Senior Client Success Manager

Informa Intelligence, part of the FTSE 100 Informa Group, provides data, intelligence and insight to clients globally. Informa Intelligence has 2500 staff in 60 locations across the globe with significant coverage in the USA and a large central London UK office. We have over 100 product lines spanning five key industry verticals: Pharma, Finance, Lloyd's List Intelligence, Asset Management and Construction with dynamic and evolving plans to significantly grow the portfolio of products and customers.

We're looking for individuals that embrace client contact, whether in person or virtually. You will have the confidence to conduct business discussions, develop and build rapport, and network with C-Suite. This is not a sales role but to mitigate any large cancellation risk this person needs to know, meet with, and build rapport with senior stakeholders, make new contacts, get introductions to other departments, and get to know the top users of our services who are internal influencers of our services. All to continue providing service and boosting the value and usage of our services.

This role will work in very close partnership with key/strategic account managers. In addition, they will have the ability to work both independently and in collaborative, cross-functional teams including Product Management, Marketing, and Editorial.

The Senior CSM will provide mentorship to newer members of the CSM team; be responsible for their certification on some/all of the Pharma Intelligence portfolio; and take the lead in team-specific initiatives with the final goal of adherence and best-practice.

Based in Basel, this role will require a 50/50 split between local onsite travel and remote working. 

Responsibilities:

As a Senior CSM and part of the Key/Strategic Account team you will be accountable for the client retention and growth of the account. You will promote maximum value from their investment in our services and subscriptions, aiming for full utilization of their licenses, identify new opportunities, and collaborate with sales teams to ensure growth attainment and increased footprint.

• Coach customers to ensure they are leveraging all available services such as Help & Training, Communities, User Groups, webinars etc.
• Track usage of all products across roles within Key/Strategic Account portfolio and address underutilization and risks through additional training and workshops.  Create and implement a plan with the account team to grow the number of users and overall usage in all target accounts across all services
• Effectively network within accounts from the C-Level down to establish a transformational Business Roadmap/Blueprint to ensure achievement of business goals while working within an Informa account team matrix and evangelizing all Informa capabilities and products.
• Identify risks to the client achieving their stated business goals and work with the virtual team to build a risk mitigation plan.
• Provide feedback and key insights (Voice of Customer) pertaining to product usage, product perception and competitors and Communicate new and on-going findings to stakeholders—Account Manager, Product Management, Marketing, Consulting and/or Editorial as appropriate
• Represent the business at trade events and on client site. This role will entail a majority of time meeting with customers at client sites to network, build and strengthen business relationships, and conduct service reviews / check ins.
• Develop and maintain long-term relationships with stakeholders in your account portfolio, where appropriate, by networking between customers, partners, and across Informa BI.
• Evaluate and balance travel needs in order to demonstrate ROI.

• BA/BSc in science or related discipline
• 5+ years pharmaceutical industry experience
• 5+ years relevant experience managing client relationships
• Strong Interpersonal skills, highly motivated, with a strong orientation toward client relationships
• Excellent written, verbal and presentation skills a must. Communication skills to translate complex yet informative messaging for clients
• Highly organized, methodical, and process-driven, demonstrating a drive to improve internal processes whenever possible.
• Ability to work well independently, and as part of a team
• Attention to detail, ability to meet deadlines and respond to clients timely.
• Ability to handle pressure, juggle multiple responsibilities simultaneously, and work well with a diverse customer base and various internal teams
• Strong knowledge of and familiarity with the Microsoft office suite; able to create client-ready deliverables in Excel and PowerPoint to present fundamental concepts, critical thinking, and analysis.
• Experience using CRM tools, Saleforce.com an advantage
• Ability to travel globally as required
• Excellent spoken and written English required, along with at least one other European Language (ideally German)

Why work for Informa?

• 25 days annual leave plus 'extra days' and a volunteer day per year
• Personal benefits suited to you; language lessons, halftax card or gym membership
• Accident Insurance Cover
• Contributory Pension
• Swiss Air-Rescue

We know that sometimes the 'perfect candidate' doesn't exist, and that people can be put off applying for a job if they don't fit all the requirements. If you're excited about working for us and have most of the skills or experience we're looking for, please go ahead and apply. You could be just what we need! We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, Informa is proud to be an Equal Opportunity Employer. We do not discriminate on the basis of race, colour, ancestry, national origin, religion, or religious creed, mental or physical disability, medical condition, genetic information, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender identity, gender expression, age, marital status, citizenship, or other protected characteristics under local law.