Vumedi

Customer Success Manager

• Build meaningful relationships with customers and key stakeholders by learning about their business, understanding their goals and making impactful recommendations
• Partner with customers to develop strategy for higher performance and ROI on the platform
• Educate customers to become Vumedi experts and understand the value in digital peer to peer education
• Lead the development, management and execution of Vumedi’s customer programs, tracking to deadlines, communicating updates and delivering above customer expectations
• In partnership with your Sales and Solutions colleagues, identify and forecast expansion opportunities
• Maintain detailed records to document customer status and updates
• Achieve/exceed renewal rate target across assigned accounts
• Regularly engage key stakeholders to communicate ROI through Customer Journey milestone meetings
• Be an industry expert and partner cross-functionally to strategize and advocate on behalf of your customers
• Collaborate with internal teams to ensure customer requirements and goals are met

Compliance

• Anticipate blockers from brand and agency and troubleshoot escalated concerns to accelerate launch timelines
• Lead concept reviews to surface legal/regulatory concerns before full MLR submission
• Identify items that expedite the process starting at pre-sales, all the way through kick-off, development, review and launch
• Serve as the Pharma Compliance SME to be the escalation liaison with legal and regulatory concerns
• Attend Live MLR reviews as needed
• Conduct After-Action Reviews with account teams to gather insights and apply learnings to future programs
• Maintain ongoing knowledge of regulatory and compliance policy changes, ensuring VuMedi stays aligned with evolving FDA/industry standards
• Educate internal teams (Sales, Solutions, Customer Success, Compliance Operations) on pharma review nuances, brand expectations, and regulatory tiers
• Train customer-facing teams to proactively address common blockers and engage pharma marketers in their own language
• Refine decks, talk tracks, and enablement resources to articulate how Vumedi products remain compliant and why certain Vumedi offerings are exempt from review
• Collaborate with the enablement team to support onboarding of pharma clients and procurement teams
• Strengthen relationships with brand marketers, agencies, and regulatory stakeholders to reinforce Vumedi’s role as a trusted partner
• Audit current workflows and implement best practices from pharmaceutical marketing operations
• Identify and optimize processes that will determine the kind of attention and priority Vumedi’s projects get in the operational workflow of a brand team
• Introduce efficiencies in cross-functional review processes, reducing internal and external delays
• Partner with account teams to align timelines with industry realities and set appropriate client expectations
• Identify new, monetizable service opportunities and product enhancements

Customer Success Manager

Regulatory & Compliance Operations Lead