Head of Customer SuccessmClinica Health Solutions Inc.

mClinica is hiring for a Head of Customer Success to serve our clients in Southeast Asia and support our growth regionally and globally. We are looking for a highly ambitious, dynamic individual who has the drive to excel. At mClinica, people who take initiative and ownership are rewarded significantly.
Your Role:
•Ability to take a request through the full life cycle of service provision - from accurately capturing the client's request, translating business requirements, coordination, up to delivering the output to the client
• Work between our business development team who sells our solutions to pharmaceutical companies and our product and tech teams who implement the solutions
• To write proposals and coordinate with proposal coordinator to understand the scope of work and implement them
• Enhance the customer relationship management system and processes to better serve clients
• Ability to build high quality lasting relationships and manage these relationships to influence a complex web of internal and external client expectations, stakeholders and sponsors
• To ensure the quality of work provided exceed the satisfaction of clients as an important customer retention tool.
• Understand the client usage, the statistical methodology, as well as the data behind mClinica products and services. Understand the relationship across products (new and existing)
• Create and maintain an environment that guides a project to successful completion
• To identify work procedures, prepare schedules and expedite workflow of activities
• Develop timeline and supervise project timelines to ensure meeting of milestones.
• To be able to communicate revised timeline and milestone between internal and external stakeholders.
• Acquire information and evaluate it to reach a well-justified conclusion, answer or solution.
• Ability to use a logical and systematic approach to analyze data or issues, break them into component parts and identify root causes and provide action when needed
• To assign duties and determine work exactness, conduct scalability, interoperability and portability analysis and identifying external vendors.
• Can handle a team and evaluate team production, revise procedures and improve workflow efficiency to ensure project adherence to goals.
Your Qualifications:
• Candidate must possess at least a Bachelor's/College Degree of any course.
• With at least 5 years proven experience as a Senior Account Manager (B2B) with strong Client Relations
• Pharma, Healthcare, or Tech Industry experience is highly recommended
• Analytical abilities (Data Analysis, Market Insight, Data Crunching, etc.) and problem-solving skills
• Has experience using Customer Service/PM Tools (Zendesk, Zoho, Jira, etc.)
• Proven working experience in project management and Client Success
• Excellent client-facing and internal/external communication skills
• Solid organizational skills including attention to detail and multitasking skills
• An entrepreneurial mindset with outstanding organizational and leadership skills
Benefits:
● Competitive compensation package
● Opportunities for international travel.
● Challenging and diverse assignments
● Fun & casual working environment in an international team.