Senior Engagement Manager, Data Aggregation

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 (USA), with offices in: Ambler, PA (USA); Pune, India; and Medellín, Colombia. For more information, visit www.integrichain.com, or follow us on Twitter @IntegriChain and LinkedIn.

Your mission at IntegriChain:

IntegriChain is seeking a polished, data-savvy, detail-oriented professional to provide ongoing support to data aggregation customers - the largest life sciences and pharmaceutical companies in the world - who are implementing or are in a steady state with our data aggregation solutions.

This customer-facing role is the principal owner of the communication between customer accounts and IntegriChain. Reporting to the Executive Director, Customer Operations, this individual will be responsible for relationship and program management, business analysis, and customer data support in adherence to our service-level agreements (SLAs). The Senior Engagement Manager will manage a small portfolio of key customers that have invested significantly in IntegriChain’s products and services, and could have highly customized and complicated deliverables.

The position requires experience working with Patient-level data, ideally familiarity with SP data feeds, and the complexities and business perspective on patient data aggregation. The ideal candidate also has crisp account management skills: managing expectations, making and meeting commitments, always delivering work of the utmost quality on time, and communicating effectively throughout.

It’s a thrilling time to join IntegriChain as we continuously invest in improving data aggregation solutions to solve the Pharmaceutical Industry’s business challenges. IntegriChain’s focus on delighting customers puts this team at the intersection of strategic priorities, initiatives, and our customers’ needs. This team reacts to customer needs and leads driving usage and adoption, training customers on how to get the most out of the tools, and onboarding them to IntegriChain’s solutions. The team is also driving deeper into establishing customers’ key performance indicators (KPIs) that allow IntegriChain to demonstrate value. 

What this role entails:   

• Manage client activities, tracking systems, and staff responsible for client support to ensure client programs meet or exceed expectations, enabling successful utilization.
• Work with key internal and external stakeholders to support the utilization of data aggregation solutions with a business focus.
• Serve as the customer's key point of contact, lending subject matter expertise to address key questions, and when needed, acting as liaison between client and internal teams to ensure thorough understanding of questions and mutual alignment on solutions.
• Review and analyze customer requirements or issues and assist in developing functional resolution tools and/or work products.
• Design, structure, and deliver client presentations and work products appropriate to the audience's characteristics or needs.
• Assemble Service Level Agreements, Key Performance Indicators, usage, volume, and value stats for Executive Business Reviews.
• Evaluate and provide feedback regarding risks, quality, and overall probability of success to minimize negative impact on program objectives and deliverables.
• Present performance and quality status updates to key stakeholders (e.g., steering committee, senior management, project sponsor) to inform them of program status and gather program-related feedback.
• Participate in or lead internal teams that design, develop, and deliver Integrichain's solutions offerings and multidisciplinary, cross-functional projects.
• Gather task and resource requirements for non-standard requests or customizations, enabling creation of a change request and statement of work.
• Ensure prior execution experience and industry expertise are integrated into new program execution approaches from the initiation phase through ongoing support.
• Drive process flow analysis and process redesign when applicable
• Build customer relationships with senior-level executives and stakeholders
• 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
• Proactively communicate and escalate customer health and retention concerns, and lead the development of an action plan to address concerns
• Develop, document, train, and update processes as they relate to the customer
• Evaluate and recommend new technologies or process changes that will enhance the current environment or provide greater business advantage
• Provide guidance and training to internal team members acting as additional support on your accounts

What you’ll need to thrive in this role:

• Flexibility to support client needs and work Pacific Time hours. 
• Demonstrated ability to collaborate at all levels to get critical work done
• Proficient with Microsoft Windows and Microsoft Applications, including Excel
• Excellent verbal and written communication skills
• Strong analytical, problem-solving, organizational, and administrative skills
• Ability to work independently, as well as a team member, in a dynamic, fast-paced, and deadline-oriented environment
• Prior experience collaborating with all levels of the organization, and providing coaching and feedback
• Demonstrated success in developing relationships with colleagues and customers
• Excellent problem-solving and troubleshooting skills to perform root cause analysis
• A self-starter mentality, passionate about ensuring a positive customer experience
• Experience in querying tables using SQL
• Experience communicating technical specifications and developing technical specification documentation to define methods of implementation
• Experience providing training to internal and external stakeholders

What you’ll bring to the table:

• 3+ years of experience in data aggregation, patient-level data experience preferred
• 5+ years of experience working in the pharmaceutical industry
• 3+ years of experience in a role responsible for customer success, or program or project management

#LI-ZG1

What does IntegriChain have to offer?

• Mission driven: Work with the purpose of helping to improve patients' lives! 
• Excellent and affordable medical benefits + non-medical perks including Student Loan Reimbursement, Flexible Paid Time Off and Paid Parental Leave 
• 401(k) Plan with a Company Match to prepare for your future
• Robust Learning & Development opportunities including over 700+ development courses free to all employees

IntegriChain is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to race, color, religion, national origin, ethnicity, age, sex, marital status, physical or mental disability, gender identity, sexual orientation, veteran or military status, or any other category protected under the law. IntegriChain is an equal opportunity employer; committed to creating a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

Our policy on visa sponsorship for US based positions: Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by IntegriChain.