Technical Customer Success Manager/Account Manager (New York)

Position Overview

Polaris Solutions is searching for an energetic Technical Customer Success Manager/Account Manager (AM) to join our growing technology team. The AM will manage relationships with existing clients and will have responsibility for key Polaris accounts, setting and driving towards account level objectives and ensuring defined goals are being met. The AM will closely interact with Polaris Solutions' delivery units, including our support, development, implementation, and client teams.

The Account Manager will be involved in all aspects of Polaris' delivery lifecycle, including contracting, consulting, project execution, support, business process outsourcing, and client management. The AM will monitor performance of the run teams, and will be held accountable for client satisfaction. The AM will be an escalation point for clients and be responsible for maintaining a positive relationship with clients.

General Responsibilities

  • Develop an understanding of Polaris' offerings and the details of the implementation at their respective clients
  • Establish and maintain a positive client relationship
  • Balance the needs of multiple clients within the AM's portfolio
  • Periodically distribute client surveys to measure satisfaction levels
  • Ensure account is meeting all defined metrics and objectives
  • Act as point of contact for client escalations and responsible for driving resolutions
  • Identify and market sales opportunities for new products or functionality
  • Maintain financial goals of accounts and meet revenue goals
  • Lead contracting and pricing of system customizations
  • Assist with internal IT strategy and implementation
  • Assist with identifying and developing new technology offerings
  • Provide mentorship for junior staff members
  • Support the growth of the organization; assume additional office responsibilities (e.g., career management, mentoring, recruiting, training, attending conferences)
  • Special projects and internal projects will also be assigned on an as needed basis

Requirements

  • 2-5+ years in an account management role for a SaaS based organization
  • Management consulting/systems integration experience, preferably with a Big 4 or similar consulting firm focusing on the Pharma industry, a plus
  • Undergraduate degree or equivalent experience required (Computing / Engineering / MIS / Information Science); MBA preferred
  • Analytical and quantitative: comfortable with numbers, strong business acumen, and excellent leadership skills
  • Successful track record in growing accounts and consistently maintaining positive client relationships
  • Willingness to have a different opinion, ability to articulate thoughts and concepts well
  • Ability and willingness to attain and improve skills related to the Polaris Core Competencies
  • Experience or knowledge of pharmaceutical industry not required, but definitely a plus – Specific technologies preferred: ASP.NET, SQL, Java, Windows Architecture [IIS, Windows Server], Microsoft Office Expertise, SAP/Oracle Apps
  • Knowledge of specific project management methodology(e.g. PMI) and/or software development (e.g. Agile, Waterfall, etc.) preferred
  • Have willingness and preference to "roll up sleeves" and work alongside the team

Physical and Location Requirements

  • Ability to work in the office on a regular basis (core Polaris office hours are 9 am to 6 pm, Monday through Friday in the NYC office)
  • Ability to travel to client and vendor sites as needed (up to 25%)

Benefits

Compensation and benefits

  • Competitive salary commensurate with experience, plus bonuses
  • Flexible work arrangement possible
  • Benefits include medical, dental, vision, 401k plus match, etc.

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