Customer Success Manager B B (Remote)

We enable clients’ business growth with highly trained, “customer first” teams dedicated to performance excellence and superb service.

Our teams are made up of Representatives who are the foundation of our business; our Customer Success Managers (CSMs) move them forward. CSMs leverage their experience in relationship management while mentoring and developing the team to contribute to the Company’s reputation CSMs are there to strategically partner with our clients, ensuring they have the skills and resources they need to maximize value from our services. They’re closely engaged with the Company’s leadership to shape the business strategy, maximize revenue, influence growth, and inspire impactful change.

What you’ll do

– Domain Knowledge: Develop a high level of knowledge and understanding of the client’s needs, and the capacity of the team and the business to meet and exceed the clients’ expectations.

Keep up with industry news, trends, and best practices.

– Client Service: Champion the client in all interactions and strive for 100% client satisfaction.

Act as a liaison between the client and the team. Keep both parties informed of developing matters and project progress, upcoming commitments, and responsibilities.

Share weekly reports with clients.

– Strategic Thinking: As the client’s strategic advisor, guide them to success by identifying and driving expansion opportunities.

Play an active role in shaping the overall business strategy.

– Initiative: Analyze data/metrics/industry trends to proactively anticipate future issues, provide innovative solutions and enhance workflows.

– Leadership: Performance management of a team of Team Leads (TLs) and Representatives.

Draw on interpersonal skills to align the team with organizational goals.

Track the performance of TLs and Representatives to find ways to constantly improve.

Energize the team by building relationships and synergies.

Collaborate with the team to meet and exceed performance targets.

In partnership with TLs:

Participate in interviews alongside the Client Recruitment team to select Representatives to fill vacancies within the team. Share ideas and make recommendations for continuous improvement of the recruitment process.

Distribute tasks and projects within the team.

Develop backup plans to ensure a lack of disruption to the team’s daily productivity and goals.

Build and manage the team roster, ensuring fairness and consistency.

Design an orientation plan that includes welcome, learning and development, and support to enable new hires to succeed.

Recommend, coordinate, and negotiate promotions and raises with clients and HR, as appropriate.

– Coaching: Guide the development of the team’s skills and performance.

Provide prompt, balanced and constructive feedback to TLs and Representatives.

Encourage a healthy, stimulating team environment where every member of the team can thrive.

Encourage a growth mindset.

– Communication: Promote the sharing of information.

Respond to all communication from clients and team members promptly and thoughtfully.

What you’ll need

● 2+ years’ experience in client-facing / account management / international sales roles.

● 3+ years’ experience in team leadership/performance management roles.

● University degree in a relevant subject.

● Fluency in English and Ukrainian.

● Interview skills and project management skills will be an advantage.

● Organizational Skills: establishes correct processes and procedures to achieve business objectives; excellent time management skills with the ability to meet performance targets within tight deadlines.

● Analytical Skills: builds a logical approach to address issues and opportunities.

● Problem-Solving: looks for creative solutions to complex problems and acts in a flexible and decisive manner.

● Stress Tolerance: functions well in a high-paced and, at times, stressful environment; ability to deal with ambiguity and uncertainty in the workplace.

● Emotional Intelligence: has a keen awareness of self and others, and manages conflict and interpersonal issues effectively.

● Tech savvy: ability to quickly learn new technologies e.g., client software; proficiency with Microsoft Office Suite and G-suite.

Who you are

● Curious: You’re intellectually curious. You ask questions and relentlessly pursue “the why”.

● Fast to action: You make decisions with boldness and confidence, even when faced with uncertainty.

● Excellent communicator: You keep your communication clear and simple. You listen to understand, and you confirm understanding.

● Conscientious: You take your commitments to others seriously and you have strong integrity.

● Unflappable: You’re calm under pressure and believe in yourself and your team’s ability to get the job done.

● Unstoppable: You are determined to succeed and your energy and passion will drive our business forward.

What’s in it for you

● Competitive compensation, with bonus opportunities based on achievement of KPIs.

● 24 Business days per year PTO policy.

● Medical insurance.

● Educational budget.

● Opportunity to collaborate with Pharmbills’ leadership to shape the business strategy, learn new things, and grow your career.

● Opportunity to share your experience as you influence and mentor other professionals.

● Surround yourself with a smart and diverse group of people.