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Account Engagement Specialist - US Market Access

  • Apr 29, 2019
  • Boston, MA


Position Objectives: The Account Engagement Specialist (AES) will be joining our fast-growing Customer Experience team responsible for delivering massive value to our customers. On a day to day basis, the AES manages client engagements and works in tight partnership with the Client to do the following:

  1. Set strategic direction for the customer’s use of DRG’s Market Access solutions to address business challenges
  2. Facilitate setting outcomes and measurable objectives with the customer (“success criteria”)
  3. Hold the customer and DRG accountable to delivering against success criteria
  4. Engage across the customer’s organization and works cross-functionally within DRG to identify opportunities and risks, and present recommendations & solutions
  5. Facilitates conversations with customer through a variety of tactics to ensure the client is on track to seeing maximal value from the DRG’s product
  6. Ownership for outcomes including risk management and mitigation, client's value realization, and customer’s & DRG’s mutual success

Duties and Responsibilities:

  • Renewal retention
    • Ensure DRG subscriptions across multiple product lines and capabilities are renewed for defined territory of strategic customers located in the US region (~$7M of renewable business)
    • Understand, document and measure progress of customer success outcomes for all renewable business across customer territory
    • Identify and address risk factors that may jeopardize the customer’s renewal
    • Understand usage of all products included in a customer’s subscription and drive utilization through additional trainings, workshops and campaigns
    • Ensure customer satisfaction by demonstrating customer ROI from partnership with DRG and resolve all identified customer issues
    • Partner with Sales, account owner and representatives to develop and maintain account strategy plan
  • Relationship and contacts
    • Nurture existing and develop new relationships to understand customer needs and provide proactive recommendations on how DRG can help
    • Become embedded with the customer via frequent onsite and virtual touchpoints
  • Develop understanding of customer needs
    • Obtain deep understanding of the customer’s business needs and identify how DRG can support them both through and outside their current subscription
    • Develop and maintain the customer’s organization structure and which vendors they currently work with, including key influencers and decision makers
  • Drive awareness of DRG products & services
    • Grow overall usage and users across all DRG services through customer awareness touchpoints and campaigns
    • Address underutilization of products and services
    • Identify, coordinate and facilitate basic and advanced trainings (may execute if area of expertise)
    • Partner with DRG marketing, product solutions and analyst team to conduct customer specific awareness campaigns
  • Opportunity & lead identification
    • Identify new business opportunities and escalate to sales staff
    • Leverage customer relationships to understand the status of potential and open opportunities


  • Minimum of Bachelor’s degree or equivalent required
  • 3-5 years’ experience in customer relationship management role
  • Pharmaceutical and/or healthcare industry knowledge required
  • Demonstrated understanding of the US Market Access landscape
  • Excellent communication skills, both written and presentation
  • Demonstrate excellent problem-solving skills and ability to work independently (offer solutions to problems)
  • Experience managing cross functional teams within a customer organization to support a joint outcome
  • Ability to articulate customer needs to internal stakeholders to expedite service escalations
  • Ability to prioritize multiple customer and internal needs
  • Experiencing thriving on a team that is constantly evolving based on customer needs
  • Ability to partner with colleagues across multiple functions and business units
  • Comfortable communicating with Sr. Leadership
  • Travel required 25-35% of the time


Decision Resources Group offers best-in-class, high-value information and insights on important sectors of the healthcare industry. Clients rely on this analysis and data to make informed, knowledgeable decisions. With more than 1,300 employees worldwide, Decision Resources Group provides the pharmaceutical, biotech, medical device, financial services and managed care industries with the analytics they need to compete and thrive in an increasingly competitive marketplace. Through both organic growth and an aggressive acquisition strategy, Decision Resources Group has become the premier provider of healthcare analysis and data in the world. Visit our page at https://decisionresourcesgroup.com.


Decision Resources Group offers a competitive compensation package and medical, dental, vision and life insurance programs from first day of employment. We also offer a 401(K) retirement plan after two complete months of employment.

Decision Resources Group is proudly committed to equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, marital status, disability, gender identity or Veteran status.


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