Client Partner, Mavens

We are seeking a Client Partner to join our team at Komodo Health. The Client Partner will be responsible for maintaining strong customer relationships to ensure successful renewals while driving growth opportunities. The role involves upselling managed services, expansion of project services, and/or expanding existing accounts by selling new workflow solutions and increasing license adoption to existing customers.

Key Responsibilities:

• Prioritize a customer-first approach in all interactions and decision-making, ensuring the customer's needs are at the forefront.
• Provide strategic support and guidance on key deliverables and respond promptly to customer requests for existing business.
• Collaborate with Engagement Leads to manage project scope, address escalations, and ensure alignment with customer expectations.
• Work closely with Project Managers and Engagement Leads to handle customer investment requests, negotiate contracts for new projects, and renew Managed Services agreements.
• Partner with the consulting organization and project teams to address customer concerns, resolve escalations, and assign the most qualified team for each project, ensuring successful delivery and customer satisfaction.
• Drive account expansion and growth by fostering deeper engagement across the existing account base.
• Proactively identify and pursue new opportunities within a dedicated portfolio of top 20 accounts, focusing on strategic growth and value creation.

Value Delivery:

• Communicate/evangelize the value delivered and ROI for renewals and existing business
• Prepare for and lead QBRs
• Ensure effective management of customer escalations in collaboration with the Engagement Lead to drive resolution and maintain client satisfaction

Account Growth:

• Proactively educate stakeholders on new services and product features in coordination with Solution Leads
• Ensure BANT and secure budget for renewals, managed services on existing business
• Ensure BANT and secure the budget for certain allowed upsells on existing business: Additional Mavens assets, including Medical Information Cloud, Publications Planning, Care Connect, or Grants Management
• Engage regularly with buyers / key decision makers for existing business
• Develop all renewal/expansion collateral
• Identify other upsell opportunities

Requirements:

• 10+ years overall working experience in the biopharma industry, with 10+ years in a client-facing role as a consultant or life sciences software/service provider
• Prior experience in sales or delivery of software/consulting services with penetration into multiple customer groups, experience selling, deploying, or servicing cloud-based SaaS product offerings to Life Sciences customers, specifically related to Force.com
• Effective communication and storytelling skills, and the ability to successfully communicate with a variety of levels within a biopharma organization
• Strong project coordination and account management skills, with a passion for delivering tailored solutions and driving customer success through strategic planning and execution
• Impeccable project management skills and the ability to influence without authority using Salesforce, Salesloft, and/or Qualified.io
• A track record of consistently meeting or exceeding department goals and/or customer satisfaction, with comfort in providing recommendations and solutions based on rigorous research and analysis underpinned by deep expertise and thought leadership
• Demonstrated ability to work with and manage relationships with customers and partners at a senior management and director level
• Experience with structuring client deliverables using AI/GenAI tools to streamline, automate, or enhance your ability to “tell the story” with supporting analysis in a clear and effective manner

Preferred Skills:

• Network of medical affairs and/or commercial teams within the pharma industry
• Ability to leverage Generative AI (GenAI) tools and other sales technology to streamline or automate aspects of your workflow, such as drafting personalized initial outreach emails, synthesizing research on target accounts, and continuously refining message resonance for optimal response rates

Salary Range: $165,000-$195,000 USD