Senior Customer Success Manager at Ideagen managing strategic customer accounts and ensuring value realization through expert guidance and relationship building.
About the role
- Customer Success Manager overseeing relationships with pharmaceutical clients. Guiding effective utilization of Zefr technology to maximize advertising investment.
Responsibilities
- Assist clients with the implementation and integration of Zefr products, including training, troubleshooting, and proactive follow-up.
- Serve as the day-to-day contact for partners, fielding incoming requests, proactively engaging them, and building long-term relationships.
- Provide strategic guidance to help clients meet their primary KPIs and maximize their advertising investment.
- Support customers through technical and strategic challenges while advocating for customer needs with internal teams.
- Proactively monitor campaign performance, identify optimization opportunities, and deliver actionable recommendations.
- Analyze client data to showcase Zefr’s value, develop solutions, and lead initiatives to improve performance and reduce costs.
- Identify common customer challenges and collaborate with cross-functional teams to translate them into business and product needs.
- Develop a deep understanding of the full Zefr product suite and identify opportunities for additional value.
- Partner closely with the Product team, relaying customer feedback to help shape our product roadmap.
- Apply your pharma expertise to guide clients through the unique compliance, safety, audience, and platform considerations that impact pharmaceutical media buying.
- Ensure that digital ad campaigns for pharma clients meet regulatory expectations (e.g., content adjacency sensitivities, brand safety, ISI considerations, and platform-specific pharma policies).
Requirements
- Must have: Prior experience in pharmaceutical marketing, either:
- Working directly on a pharmaceutical advertiser as a client, or
- Working in a pharma-focused or healthcare-focused digital agency.
- Working knowledge of digital ad buying for pharma, including awareness of platform restrictions, compliance considerations, content adjacency risks, and industry-specific measurement needs.
- 2+ years of experience running or supporting programmatic, social, or digital campaigns.
- Proficiency with platforms such as Google Ads, DV360, Meta Ads Manager, TikTok Ads Manager, or similar ad-serving tools.
- Proficiency in English is required.
Benefits
- Flexible PTO
- Medical, dental, and vision insurance with FSA options
- Company-paid life insurance
- Paid parental leave
- 401(k) with company match
- Professional development opportunities
- 13+ paid holidays off
- Flexible hybrid work schedule
- “Summer and Fall Fridays” (shorter work days on select Fridays during the summertime and fall)
- In-office lunches and lots of free food
- Optional in-person and virtual events (we like to celebrate!)
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