Customer Engagement Manager

POSITION TITLE: Customer Engagement Manager

POSITION LOCATION: Remote, USA 

POSITION SUMMARY: 

The Customer Engagement Manager is responsible for supporting customers, internal and external, by bridging the gap between our RWD products, BD, data operations, RWE team, and our customers’ translational research and drug development objectives. The Customer Engagement Manager partners with the program manager and the business development teams to ensure successful creation and delivery of RWD products meeting customers’ study objectives and aims. This role must have deep clinical insights, scientific knowledge in relation to utilization of RWD, and stay abreast of data trends and current standard of care practices, and overall RWD use guidelines and industry standards. The Customer Engagement Manager conducts customer related KPI tracking and communicates high-impactful information to the senior leadership of cross-functional teams.

PRIMARY RESPONSIBILITIES:

• Responsible for performing abstraction for ad hoc and ongoing internal and external data and abstraction requests for clinical information. Abstraction responsibilities include manually reading, reviewing, and abstracting clinical data from medical records, tracking patients/data abstracted, and meeting program productivity and quality requirements. 

• Engage with multidisciplinary teams to support and perform abstraction activities, which may include peer review and identifying clinical data gaps within existing patient medical records across the entire clinical database.  

• Maintain confidential, accurate, and detailed records and reports. 

• Function as the data operations team’s first point of contact for BD, customers, internal and external, as it relates to designing, establishing, and maintaining projects and relationships. 

• Support the Director in spearheading the creation of insightful customer collaterals, insights, and artifacts to demonstrate the application and benefits of real-world data in translational research and drug development. 

• Work collaboratively with our research scientists and subject matter experts to distill complex data insights into compelling narratives for a scientific audience.

• Lead client engagement and participate in contracting and client calls. 

• Build and maintain strong, consultative relationships with clients in the pharmaceutical and biotech sectors, along with internal customers. Understand their drug development, research, or study challenges and opportunities, providing expert advice on how RWD can accelerate their projects.

• Support the Director by partnering with the Program Manager to ensure the end-to-end delivery process of RWD products, including datasets and analytical reports tailored to translational research and drug development needs, meet customer needs, and is a good experience. 

• Ensure high-quality standards and alignment with client objectives.

• Support the Director in establishing transparent, objective, and streamlined Feedback Integration by proactively and actively soliciting customer feedback to enhance product offerings and promptly, succinctly, and clearly communicating the input. 

• Devise methods to enable precise tracking and future referencing of customer feedback. 

• Collaborate with internal teams to refine data products and services based on real-world applicability and client needs.

• Provide Industry Insight by staying informed and abreast of standard-of-care trends, utilizing clinical data to support insights, generating RWE, and leveraging these insights to enhance client engagements and inform internal strategy and product development.

• Host and lead customer kick-off meetings, provide demos, and train customers on the abstraction, quality, and data operations processes, with a focus on securing a contractual relationship. 

• Attend all relevant cross-team meetings. 

• Ensure timely receipt and submission of customer invoices and the tracking of billable hours across all consultants, stakeholders, and staff. 

• Other duties as assigned.  

QUALIFICATIONS: 

• Masters degree in health sciences such as translational research, data scientist, advanced nursing.

• 8+ years of clinical data abstraction, research, or clinical data management; (may be supplemented by a minimum of 5+ years of direct oncology clinical/clinical trial/EDC experience accompanied with an OCN U.S. license (or one of the other six cancer specialty nursing certifications) or a minimum of 3-4 years of direct oncology clinical/clinical trial/ED experience accompanied with an PA, NP, or DNP U. S. license)

• U. S. Licensed nurse or physician’s assistant with extensive experience working in oncology; OCN (or one of the other six cancer specialty nursing certifications) preferred. 

• Requires direct experience with medical record abstraction across multiple platforms (paper records, electronic medical record systems, EDC, registries, etc.) 

KNOWLEDGE, SKILLS, AND ABILITIES: 

• Ability to work independently, with little to no direction, and as part of a team.

• Strong organizational and communication skills.

• In-depth attention to detail and a fast learner.

• Experience working with startup companies and well established organizations.

• Ability to interact with various levels of staff and external customers.

• Possess a high level of initiative and self-motivation.

• Ability to work in a fast-paced environment and respond to shifting priorities.

• Strong computer and Microsoft Office skills.

• Strong executive-level presentation skills.

• Strong familiarity with creating presentations and providing presentations.