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Account Engagement Specialist

  • Jan 25, 2019
  • Philadelphia, PA

Description

Duties and Responsibilities:
  • Renewal retention
    • Ensure DRG subscriptions across multiple product lines and capabilities are renewed globally for 3 to 5 of DRG’s large pharmaceutical accounts (~$10-15M 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 renewal
    • Understand usage of all products across current client subscriptions and drive utilization through additional trainings, workshops and campaigns
    • Ensure client 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 client’s business needs and identify how DRG can support them both through and outside their current subscription
    • Develop and maintain the account’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 and coordinate 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

Requirements

  • Minimum of Bachelor’s degree or equivalent required
  • 3-5 years experience in customer relationship management role
  • Pharmaceutical and/or healthcare industry knowledge required
  • Excellent communication skills, both written and presentation
  • Demonstrate excellent problem-solving skills and ability to work independently (offer solutions to problems)
  • 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

ABOUT DRG:

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.

Benefits

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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