Experience

Pitcher

• Switzerland
• IT Services and IT Consulting
• 100 - 200 Employee

• Program Manager

  • Aug 2023 - Present



In Transition

• Portugal

• Customer Success Manager | Program Manager

  • Feb 2023 - Jul 2023

  CUSTOMER SUCCESS MANAGER Instruct and prepare the customer to make the best possible use of the company's product or service Analyze customer performance to improve your experience Strategically demonstrate products to customers Carry out continuous follow-ups with the client to ensure their satisfaction Follow the entire customer journey Anticipate customer queries and propose solutions Act as an intermediary between customers and the organization Manage and resolve customer requests and complaints Decrease customer turnover Collect customer feedback. Actively participates in the after-sales process. Stimulate upsell and cross sell. Working to drive results, maximize profits and turn customers into company ambassadors. Achievements: Tailored design Adoption key performance indicators > 85%. Product Usage rate > 90% (usage frequency, Usage of specific tools and/or features, usage duration). Net Promoter Score (NPS): keep decision makers at 9-10 score. Customer Satisfaction Score (CSAT) > 80%. Customer Retention. PROGRAM MANAGER Organizing daily activities based on the goals of the organization Devising new programs that support the organization’s objectives Coming up with sustainable goals for the organization Working with other departments to develop budgets and plans for the programs Evaluating and assessing the programs’ strengths and weaknesses Monitoring projects and overseeing project managers to ensure goals are met Meeting with stakeholders to discuss program status and goals Working with the marketing team to improve strategies Multi region and multi country implementation solutions and services management Achievements: Setup customer and project governance Project management implementation countries calendar Create customer service team Build customer operational report (metrics, KPIs, etc.) Successfully close all projects Delivered high quality recognized by customers Smooth project implementation Handover to central support team Show less



IQVIA

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Program Delivery Manager

  • Jan 2017 - Feb 2023

  Manages a group of client service professionals within a part of a large market or region. Responsible for quality and service delivery to client, ensuring client obtains maximum value from products and services.Manages a staff of client service professionals, providing direction and guidance and developmental opportunities. Partners with clients to derive optimal value from IQVIA services, ensuring a seamless flow of client requirements through the delivery services process. Serves as project leader between the client and IQVIA – translates client needs into action plans with the internal service team (i.e. determines responsibilities and timeframes and negotiates resources with internal departments). Creates, maintains and monitors the client service agreement across business lines, ensuring consistency in service. Performs full assessments of client needs on a regular basis. Provides in-depth training in IQVIA databases, products and service requirements (e.g. report-input deadlines) as needed. Partners with account management to price products. May provide input into regional and local client service strategy. Show less

• Program Implementation Manager

  • Apr 2015 - Dec 2016

  Overall responsibility of the complex projects assigned (new product launches, hardware/software updates, major deployments, etc.) towards the customer and internal teams.Ensure that the product delivered meets high quality standards aligned with the customer requirements, expected budget and deadlines, regardless of budget size and complexity.Plan, coordinate and supervise the activities of a project with the dedicated team assigned to the project.Facilitate cross-functional groups, assisting teams with issue resolution/decision making, and the creation, analysis and maintenance of project work plans. Communicate on project status and identify project process improvements. Assess project value and probability of success, alert on any issue. Provide all necessary feedback to Product Management or Application Development teams. Show less



Cegedim

• France
• IT Services and IT Consulting
• 700 & Above Employee

• EMEA Operations - Program Director

  • May 2011 - Mar 2015

  Overall responsibility of the complex projects assigned (new product launches, hardware/software updates, major deployments, etc.) towards the customer and internal teams.Ensure that the product delivered meets high quality standards aligned with the customer requirements, expected budget and deadlines, regardless of budget size and complexity.Plan, coordinate and supervise the activities of a project with the dedicated team assigned to the project.Facilitate cross-functional groups, assisting teams with issue resolution/decision making, and the creation, analysis and maintenance of project work plans. Communicate on project status and identify project process improvements. Assess project value and probability of success, alert on any issue. Provide all necessary feedback to Product Management or Application Development teams. Show less

• Customer Service Senior Manager

  • Jan 2006 - May 2011

  Overall responsibilities for +65 customers for healthcare brands, generics, OTC, cosmetic and sales force renting for CRM, business intelligence, healthcare database, order management and support services. Promoting high level quality deliver and leverage new products and services. Accountable for the account managers, solution configurators and product training teams. Responsible for the existing customer budget and promoting up sales target, reporting to General Manager. Setup quantitative and qualitative objectives for the team. Qualifying team members on training, certification, and products recycling.Manage internal careers. Budget responsibility for +8M€ including 25% of up sales;Under organizations responsibility: 8 account managers; 10 operations resources;Achievements:Yearly budget consecutively achieved; Implementing hardware and software renting contracts;Setup with legal department local contract draft;Define cross financial revenue between consulting and marketing teams;Setup operational workflows between commercial and operation teams. Show less

• Key Account Manager

  • Jul 1998 - Dec 2005

  Manage ongoing client relationships, develop new business, promote company brands and facilitate customer success activities.Support customers through effective/efficient relationship management. Expand existing account relationships and conduct new leads. Define and execute sales and services strategy to meet and exceed revenue objectives. Work with the sales, consulting, and marketing teams to prospect into targeted accounts and create revenue opportunities. Ownership of individual sales process including pipeline and forecasting: Directly managing more than 15 customers. Coach and support 2 junior accounts. Two account managers under direct responsibility (financial target and smart objectives). Increase and promote cross functional teams work with operations and customer service to deliver and leverage quality deliver. Responsible for +3M€. Targets were achieved and exceeded for consecutive years. Integrate and implement new customers on the account pool. Responsible for the first PDA local implementation. Define new helpdesk KPIs and reporting to customers. Show less