ABOUT RIVIA Rivia http://rivia.com/ is a data engine for clinical trial intelligence. It provides data infrastructure and AI-driven workflows for clinical trial teams, enabling biotechs to run studies more efficiently and to demonstrate which patients derive the greatest benefit from new therapies. Biopharma companies are the source of most therapeutic innovation, yet clinical development is frequently slowed by fragmented data and outdated tooling. Rivia delivers a real-time, integrated view across clinical trial data, improving both trial execution and the evaluation of new treatments. Our goal is for Rivia to become the new standard infrastructure for modern drug development, bringing new therapies to market more successfully at a fraction of the cost. We seek highly self-motivated, motivated and talented professionals to contribute to our growing startup. ABOUT CUSTOMER ENGAGEMENT Given the highly complex nature of clinical trials and how it interfaces with our technology, the Customer engagement team at Rivia is pivotal in ensuring our clients achieve their desired outcomes and derive maximum value from our platform. We build strong relationships with our clients, provide expert guidance and support, and drive customer satisfaction and retention. Our team is committed to understanding and addressing client needs, ensuring a seamless and rewarding experience with Rivia. This role has many dynamic opportunities for professional growth and advancement. THE ROLE As a Customer Engagement Manager at Rivia, you will be the primary point of contact for our clients, ensuring they navigate their clinical trials and maximize the benefits from our platform. You will work closely with clients to understand their objectives, provide guidance and support that drives customer satisfaction and retention. The ideal candidate is customer-focused, impact driven, tech-savvy, and has a deep understanding of the pharmaceutical industry. WHAT EXCITES YOU - Being part of a collaborative startup where you can make a direct impact on our customer’s biotech innovations and our business. - Working in a fast-paced environment where you can leverage your customer success expertise. - Building and nurturing strong client relationships, driving their success and generating new business opportunities. RESPONSIBILITIES - Serve as the primary point of contact for clients, building and maintaining strong, long-lasting relationships. - Understand client needs and objectives, and ensure they are successfully met through Rivia’s platform. - Develop and execute customer engagement plans to drive client engagement, satisfaction, and retention. - Conduct regular check-ins and business reviews with clients to monitor progress and identify opportunities for optimization. - Provide proactive support and guidance to clients, addressing any issues or concerns promptly and effectively. - Collaborate with the sales, product, and technical teams to ensure a seamless customer experience, optimize product and go-to-market strategies. - Educate clients on new functionalities of the Rivia platform, ensuring they are fully leveraged. - Track and report on key customer success metrics, providing regular updates to senior management. WHAT EXCITES US - 5+ years of experience in customer success, account management, or a related role, preferably within the pharmaceutical, Biotech, or healthcare technology sectors. - Scientific or Engineering background - Proven ability to build and maintain relationships with C-level executives and key decision-makers. - Strong understanding of data infrastructure and analytics platforms. - Experience in defining and capturing client ROI. - Excellent communication, presentation, and interpersonal skills. - Customer-focused with a passion for delivering exceptional service and support. - Ability to manage multiple clients and projects simultaneously in a fast-paced environment. - Problem-solving skills and a proactive approach to identifying and addressing client needs. BONUS - Experience with SaaS products for biopharma - Evidence of customer retention and expansion - Knowledge of drug development and/or clinical trials OUR VALUES At Rivia, we are committed to excellence, continuous learning, and the success of both our customers and our team. If you are driven to exceed targets, eager to shape the future of clinical trials, and passionate about making a meaningful difference in the biotech industry, Rivia is the place for you. - In it to Win it: Approach every challenge with determination, resilience, and a drive, aiming for the best outcomes and solutions. - Embrace change: We see change as an opportunity for growth, innovation, and improvement, continuously evolving to stay one step ahead - Why not?: Asking why not, instead of why, allows us to show our curiosity, allowing us to challenge assumptions and explore new possibilities. - Find the gap: We are curious and we proactively approach identifying opportunities and solving problems before they arise. - Collective accountability: We are one team, on one mission and we are committed to shared responsibilities and mutual support, enabling trust and collaboration.