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Account Engagement Specialist - EMEA

  • Apr 4, 2019
  • London, England

Description

Decision Resources Group is seeking a Account Engagement Specialist (AES) to join a fast-growing, global 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:

  • Set strategic direction for the customer’s use of DRG’s Market Assessment and/or Medtech solutions to address business challenges
  • Facilitate setting outcomes and measurable objectives with the customer ("success criteria")
  • Hold the customer and DRG accountable to delivering against success criteria
  • Engage across the customer’s organization and works cross-functionally within DRG to identify opportunities and risks, and present recommendations & solutions
  • 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
  • Ownership for outcomes including risk management and mitigation, client's value realization, and customer’s & DRG’s mutual success

Duties and responsibilities include:

Renewal retention

  • Ensure DRG subscriptions across multiple product lines and capabilities are renewed for defined territory of strategic mid-tier customers located in the EMEA region (~$3M 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 touch points

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 touch points 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
  • Extensive 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)
  • 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 senior leadership
  • Travel required 25-35% of the time

Benefits

DRG offers competitive remuneration and benefits in line with experience;

  • 25 days holiday (increasing with length of service)
  • Pension contribution (employer contribution of 6% from day one)
  • Bonus scheme

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