Customer Engagement Associate

IntegriChain is the data and application backbone for market access departments of Life Sciences manufacturers. We deliver the data, the applications, and the business process infrastructure for patient access and therapy commercialization. More than 250 manufacturers rely on our ICyte Platform to orchestrate their commercial and government payer contracting, patient services, and distribution channels. ICyte is the first and only platform that unites the financial, operational, and commercial data sets required to support therapy access in the era of specialty and precision medicine. With ICyte, Life Sciences innovators can digitalize their market access operations, freeing up resources to focus on more data-driven decision support.  With ICyte, Life Sciences innovators are digitalizing labor-intensive processes – freeing up their best talent to identify and resolve coverage and availability hurdles and to manage pricing and forecasting complexity.

We are headquartered in Philadelphia, PA (USA), with offices in: Ambler, PA (USA); Pune, India; and Medellín, Colombia. For more information, visit www.integrichain.com, or follow us on Twitter @IntegriChain and LinkedIn.

Your mission at IntegriChain:

IntegriChain is seeking a polished, data-savvy, detail-oriented professional to provide ongoing support to customers - the largest life sciences and pharmaceutical companies in the world - who are implementing or in a steady state with our software solutions.

This customer-facing role serves as the main driver of the communication between corporate (small to mid-tier) customer accounts and IntegriChain, and as secondary support for enterprise (large) accounts. Reporting to the Team Lead, Customer Engagement, this individual will be responsible for business analysis, relationship management, and data support for our customers in adherence with our service-level agreements (SLAs), and will support multiple customers simultaneously.

The position requires crisp account management skills: manage expectations, make and meet commitments, always deliver work of utmost quality on time, and communicate effectively throughout. The ideal candidate has a desire to establish an immediate rapport with our customers, help them solve business problems with our tools, and earn their trust with timely responses and excellent partnership.

It’s a thrilling time to join the Customer Engagement team. IntegriChain’s ongoing focus on continuously improving to delight customers puts this team at the intersection of strategic priorities and initiatives, and our customer’s needs. This team owns reacting to customer needs, but also leads driving usage and adoption, training customers on how to get the most of tools, and onboarding them to IntegriChain’s solutions. The team also is driving deeper into establishing customers’ key performance indicators (KPIs) that allow IntegriChain to demonstrate value.

What this role entails:   

• Provide front-line support to customers, including ownership of end-to-end resolution of customer data questions and issues
• Support regular customer business reviews for corporate accounts; Provide IntegriChain and customer performance data analysis to assist in prep for Quarterly Business Reviews with enterprise accounts
• Support process flow analysis and process redesign when applicable
• Understand each customer’s business needs and pain points, act as our advocate to explain the value IntegriChain services provide, and drive usage of the products to which the customer subscribes
• Document, train and update processes as they relate to the customer
• Collaborate with subject matter experts, developers and QA teams to manage delivery of newly defined analytics and reports from start to finish
• Participate in creating a detailed project plan to match customer requirements for custom requests and enhancements
• Participate in training, documentation and delivery efforts in concert with other project team members
• Define, document, and gain customer approval for new and enhanced report requirements to provide analytical, reporting and data mart structures that enhance data visualization
• Evaluate and recommend new technologies or process change that will enhance the current environment or provide greater business advantage
• Provide support and insight to the Base Data team in regards to customer and industry data issues and questions
• Propose process improvements that eliminate toil within the department

What success looks like in this role:

• Create and drive cross-functional resolution of JIRA stories pertaining to customer issues and questions; track and report status to customers
• Complete quarterly documentation of manual internal or external processes that could be automated to reduce department toil
• Document implementation and on-going support for all assigned Customers in Confluence
• Develop conversational knowledge of all IntegriChain Channel and Patient product offerings within 3 months of start date
• Develop expertise in pharmaceutical trade data types and IntegriChain’s data pipeline for the Distribution segment within 3 months of start date
• Develop expertise in at least one IntegriChain value-add product within 6 months of start date
• Increase customer usage of key products and analytics
• Complete training in technical requirements-gathering and documentation within 12 months of start date
• Perform regular demos of customer training modules

What you’ll bring to the table: 

• Work or educational experience in data analysis, business intelligence, visualization or data modeling
• Preferred: understanding of SaaS-based solutions and their support models
• Hands-on analytics experience (work or educational), preferably in pharmaceutical industry
• Experience presenting to audiences or leading customer-facing discussions

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What does IntegriChain have to offer?

• Mission driven: Work with the purpose of helping to improve patients' lives! 
• Excellent and affordable medical benefits + non-medical perks including Student Loan Reimbursement, Flexible Paid Time Off and Paid Parental Leave 
• 401(k) Plan with a Company Match to prepare for your future
• Robust Learning & Development opportunities including over 700+ development courses free to all employees

IntegriChain is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to race, color, religion, national origin, ethnicity, age, sex, marital status, physical or mental disability, gender identity, sexual orientation, veteran or military status, or any other category protected under the law. IntegriChain is an equal opportunity employer; committed to creating a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

Our policy on visa sponsorship for US based positions: Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by IntegriChain.