What You Do:

The Client Success Specialist must possess strong organizational and project management skills to monitor workflow within a team environment and ensure that client deadlines are met.  The Client Success Specialist must communicate with management and/or client’s issues and make recommendations for solutions to ensure client expectations are met.  The Client Success Specialist will perform an assortment of duties including but not limited to data entry, filing, archiving, report generation, updating of spreadsheets, copies, mail processing and letter assembly.

In addition to the administrative tasks above, the Client Success Specialist will also perform data entry functions that include but are not limited to entering Sample Management sampling-based forms.

How You’ll Do It: 

• Adheres to client’s SOPs and PDMA requirements for assigned tasks
• Follows SOPs for monitoring and identifying exceptions
• Monitor and analyze internal dashboards, report and data to ensure regulatory compliance for Rep Initiated and Non-Personal Promotional programs
• Responsible for generating reports specific in the support of multi-channel programs
• Initiate the termination process and acts as a liaison between all parties seeing the termination to completion, as well as maintain a termination log
• Supports Client Field Representative Sales Force with their Sample Accountability needs (transactions, documentation, responses to questions)
• Supports non-representative based Direct-to-Practitioner (DTP) programs with their sample management needs (transactions, documentation, responses to questions)
• Provides support to the team’s Client Success Analysts and Associate Manager
• Examine Sample Documentation submitted by client field representative and/or HCP Sample Requests; verifies data, prepares for processing
• Performs data entry of all sample transactions (Rep initiate) per client service agreements
• Monitor and Perform data entry of sample related transactions (Rep Initiated initiated) including but not limited to call cards, sample shipments, sample transfers, sample returns, and periodic inventories, HC requests to maintain client service requirements
• Maintains roster of all client field Sales Representative per project
• Monitor Client general email inbox and answers client hotline and responds to external questions and requests via phone and email
• Offers suggestions for process improvements

What You Need: 

1. 2+ years’ experience in a business/office environment, pharmaceutical industry preferred, Sample Management/PDMA a plus
2. Customer Service environment experience preferred
3. High School diploma (or equivalent) required, BA/BS degree (or equivalent) in a business related field desired
4. Professional verbal and written communication skills including grammar, spelling, and punctuation
5. Strong interpersonal skills and professional presentation

Knowledge, Skills & Abilities: 

1. Understands sample accountability/management from the perspective of supporting the Field Sales
2. Representatives and Multi-Channel programs
3. Proficiency with Microsoft Office especially Word, Excel, and Outlook
4. Proficient with Adobe Acrobat
5. Ability to handle multiple tasks simultaneously
6. Strong organizational and prioritization skills
7. Ability to work under pressure and within tight deadlines
8. Strong follow-through on projects and duties
9. Aptitude to prioritize and plan work activities and use time efficiently
10. Ability to deal with frequent change, delays or unexpected events and capability to adapt to changes in the work environment and manage competing demands
11. Strong observation skills with the ability to pay close attention to detail
12. Reliable attendance and punctuality a must