Head of Operations, Pharmaceutical

Job Description

Job Title: Head of Customer Success & Operations, Pharmaceutical Location: Mumbai Experience: 15+ Years Preferred Attributes: 15+ years of total experience, majorly in Customer Success, Healthcare, Operations. Proven record of successfully executing hundreds of CME events. Experience in collaborating directly with medical professionals and pharmaceutical companies. About the Role: We are looking for a highly experienced and versatile Customer Success & Operations Leader with a strong background in the healthcare and Pharma. The candidate will play a critical role in managing client relationships, ensuring exceptional customer experience, and driving growth through strategic business development. The ideal candidate will bring deep expertise in healthcare CME events, customer success, SaaS product operations, and client relationship management. Key Responsibilities: Lead Customer Success and Operations teams to ensure high levels of client satisfaction and retention. Manage both B2B and B2C client accounts, fostering strong long-term client relationships. Identify and capitalize on growth opportunities within existing client accounts through upselling, cross-selling, and business development. Plan, organize, and execute virtual medical educational events (CME), webinars, live surgery streaming, and panel discussions. Collaborate with cross-functional teams including Product Development and Sales to enhance service offerings. Manage marketing operations: calendar planning, content collaboration, and campaign execution. Conduct product demonstrations, prepare proposals, and lead order closure processes. Drive continuous process improvements to enhance SLA adherence, customer support operations, and turnaround times (TAT). Gather client feedback and collaborate with product teams to deliver feature enhancements. Develop and maintain comprehensive help documentation, FAQs, and customer communication channels. Maintain strong relationships with senior surgeons, hospitals, and MedTech/Pharma stakeholders. Independently represent the company at physical conferences and client meetings. Desired Candidate Profile: Educational Background : B Pharma, M Pharma, MBBS, BDS preferred . Experience : Minimum 10+ years in medical communications, pharma, or scientific project management. Industry Preference : Candidates with only pharmaceutical company background will be given priority. Strong project management, data handling, and client coordination skills. Excellent communication and organizational abilities Salary & Benefits: Growth Opportunity: Work with top medical professionals and expand your expertise in scientific operations. Impactful Role: Contribute to high-quality medical communications that shape healthcare knowledge. Apply Now: hrc@centrixhealthcare.com