.
English Courses: Learning opportunities to improve your language skills.
Professional Development: Participation in forums and conferences.
Corporate Events: Regular team-building activities and events.
Work Environment: Enjoy a comfortable, fully equipped office and the possibility to work from home.
Top Skills
CRM
Data Analysis
Digital Marketing
Eloqua
Project Management
SaaS
Salesforce
Sfmc
Veeva
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