Client Engagement Manager (Remote/US)

About fme

fme Life Sciences focuses on Business Solution deployments leveraging Enterprise Content Services platforms for clients in the Life Sciences Industry. fme is increasingly regarded as a trusted vendor and partner by its clients, who range from small and emerging start-ups to large global pharmaceutical companies. The company is widely regarded as a leader in providing business process consulting, technology platform implementations, managed services, and data/document migration services focused on Content Services and its applicability to business-critical solutions including RIM, Regulatory, Clinical and QMS.

fme is partnered with the leading Business Solutions and ECM vendors supporting the Life Sciences industry, including Veeva Vault, OpenText Documentum, Generis CARA, Honeywell TrackWise and TrackWise Digital, and Alfresco. 

fme’s priority is client satisfaction and assisting them with determining the most effective way to deploy mission-critical technologies. For this role, we are seeking an experienced and dynamic Client Engagement Manager who will be responsible for overseeing client relationships, driving new services sales opportunities within existing client accounts, and serving as engagement oversight and governance.

The Client Engagement Manager’s time is spent across pre- and post-sales activities, acting as the client relationship manager and solution expert across the portfolio of solutions and services offerings. The Client Engagement Manager maintains the executive relationships and acts as an escalation point within these implementations, ensuring tight stakeholder alignment and identifying new opportunities within existing client accounts.

Key Responsibilities:

• Leadingthe development of client-specific implementation proposals and engaging with SMEs across the organization for the optimal solution for the client.
• Achieving annual sales quotas and maintaining sales pipeline to support growth targets within existing client accounts.
• Educating the delivery team about the proposed solution and client needs to ensure successful project delivery.
• Providing oversight to the project team during the engagement via regular internal and external Steering Committee meetings.
• Retaining and nurturing relationships post-engagement to ensure ongoing opportunities are realized and acted upon appropriately.
• Managing project- and account-level escalations, as needed
• Anticipatingneeds and positioning other solutions that may be needed for a successful client experience.
• Ensuring that engagements conclude with fully satisfied clients who are willing to be references for new potential clients
• Managing multiple enterprise and mid-market clients simultaneously.
• Understanding the factors that drive client success for implementations and how they directly contribute to long-term client retention.
• Identifying and mitigating risks to client success.
• Managing and remediating critical escalations and at-risk accounts through effective communication with internal and external leaders and executives.

Requirements

• Bachelor's degree in business administration, technology, healthcare, or a related field.
• Ten (10) years in engagement management and/or client success with a software or service provider with a track record of successfully selling and overseeing complex and small-scale projects alike.
• ·Experience in technology implementation and migration projects within the life sciences industry (regulatory, quality, clinical) with regulated software (21 CFR Part 11, EU Annex 11).
• Excellent communication and interpersonal skills, with the ability to effectively interact with stakeholders at all levels of the organization.
• Strategic thinking and problem-solving abilities, with a focus on driving results and achieving business objectives.
• Proficiency in CRM solutions (e.g., Dynamics 365, Salesforce).
• Knowledge of project management methodologies (e.g., Agile, Waterfall) and experience in implementing best practices.
• Applicants must reside in the United States and possess full authorization to work in the country without any immigration sponsorship requirements. No exceptions.

Benefits

• Health Care Plans (Medical, Dental & Vision)
• 401k with company match
• Life Insurance, Short & Long-term Disability Plans
• Paid Time Off (Vacation, Sick & 10 Paid Holidays)
• Birthday Gifts!
• Employee Referral Program
• Training & Development & Company Retreats
• Wellness Resources/Employee Assistance Program

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