Role Summary
You will own a portfolio of REGAIN accounts and be accountable for three outcomes.
- Successful adoption and usage of REGAIN across priority use cases.
- Renewal, expansion, and advocacy within each account.
- Clear feedback loops between customer teams and Vivpro product and engineering.
This is a customer facing role that combines account management, light product consulting, and commercial responsibility, with a strong focus on how REGAIN and GenAI fit into real regulatory and clinical workflows.
ResponsibilitiesAccount ownership and growth
- Own the relationship for assigned REGAIN customers, from onboarding through renewal.
- Understand customer portfolios, document types, and current ways of working for regulatory and clinical content.
- Build relationships with sponsors, functional leaders, and power users across regions and functions.
- Identify new REGAIN use cases and expansions and partner with leadership to scope and close them.
GenAI and REGAIN adoption
- Guide customers on how to use REGAIN as part of their operating model, not as a one off tool.
- Partner with product specialists to design onboarding plans, training paths, and enablement assets.
- Help business owners define success metrics for automation such as cycle time, quality, and effort saved.
- Monitor adoption dashboards and usage analytics, and lead actions when engagement or outcomes drift.
Customer experience and value realization
- Lead regular account check ins and executive reviews with clear agendas, metrics, and next step plans.
- Translate feedback from regulatory, safety, clinical, and medical writing teams into structured requirements.
- Coordinate with internal teams to manage priorities, delivery timelines, and issue resolution.
- Surface success stories that can become case studies, conference talks, or reference programs.
Product and feedback loop for REGAIN
- Act as the voice of the customer for REGAIN, bringing forward needs by document type, region, and function.
- Help prioritize features and improvements based on impact across the customer base.
- Participate in early feature previews and pilots with key users in your accounts.
- Contribute to best practice playbooks for GenAI assisted writing in regulated settings.
Skills and Experience
- Proven account management or customer success experience in SaaS, consulting, or platform products.
- Experience with pharma, biotech, CRO, or healthcare clients is strongly preferred.
- Comfortable discussing workflows for regulatory submissions, clinical documents, or scientific writing.
- Strong communication skills, including the ability to speak with both executives and hands on users.
- Confidence with data, including reading usage dashboards and connecting activity to business outcomes.
- Curiosity about GenAI, including prompts, document governance, and responsible use in regulated environments.
- High ownership mindset, with a focus on clarity, follow through, and practical problem solving.
Qualifications
- Bachelor’s degree in business, life sciences, engineering, or a related discipline.
- Four or more years in account management, customer success, consulting, or similar roles.
- Experience supporting adoption of new technology platforms within complex organizations.
- Familiarity with regulatory, clinical, or medical writing workflows is a strong advantage.
How You Work
- Enjoy building trust with customers and staying close to their day to day realities
- Are comfortable translating between business needs, user experience, and technical capabilities
- Treat GenAI as a partner for experts, not a replacement, and can help customers adopt it in that spirit
- Are energized by fast moving teams, open feedback, and shared ownership of outcomes
Culture & Working Style
Our Culture
Collaboration is at the heart of our culture, and we need engineers who can communicate effectively and work well with the team towards achieving a common goal.
Our Working Style
Conceptualize → Ideate & Feasibility Study → Prototype → Evaluation → Productize → Stabilize & Support with passion
