Customer Experience Management Lead
5 days ago
Vitoria-Gasteiz
Omega CRM is a Merkle & Dentsu company, leader in development of Customer Experience services, with +20 years of experience in the use of Technology applied to Marketing and providing a unique Customer Relationship with mainly focus on Innovation is looking for a Salesforce Client Lead (Health & Life Sciences) to continue developing interactions with our customers throughout their Customer Journey Map, ensuring to increase their satisfaction and loyalty to the brand. The Client Lead is responsible for managing client interactions throughout their Customer Journey Map, ensuring increased satisfaction and loyalty to the brand. They possess knowledge and experience in the sales process, excelling in lead generation, relationship building, and deal closing. They achieve company goals through effective planning, setting sales targets, performance data analysis, and projecting future performance. They generate leads, build, and nurture client relationships. Additionally, they collaborate with a group of PMs to ensure the evolution and success of the projects under their responsibility at the delivery level. They support the roles involved in the various project stages to meet client and company expectations regarding quality and profitability, identifying potential gaps, anticipating issues related to the team, solution, or client, and proposing the best solutions. For existing clients, the focus is on continuously offering new ways for the client to gain value from the product/service, leading consultancy sessions for future needs. Lead the negotiation, preparation, and presentation of commercial offers for assigned accounts and manage communication with the client throughout the presales process, even when other teams are involved. Share the client’s sales strategy, objectives, and digital transformation roadmap with the PMs of their assigned accounts, paying special attention when multiple PMs are working on one account. Collaborate with the PM/DM throughout the project, attending progress demos, management committees, and resolving client-related issues. Manage and negotiate scope expansions related to initial contracts. Monitor the progress of projects within assigned accounts, paying special attention to potential budget and timeline deviations. Identify possible Up & Cross-Selling opportunities for the account. Along with the PMs, they work post-project to identify successful and unsuccessful project elements. Lead the end-of-project retrospective with the client, reviewing the overall experience, evaluating goal achievement, and exploring potential future developments. Write success stories and send satisfaction surveys to the client. The Client Lead is familiar with all operational team members: their experience, skills, and professional motivation. Collaborate with PMs on team allocation for new or ongoing projects, taking into account both project profitability objectives and the best fit for the professional development of the individuals. Use workload tracking tools and meet periodically with team members to ensure commitment and satisfaction with assignments. Communicate the needs of the new team. If necessary, they communicate hiring needs to HR. Aware of project progress and contribute to meeting deadlines, scope, and budget. Alert operations management about potential delivery deviations and propose and collaborate on risk mitigation plans. Experience and Skills: Large account management experience in the health sector. Experience with IQVIA OCE or Veeva solutions is a plus. Experience in Salesforce ecosystem. At least, 6 years of previous experience in business /technology consulting Previous experience in Project Management Experience in digital projects Experience in international projects. High level of English. Other European languages is a plus. WHAT DO WE OFFER Permanent contract. Flexible Schedule. We make it easy. Balance your professional and personal life. Certifications plan. Improve your skills and get the official certificate from our main partners. Home Office. You decide and we support you. Flexible retribution (public transport ticket, Ticket restaurtant, …). Health insurance. OMEGA in action. Our commitment to a better society is not just an intention Professional development: Evolve, grow and get where you want to go. About us Omega CRM, a Merkle Company, is a global digital company specialising in accelerating the Business Experience (BX) of our clients through customer-centric solutions, technology, and data – all enhanced by AI. Together with Merkle, we form the largest Customer Experience Management (CXM) agency in Spain, and as part of the dentsu group, we offer end-to-end solutions that integrate media, creativity, content, technology, and strategy to deliver real business impact. With over 23 years of experience, a team of 580+ professionals from 24 nationalities, and 2,500+ certifications, Omega CRM is a recognised leader in the Salesforce ecosystem in Spain. We operate across key industries including Retail, Healthcare, Pharma, Real Estate, Education, and Non-Profit, delivering omnichannel experiences in Customer Service, eCommerce, Marketing, and Analytics. Client satisfaction is at our core (rating: 4.9/5), and we’ve been recognised with awards such as Salesforce Partner of the Year FY23 and Most Innovative Project (Iberia). At Omega CRM, we believe in growth through people – guided by our values: #Talent, #Flexibility, #Commitment, and #Innovation. We grow #Together.
