Customer Success Manager

CSMs are there to strategically partner with our clients, ensuring they have the skills and resources they need to maximize value from the services we provide. They work closely with the Company’s leadership to shape the business strategy, maximize revenue, influence growth, and inspire impactful change.  

The role is based in Ukraine, with a hybrid type of work, including remote work and in-office time. We align our working hours with the time zones of our American clients.  

Knowledge:  

• Develop a high level of knowledge and understanding of the clients’ needs, the capacity of our team and the business to meet and exceed the clients’ expectations.  
• Keep up with industry news, trends, and best practices.

Client Service:  

• Champion the client in all interactions and strive for 100% client satisfaction. Act as a connection between the client and the team. Keep both parties informed of developing matters and project progress, upcoming commitments, and responsibilities.  
• Share weekly reports with clients.  

Strategic Thinking:  

• As the client’s strategic advisor, guide them to success by identifying and driving expansion opportunities.  
• Play an active role in shaping the overall business strategy.  

Initiative:  

• Analyze data/metrics/industry trends to proactively anticipate future issues, provide innovative solutions and enhance workflows.

Leadership:  

• Managing a team of Team Leads (TLs) and Representatives. Use interpersonal skills to align the team with organizational goals.  
• Track the performance of TLs and Representatives to find ways to constantly improve.  
• Energize the team by building relationships and synergies.  
• Collaborate with the team to meet and exceed performance targets.  

In partnership with TLs: 

• Participate in interviews alongside the Client Recruitment team to select Representatives to fill vacancies within the team. Share ideas and make recommendations for continuous improvement of the recruitment process. 
• Distribute tasks and projects within the team. 
• Develop back-up plans to ensure absence of disruption to the team’s daily productivity and goals.  
• Build and manage the team roster, ensuring fairness and consistency.  

• Design an orientation plan that includes welcome, learning and development, and support to enable new hires to succeed.  
• Recommend, coordinate, and negotiate promotions and raises with clients and HR, as appropriate.  

Coaching:  

• Guide the development of the team’s skills and performance.  
• Provide prompt, balanced and constructive feedback to TLs and Representatives.  
• Encourage a healthy, stimulating team environment where every member of the team can thrive.  

• Encourage a growth mindset.  

Communication:  

• Promote the sharing of information.  
• Respond to all communication from clients and team members promptly and thoughtfully.  

• 2+ years’ experience in client-facing / account management / international sales roles.
• 3+ years’ experience in team leadership / performance management roles.
• University degree in a relevant subject.
• Fluency in English and Ukrainian/Russian.
• Interview and project management skills will be a plus.
• Organizational Skills: Establishes correct processes and procedures to achieve business objectives; excellent time management skills with the ability to meet performance targets within tight deadlines.
• Analytical Skills: Builds a logical approach to address issues and opportunities.
• Problem Solving: Looks for creative solutions to complex problems and acts in a flexible and decisive manner.
• Stress Tolerance: Functions well in a high-paced and stressful environment. Ability to deal with ambiguity and uncertainty in the workplace. Stress Tolerance: Functions well in a high-paced and stressful environment. Ability to deal with ambiguity and uncertainty in the workplace.
• Emotional Intelligence: Has a keen awareness of self and others, manages conflict and interpersonal issues effectively.
• Tech savvy: Ability to quickly learn new technologies e.g., client software; proficiency with Microsoft Office Suite and G-suite.

• Competitive salary, with bonus opportunities based on achievement of KPIs.
• Hybrid work environment that balances the best of both worlds – work from the comfort of your home but also get to meet and socialize with your colleagues in the office.
• Opportunity to work closely with Pharmbills’ leadership to shape the business strategy, learn new things and grow your career.
• Opportunity to share your experience as you influence and mentor junior colleagues.
• Surround yourself with a smart and diverse group of people.