Operations Head- Pharmaceutical Industry

Role Overview: You are a highly experienced Head of Customer Success & Operations with a strong background in healthcare and Pharma industries. Your main responsibility is to manage client relationships, ensure exceptional customer experience, and drive growth through strategic business development. You will be leading Customer Success and Operations teams, managing client accounts, organizing virtual medical educational events, collaborating with cross-functional teams, and continuously improving processes to enhance customer support operations. 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. Qualification Required: - 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 Please note that the salary, benefits, and work location details are not provided in the job description.,