• Lead the daily incident management process across all supported applications, ensuring incidents are reviewed, prioritized, and progressed based on business impact. • Organize and facilitate daily incident review meetings, reviewing application health, critical incidents, SLA performance, and operational risks. • Monitor ServiceNow queues, SLAs, KPIs, ticket hygiene, and process compliance to maintain clear operational visibility and control. • Coordinate incident resolution activities across L2, L3, vendors, business teams, and other technical stakeholders. • Validate incident severity, impact, priority, technical evidence, and closure quality before completion. • Lead L2 activities during Major Incidents, including technical bridge coordination, resolution tracking, stakeholder communication, and escalation when required. • Facilitate post-major incident reviews, ensuring lessons learned are documented, owned, and followed through to completion. • Perform technical triage for complex incidents by reviewing logs, monitoring alerts, system behavior, and available diagnostic evidence. • Guide engineers during troubleshooting and ensure sufficient technical analysis is completed before escalation to L3 or engineering teams. • Coordinate application releases with L3 engineering teams, validating release readiness, deployment plans, rollback strategies, and post-deployment checks. • Support emergency releases and hotfix implementation while ensuring appropriate risk assessment, communication, and approval steps are followed. • Participate in CAB and change approval activities, representing operational readiness, service impact, and technical risk considerations. • Drive problem management for recurring incidents by leading root-cause analysis, coordinating permanent fixes, and tracking corrective actions. • Support availability, service reliability, and operational resilience through proactive monitoring, trend analysis, and continuous improvement initiatives. • Maintain audit readiness and ensure adherence to ITIL processes, operational standards, documentation practices, and knowledge management expectations.

• Lead and coordinate technical projects from initiation through completion. • Manage project plans, schedules, risks, issues, and dependencies to ensure successful delivery. • Serve as the primary liaison between internal teams, customers, partners, and other stakeholders. • Facilitate onboarding, training, and adoption of technical processes and tools. • Provide guidance and support to technical and non-technical stakeholders throughout project execution. • Develop and maintain project documentation, process guides, and operational best practices. • Monitor project performance and identify opportunities for process improvement and increased efficiency. • Track project milestones, communicate status updates, and escalate issues when appropriate. • Support organizational change management activities, including communications, training, and documentation. • Collaborate with engineering, operations, and business teams to align project goals and priorities. • Contribute to business development activities by providing technical project insights and supporting customer discussions when required.

Role Description We’re looking for an experienced client-facing Enterprise Manager - Life Sciences to support—and in some cases, lead—our relationships with life sciences partners (pharma, biotech, and medical devices). You will be the primary point of contact for your clients and will work with them to ensure impeccable service and thoughtful guidance on getting the most out of RxVantage’s expanding offerings and capabilities. The right candidate is a natural at connecting with clients and making them feel supported. - Manage our client verification efforts, which require consistent communication to ensure clients are in compliance with data requirements. - Manage a small book of business within the Enterprise Life Science client portfolio, delivering and elevating value across existing partnerships. - Conduct analysis (including using Tableau & Excel) and provide data-driven presentations to customers on RxVantage’s business impact and opportunities. - Serve as the primary point of contact for customers and as the main channel of communication between established Enterprise Life Science clients and internal team members. - Drive successful, consistent, and on-time renewals and effectively partner with sales to identify and support upsell and expansion opportunities. - Develop a deep understanding of the customer’s business, challenges, objectives, and key stakeholders. - Collaborate with RxVantage’s implementation and operations team to ensure timely and successful new client onboarding and continuous service delivery. - Support our Enterprise Clients participating in our Brand Space and Launch Acceleration programs by leading the development and completion of brand space pages, including sharing creative assets with clients, revising as needed, and receiving approvals. Qualifications - 3+ years of experience in client services, consulting, sales, or customer success in life sciences. - 3+ years of experience working directly with clients within the pharmaceutical "pharma" industry (does not include pharmacy). - Exceptional communication skills and executive presence (both written and verbal), creating presentations with a cohesive and engaging storyline. - Consistently produces high-quality work with minimal oversight. - Demonstrates exceptional attention to detail while managing multiple priorities. - Delivers polished, error-free communications and deliverables. - Comfortable understanding and reporting data and performance metrics, with the ability to tell a story and provide recommendations. - Strong organizational skills with the ability to structure a plan, align stakeholders, and see it through to execution. - Entrepreneurial mindset: you take initiative, work around blockers, and seek creative ways to raise the bar. - Demonstrated ability to work independently as well as in a collaborative, cross-functional team and partner environment. - Passion for science and technology—you believe in the amazing impact our clients have on humanity and are passionate about new technologies and their potential impact on the status quo. - Maintains a solutions-first mindset when navigating obstacles or ambiguity. - Experience with Salesforce or other CRM. - BS or BA required. Benefits - Competitive Salary - 100% Company-Paid Premiums for Employee’s Medical Health (HDHP 4500), Vision, and Dental Plans + $4,400 company sponsored contribution into an HSA - Short-term and Long-term Disability - Life Insurance - 401k Matching - Work from Anywhere within the US - Flexible PTO - Paid Parental Leave - Post-Parental Leave Program - $5k stipend to assist with expenses, 4 week 100% paid “Ease-Back” return to work transition period - Starter+ Membership to Wellhub (access to over 5k gyms and studios) - Charitable donation matching Company Description At RxVantage, we're a small company with a big mission: to connect healthcare providers with the right life science experts and resources they need, exactly when they need them, to improve patient care. We’ve built a software platform that’s changing the way providers learn about the latest medical advancements and technologies. Every year, our platform powers over 1 million educational exchanges between medical practices and life science companies, making it easier for them to stay informed and provide better care. We have a proven product, a strong mission, and a passionate team. Now, we're looking for talented people to help us grow even more. If you're driven, eager to make an impact, and ready to be part of something meaningful, we want to hear from you!

• Acts as point of contact, answering questions and providing guidance as needed to ensure delivery of high-quality work • Understands and documents current and future state processes • Partners with external vendor(s) to develop and manage project plan(s), including the budget • Develops and manages the project(s), communication, resource plan(s), and processes • Analyzes all management and technical processes to ensure delivery as expected • Meets regularly with project stakeholders and vendor(s), defining project goals and objectives • Schedules meetings and manages project timeline(s) • Generates regular reports to update stakeholders and manages project expectations • Defines roles and responsibilities of the team and determines clear deliverables alongside vendor(s), Director, and CIO • Collaborates with stakeholders to document requirements, needs, and tasks in Microsoft Planner and Teams • Performs other duties as assigned