Customer Engagement Manager

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. 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. 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. 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.