Small-Medium Business Cluster Lead

Job description

**Viseven Group** is a leading global B2B MarTech service provider, empowering Pharma and LifeScience companies since 2009. Our mission is to drive digital transformation and excellence, offering comprehensive end-to-end software and digital marketing services tailored to the pharmaceutical industry. The company's solutions, products, and services are actively used by the top 100 Pharma and Life Science companies. At Viseven, our rapidly growing team boasts over 700 highly skilled professionals, including experts in development, design, business analysis, project management, delivery, sales, marketing, and customer success. With a global footprint in more than 30 countries across the US, LATAM, Europe, and APAC, and physical offices in Ukraine, Poland, Estonia, India, and the US, we are well-positioned to serve our diverse clientele. Join us and become part of a pioneering team dedicated to shaping the future of digital transformation in Pharma and Life Sciences across more than 50 countries around the globe. **About the Role:** We are looking for an SMB Lead to drive the growth and success of our Small & Medium Business segment. In this role, you will build trusted relationships with a portfolio of clients, identify opportunities for business growth, and act as a strategic advisor. You will also shape and promote scalable service offerings for the SMB segment, collaborating with cross-functional teams to deliver solutions that create value for both clients and the business. ### Responsibilities: - **Account Ownership (70%):** - Own the client relationship from Sales handoff through the full lifecycle. - Lead change management, ensuring client-side stakeholders are engaged, aligned, and progressing through each transformation phase. - Provide omnichannel advisory guidance to help clients understand their channel model, make informed decisions on HCP engagement (CLM, email, digital portals, remote detailing), and evolve incrementally. - Conduct Phase 4 evaluation with the client to assess outcomes, identify gaps, and build the case for next steps. - Manage renewals end-to-end while identifying and developing expansion opportunities (upsell, cross-sell). - Maintain account health visibility and flag risks early. - Position and deploy packaged solutions with clients, advocating for standardized approaches over bespoke requests. - Provide a clear handoff brief when an account grows beyond the SMB threshold into the strategic tier. - Excluded from role: Day-to-day delivery coordination, operational resource scheduling, phase management, or bespoke solution design. - **Packaged Solutions Leadership for the SMB Cluster (30%):** - Identify solutions needed at SMB scale based on cross-portfolio demand patterns and translate them into clear briefs for CGU teams specifying scope, use cases, delivery model, and commercial packaging. - Work across CGUs to prioritize and drive packaged solution builds, owning the brief-to-launch process without managing CGU resources directly. - Act as the internal sponsor for SMB-relevant packaged solutions-securing prioritisation, building business cases, and representing SMB demand in CGU planning cycles. - Track deployment across the portfolio, gather structured feedback, and drive continuous refinement. - Own the overall SMB P&L (NRR, expansion ARR, churn rate) and report upward on commercial performance. - Own transition decisions when an account outgrows the SMB tier, coordinate the handoff to the strategic accounts team, and manage reverse-tiering where appropriate. - Set and enforce delivery and quality standards across the SMB operating model, feeding back to delivery operations and CGUs where playbooks or packaged solutions need updating. ### Requirements: - 5+ years of experience in Senior Account Manager or Customer Success Manager roles combining genuine commercial instincts with advisory depth in pharma/life sciences. - Experience in Global-to-Local adaptation and deployment of standard packaged solutions. - Omnichannel advisory capability-able to guide clients on channel mix and HCP engagement models, holding credible strategic conversations at the VP/Director level without a transformation consultant present. - Pharma or Life sciences literacy, proving credible in the commercial and medical contexts clients operate in. - Change management instincts-knowing how to drive client-side adoption across stakeholder groups without doing the operational delivery work. - Commercial acuity, comfortable owning renewal rates, expansion targets, and segment P&L. - Cross-functional influencer skills-ability to brief and coordinate CGU teams, build internal cases for solution prioritization, and navigate without line authority. - Problem-solver mindset, leaning strongly toward resolving issues rather than defaulting to excessive internal escalation. - Digital-first operational style, comfortable with CRM, health scoring tools, and async communication. - Advanced/Fluent English (written & spoken). ### Will Be a Competitive Advantage: - Experience in a platform + services business. - Hands-on exposure to pharma content operations or MarTech platforms. - Prior involvement in defining or launching packaged offerings.