Account Manager

Overview

Providing dynamic solutions that drive bold research. Clinical research is getting more complex, and each study has unique needs. Zelta by Merative is a cloud-based unified clinical data management and acquisition platform with customizable modules that can be tailored to meet the needs of your clinical trials, providing more control and confidence over trial outcomes. The Account Manager is responsible for developing and maintaining long-term relationships with a portfolio of clients, driving retention, growth, and satisfaction. This role involves aligning company solutions with client goals and identifying opportunities for expansion. Success results in long-term customer retention, enhanced client satisfaction, and business growth.

Responsibilities

• Serve as the primary post-sales point of contact and escalation point for high-priority clients, managing relationships at all organizational levels.
• Act as the key liaison between clients and internal teams, coordinating resources and driving cross-functional collaboration to ensure client success.
• Oversee client account health, monitoring metrics such as product usage, satisfaction, and revenue generation to ensure clients derive maximum value from the company's solutions.
• Understand and align client business strategies with the company's offerings, proactively driving solutions to meet or exceed client objectives.
• Develop strategies to maintain high levels of client satisfaction, positioning yourself as a trusted advisor to key decision-makers and stakeholders.
• Lead regular strategic reviews with clients to address business needs, assess satisfaction, and identify growth opportunities.
• Educate clients on new product features, enhancements, and best practices, driving adoption and usage of the platform to improve outcomes.
• Take ownership of departmental or cross-functional initiatives, contributing to the overall strategic direction of the organization.
• Serve as the escalation point for complex or high-stakes issues within the account portfolio or across unassigned accounts, ensuring timely resolution.
• Lead or participate in special projects that drive organizational change, product improvements, or business development efforts.
• Leverage subject matter expertise to support marketing, product development, and business operations, ensuring alignment between client needs and company offerings.

Basic Qualifications/Skills

• Bachelor's degree.
• 5+ years of experience with relationship-building skills.
• 2+ years experience in the clinical trial industry and/or in a customer success role.
• Demonstrated ability to lead strategic discussions, solve complex client challenges, and drive business outcomes.
• Exceptional verbal and written communication skills, including the ability to present complex information clearly and effectively.
• Self-driven and organized, with the ability to manage multiple high-priority projects and initiatives simultaneously.
• Solid understanding of the SaaS industry or relevant sectors (e.g., healthcare, clinical research or life sciences), with the ability to provide consultative guidance.

Preferred Skills

• Zelta or other clinical trials database certification (preferred).

Additional Details

Note: Travel may be required up to 10%.

Compensation

The salary range provided in this job posting reflects general market value for the position. The actual salary offered may vary based on factors such as experience, qualifications, skills, and specific role requirements. This range may change with market conditions. We encourage open communication during the interview process to discuss compensation expectations. For base-salary + commission sales roles, the range represents On-Target Earnings. Min - Max: €65,302.00 - €97,953.00 (EUR).

Benefits

• Benefits described are current offerings but may vary by location and employment status.
• Vacation for rest, recharge, and connecting with loved ones; paid leave benefits.
• Health plan coverage; employer and employee pension contributions.
• Bike2work program and other benefits; tuition reimbursement, life insurance, EAP - and more.

EEO and About Merative

Merative is an equal employment opportunity employer. We provide reasonable accommodations for qualified individuals with disabilities. Our values are focus, speed, trust, and inspire. Learn more at