Senior Client Success Partner
ConcertAI · Plymouth Meeting, Pennsylvania ·
- Seniority
- Senior
- Category
- Customer success
- Experience
- 8+ years
Who are we and why should you join us?
ConcertAI is building the future of precision medicine. We use advanced artificial intelligence and real-world data to transform how healthcare and life sciences generate evidence, make decisions, and improve patient outcomes—starting in oncology and rapidly expanding across therapeutic areas. Our teams partner with the world’s leading pharmaceutical companies, providers, and research organizations to solve some of healthcare’s most complex challenges.
At the core of our innovation is Cara, our next-generation AI platform that unlocks powerful insights from complex clinical, imaging, and molecular data. Combined with our Precision Suite—which unifies real-world data, advanced analytics, and scalable evidence generation—these solutions are transforming how clinical development, regulatory, and commercialization decisions are made.
ConcertAI brings together a portfolio of purpose-built solutions, including TeraRecon, an industry leader in advanced imaging and AI-driven visualization, and CancerLinQ, the ASCO-originated oncology platform advancing care quality and large-scale discovery.
Joining ConcertAI means working alongside bold thinkers, builders, and healthcare experts on innovative, high-impact products that directly improve patient lives. You’ll be part of a fast-growing, mission-driven organization at the forefront of AI-enabled healthcare, with meaningful opportunities for growth and leadership.
Your Opportunity
The Senior Client Success Partner plays a critical role at ConcertAI, Commercial Solutions, with a strong focus on execution. This role is the liaison between our clients and cross-functional internal/external teams, ensuring the timely and successful delivery of our solutions. This position is responsible for building deep relationships with clients, understanding their business, and finding new opportunities for growth in the partnership.
The Senior Client Success Partner ensures that clients receive the highest standard of service possible by overseeing service delivery functions, from project inception to completion, for a specific set of pharmaceutical clients. This role is accountable for the data production lifecycle, ensuring timeliness and accuracy, leading communication with clients. The ideal candidate possesses excellent interpersonal skills, communicates with clarity and concision, and demonstrates the ability to work cross-functionally. Client Service experience within the pharmaceutical industry, other data-driven, or SAAS environment preferred.
How You'll Make an Impact
- Lead internal and client communication pertaining to the progress of production, inquiries and projects
- Lead client status meetings by reporting status of inquiries, bugs, and ad-hoc requests.
- Responsible for producing tracking documents to be presented on client-facing calls.
- Own client relationship for 2-3 clients as the main point of contact
- Lead planning, preparations and presentation of regular client business reviews
- Collaborate with project management teams and production delivery teams to prioritize deliverables
- Independently identify opportunities for organic client growth, within your clients.
- Work closely with Account Executive to draft contracts for New Work Orders and SOWs.
- Track budgets and approve invoices, to ensure timely and complete billing
- Manage and track low complexity projects
- Lead status reviews with key stakeholders, with assistance from a Project Manager on large/complex projects
- Manage and track client data Inquiries, bugs, and ad-hoc requests
- Responsible for ensuring inquiry is triaged to correct party via Jira workflows
- Responsible for ensuring a timely response to inquiries, and escalating issues as needed
- Track all Service Level Agreement adherence
- Responsible for an in-depth knowledge of associated clients’ Service Level Agreements
- Responsible for tracking all relevant data points related to Service Level Agreement tracking
- Responsible for communicating vendor data issues with clients, as needed.
- Manage outbound deliverables through the production cycle to ensure completeness, on-time, and accurate delivery of data.
- Responsible for tracking production issues, working with technical teams to coordinate timely resolution, and alerting client of issues impacting deliverables.
- Responsible for tracking bugs entered by technical teams/analysts and ensuring open bugs are reported to account team as well as the client.
What You'll Bring
- Must have a BA/BS or equivalent experience
- Must have at least 8 years’ experience in account or client relationship management or similar role
- Must have relevant experience in, and knowledge of the pharmaceutical or healthcare related industries
- Must have proven experience problem solving and strong customer service skills
- Must have the ability to lead in a matrixed environment
- Must have the ability to communicate verbally and written to various levels in the organization and client base
- Experience in technology, with a focus on data aggregation preferred
- Proficiency in Microsoft Office Suite
- Experience with CRM software
- Travel expected around 10% or less to client sites
More of description here
Learn More About ConcertAI
Our team at ConcertAI is dedicated to transforming healthcare decision-making through the application of RWE and AI to improve patient outcomes. We work in a fast-paced, dynamic, high-performing culture where diversity, collaboration, and innovation are valued. Join us on our quest to create a world free of disease. Learn more about ConcertAI at www.concertai.com , or follow us on LinkedIn. Serving 1,300 clinical sites globally, TeraRecon - a ConcertAI company - is a Best in KLAS solution provider for AI-empowered radiology, oncology, cardiology, neurology, and vascular surgery. In the future, the combination with ConcertAI could bring a single, advanced AI-augmented diagnosis and interpretation capability from clinical trials to patient care.
EEO & ADA Statement
ConcertAI provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. We are dedicated to providing reasonable accommodations throughout the application and hiring process, as well as during employment, in accordance with applicable federal, state, and local laws. Requests for accommodation will be handled confidentially and in accordance with applicable law.