Experience Inc. Jobs

At ICON, it’s our people that set us apart. Our diverse teams enable us to become a better partner to our customers and help us to fulfil our mission to advance and improve patients’ lives.

Our ‘Own It’ culture is driven by four key values that bring us together as individuals and set us apart as an organisation: Accountability & Delivery, Collaboration, Partnership and Integrity. We want to be the Clinical Research Organisation that delivers excellence to our clients and to patients at every touch-point. In short, to be the partner of choice in drug development.

That’s our vision. We’re driven by it. And we need talented people who share it.

If you’re as driven as we are, join us. You’ll be working in a dynamic and supportive environment, with some of the brightest and the friendliest people in the sector, and you’ll be helping shape an industry.

Symphony Health, part of the ICON plc family, is a team of curious thinkers and intellectual problem solvers driving the healthcare data industry forward. We leverage our large, integrated healthcare data repository and our analytic expertise to build customized, agile data solutions which answer the questions our clients -- life science manufacturers, payers, and providers -- have today, as well as those they’ll have tomorrow. Together, we can help patients get the right drugs at the right times.

We believe our success is intertwined with the success of our customers. The Senior Manager, Client Engagement will play a pivotal role in shaping the future of healthcare through the delivery of innovative solutions. This person is a strategic leader with a profound understanding of how data can impact the life sciences industry and who also has a passion for delivering world-class customer experiences. We are seeking a highly accomplished Director who is skilled at engaging and collaborating with C-suite executives to drive mutual success.

Primary Responsibilities:

• Own the Client Engagement function within Symphony’s Commercial team: assess, build, oversee, and lead Client Engagement to continue to be a best-in-class function, a competitive advantage within the industry.

• Set the vision and strategic plan. Manage a team of Client Engagement professionals, to achieve staff goals (satisfaction & development), company goals (revenue and margin targets) and customer goals (outcome-based results).

• Foster a learning culture: hold the team and colleagues accountable in a mutually respectful way to drive continuous improvement. Refine and continuously improve the Client Engagement methodology and framework that provides the outline to align, organize and orchestrate Client Engagement staff (as well as other synergistic functions) to delight Symphony’s clients.

• Develop, maintain, and utilize superior industry, data and solutions knowledge.

• Ensure team understands and communicates data events, product enhancements, etc. that may have an impact on client deliverables/business.

Leadership Responsibilities:

• Oversee staff, teach and support the team of Client Engagement professionals – including the hiring, onboarding, enablement, career development, performance management and reward/incentive structure of all Client Engagement staff.

• Organize and align the team around a common framework that properly connects to regional sales/client locations. Staff oversight includes directors, managers, team lead and individual contributor roles.

• Refine and continuously improve Symphony’s Client Engagement methodology and framework that provides the necessary outline to align, organize and orchestrate Client Engagement staff to delight Symphony’s clients. Including client segmentation, success and client onboarding playbooks, client surveys, etc.

• Drive efforts to develop and maintain Success Playbooks that organize multiple roles within the department to guide clients through the Symphony onboarding process

• Analyze and solve client, product and data problems.

• Partner closely with leadership across the organization to achieve organizational goals.

• Provide ongoing updates and communication to all levels of stakeholder groups.

Client Management Responsibilities:

• Embody and exemplify the spirit, attitude and mindset that defines Symphony’s Client Engagement team.

• Develop, maintain, and utilize superior industry and solutions knowledge.

• Support and guide the Customer Success team to develop value-add, long-term relationships between Symphony and its clients.

• Develop and maintain senior-level relationships with select clients as an active part of the Symphony Client Engagement team.

• Serve as a primary voice in the management and handling client escalations – for any Symphony solution.

• Ensure consistency between client contractual agreements and Symphony’s deliverables – be a voice of the client AND a voice of Symphony.

Sales-Related Responsibilities:

• Support Symphony’s Sales team to drive expansion for data subscription products and market measurement solutions within Symphony’s clients.

• Tell the Symphony story within key client meetings in a consultative and strategic manner.

Operational-Related Responsibilities:

• Develop, implement, achieve, and improve upon key Client Engagement metrics that measure client success and the effectiveness of the Client Engagement function including client health, renewal metrics, and expansion metrics.

• Help ensure the professional services relationship between Symphony and its client.

• Ensure the Client Engagement organization stays within salary cap, T&E and other budget goals.

• Partner with Sales, Product Management, Operations, Technology and Consulting to build and maintain a content repository.

• Ensure all content, information and training materials are easily and readily accessible.

Experience Requirements:

• 15+ years overall successful account management/client engagement career working in the Life Sciences industry.

• 4+ years’ senior leadership experience, including experience managing teams greater than 20 staff.

• Proven ability to design and implement a Client Engagement methodology and framework that are in alignment with customer and company needs.

• Experience packaging defined methodology within a compelling story/pitch.

• Proven ability (track record) to continually achieve customer success goals.

• Relevant data domain experience within the Life Sciences ecosystem is a definite plus - either in vendor, Pharmaceutical Mfg. or with Health informatics companies.

• Bachelor's Degree required; Masters Degree preferred

• Ability to travel up to 20%

Benefits of Working in ICON:

Our success depends on the quality of our people. That’s why we’ve made it a priority to build a culture that rewards high performance and nurtures talent.

We offer very competitive salary packages. And to keep them competitive, we regularly benchmark them against our competitors. Our annual bonuses reflect delivery of performance goals – both ours and yours.

We also provide a range of health-related benefits to employees and their families and offer competitive retirement plans – and related benefits such as life assurance – so you can save and plan with confidence for the years ahead.

But beyond the competitive salaries and comprehensive benefits, you’ll benefit from an environment where you are encouraged to fulfil your sense of purpose and drive lasting change.

ICON is an equal opportunity and inclusive employer and is committed to providing a workplace free of discrimination and harassment. All qualified applicants will receive equal consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

If, because of a medical condition or disability, you need a reasonable accommodation for any part of the application process, or in order to perform the essential functions of a position, please let us know through the form below.

#LI-LE1

#LI-REMOTE