Working with significant autonomy, the Solution & Sales Enablement Manager will develop long-term relationships with a portfolio of assigned clients. Combining deep product knowledge and subject matter expertise with excellent project management and client relationship skills, this position will provide sales enablement support, manage product deployments, measure and insure client satisfaction and adoption, promote ongoing business development opportunities and support client retention and renewal.
The Solution & Sales Enablement Manager will serve as primary point of contact and escalation point, facilitating issue resolution and marshalling all necessary resources to guarantee client satisfaction and success. Position success will be measured, with potential incentive programs available based on criteria such as client satisfaction ratings, reference participation, and client retention, additional purchase, and renewal metrics.
Essential Job Duties:
Develop and maintain high level of industry and product expertise necessary to fulfill position responsibilities; understand, articulate, and demonstrate Merge eClinical value proposition.
Support business development as a consultative subject matter expert, identifying client business objectives, explaining best practices, documenting and demonstrating product capabilities and use cases.
Provide scope and other contract to business development, based on knowledge of client business needs and deployment expectations.
Develop in-depth understanding of client business practices and goals, connecting them with Merge eClinical product deployment best practices.
Successfully set client expectations regarding Merge eClinical project deployment best practices, features and capabilities, implementation plan, and keys to long-term success.
Guide clients through deployment and contract milestones, deliver high-impact, dynamic online and/or onsite deployment planning, consulting, and training; manage project timeline, budget, and all resources necessary for success.
Insure accurate configuration and tracking of Project activity in OpenAir system, facilitating real-time project revenue projection and realization; make sure service delivery is aligned with executed contract.
Provide escalated product support responses and be able to respond independently to direct client inquiries, including intermediate-level product and study build capability walk-through’s and use case explanations.
Actively monitor and measure client satisfaction, acting as single point of contact for all activities and escalations, and coordinating all resources necessary to resolve issues and promote success.
Recognize patterns related to client satisfaction, adoption, etc. and influence changes in deployment methodology and best practices; suggest and provide functional specifications for product enhancements.
Other duties, as assigned. Apply subject matter expertise in a variety of ways related to marketing and help file content, business development tools, and product improvement.
Required Technical and Professional Expertise
BS/BA degree or equivalent
4+ years’ experience in account management or clinical trials experience
Experience in clinical research; understanding of clinical trial processes
Demonstrated ability to aggressively solve problems and champion client success
Intermediate to advanced Microsoft Office skills
Preferred Tech and Prof Experience
Entrepreneurial attitude, taking great pride in bringing positive change to an organization
Personal interest in giving clients a satisfying and successful experience; enjoy working with people, with natural and effective communication and relationship building skills
Analytical skills; methodical and detail-oriented planner and problem-solver; ability to eliminate variables and identify root causes
Strong, influential written and verbal communication skills, with some technical writing experience.
Reliable, dependable, and ability to keep a consistent schedule
Proactive, with excellent prioritization and task management skills; ability to manage multiple projects simultaneously