CRM Engagement Specialist
TIAA
Client Success Director – Life Sciences
Intelligent Medical Objects (IMO)
full-time
Posted on:
Location Type: Hybrid
Location: California, Illinois, Texas • 🇺🇸 United States
Visit company websiteSalary
💰 $125,000 - $175,000 per year
Job Level
Lead
About the role
- Partner with pharma, biotech, device, and research clients to unlock the full potential of IMO Health’s data normalization, NLP, and trial enablement solutions.
- Build trusted relationships, drive adoption, and deliver measurable outcomes that enhance research quality, streamline study execution, and support regulatory and commercial success.
- Maintain successful customer relationships by understanding client’s business models, challenges and how IMO Health products deliver value and improve outcomes.
- Intimately understand assigned client licensure vs. adoption (what’s been implemented) vs. utilization (organizational impact) and articulate client value to improvements in both categories.
- Participate in product training and be able to clearly articulate functionality, delivery and use cases for products in our life sciences segment.
- Increase customer loyalty, reduce churn, and maximize customer lifetime value, driving long-term success.
- Ensure that customer feedback is systematically collected, analyzed, and addressed, maintaining high levels of customer satisfaction and engagement.
- Act as the primary contact for resolving complex or critical customer issues, ensuring timely and effective solutions to maintain strong relationships.
- Identify opportunities to align with internal teams and management strategically to drive customer success initiatives and enable future growth.
- Use customer data and feedback to identify risks, opportunities, and trends, making informed, data-driven decisions to enhance customer outcomes.
- Collaborate with sales, product, and marketing teams to ensure customers have a consistent and positive experience at all touchpoints.
- Remain current with life sciences market trends and innovations to determine impact to current state and future growth.
Requirements
- Minimum of 7 years in client success, account management, or a related role, ideally within the technology sector serving life sciences organizations.
- Understanding of life sciences organizations, and the ability to navigate complex corporate structures, functions, and roles across the research, development, and commercialization value chain.
- Demonstrated ability to serve as a strategic advisor, effectively guiding clients through intricate solutions and showcasing their value.
- Exceptional verbal and written communication abilities, capable of conducting polished presentations and meetings with executive-level audiences, both remotely and in-person.
- Highly flexible and self-motivated, with an entrepreneurial mindset that thrives in dynamic environments.
- Strong analytical skills to assess and address customer challenges, offering effective and innovative solutions.
- Proficient in Salesforce CRM and the MS Office Suite, with the ability to leverage these tools to drive client success.
Benefits
- IMO Health offers a comprehensive benefits package. To learn more, please visit IMO Health's Careers Page.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data normalizationnatural language processingcustomer data analysisstrategic advisorycustomer success initiativesrisk identificationtrend analysissolution implementationmeasurable outcomescustomer feedback analysis
Soft skills
relationship buildingcommunicationpresentation skillsanalytical thinkingproblem-solvingflexibilityself-motivationentrepreneurial mindsetcollaborationcustomer satisfaction
