Customer Engagement Manager

IntegriChain

Customer Engagement Manager at IntegriChain managing relationships with pharmaceutical clients implementing software solutions. Focusing on customer satisfaction, problem resolution, and strategic improvements.

Posted 7/1/2026full-timeRemote • Pennsylvania • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Own end-to-end resolution of complex customer data questions and issues; drive cross-functional resolution by anticipating roadblocks and taking action based on impact analysis
Own the preparation, delivery, and follow-through of Quarterly Business Reviews for both corporate and enterprise accounts, including performance data analysis and strategic recommendations
Deliver regular customer satisfaction evaluations and ensure customer satisfaction scores remain at or above the company defined standard; Enhance ongoing data processing and deliver efficiencies through critical analysis of data architecture and usage via applied continuous improvement
Drive 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
Manage the communication of timelines, change requests, and status reports of all corporate customer associated projects
Proactively identify, escalate, and lead the response to customer churn risks; develop and own action plans to address concerns, leveraging cross-functional teams and data-driven reasoning to influence outcomes; Develop, 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
Lead the creation of project plans for custom requests and enhancements; guide internal stakeholders through task execution within assigned modules, track progress, and ensure timely team delivery
Lead training, documentation, and delivery efforts; coach and develop junior team members on best practices across 2–3 modules and share knowledge cross-functionally
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
Coach and develop Customer Engagement Associates on account leadership, complex problem-solving, and customer communication; informally lead project pods or team initiatives as needed
Propose process improvements that eliminate toil within the department

Requirements

What you’ll need

Preferred: experience working for a Saas provider with knowledge of support models
3+ years of analytics experience, preferably in the pharmaceutical industry
4+ years in a customer engagement, customer success, or account management role; demonstrated ability to build trusted relationships, resolve escalations, and influence outcomes across internal and external stakeholders

Benefits

Comp & perks

Excellent and affordable medical benefits + non-medical perks including Student Loan Reimbursement
Flexible Paid Time Off
Paid Parental Leave
401(k) Plan with a Company Match

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Data AnalysisPerformance Data AnalysisProcess Flow AnalysisProject ManagementReport Requirements DefinitionData ArchitectureContinuous ImprovementCustomer Satisfaction EvaluationSaaS Support ModelsPharmaceutical Industry Knowledge

Soft Skills

Relationship BuildingProblem-SolvingCommunicationCoachingInfluencing