Client Experience Specialist

Work shouldn't just be something we do; it should have a purpose. At Envision, we believe in creating life-changing outcomes through the work we do with our clients, giving back to our communities, while creating a company culture where our people thrive. We believe success starts with a workplace where everyone feels valued, supported, and empowered to grow. 

Being part of a collaborative team means there's no limit to what you can achieve. With us, you can be a part of a growing company you want to work for. 

Our Vision: To unleash the power of combined intelligence to accelerate patient access to life-changing treatments. 

Our Mission: Delivering smarter and faster solutions to create, communicate, and commercialize value for our clients. 

Our Values: Excellence, People, Growth 

The opportunity 

We are looking for a Client Experience Specialist to play a key role in delivering a seamless and high‑quality SaaS experience for our pharmaceutical and life sciences clients. Reporting to the Client Experience Lead, you will act as a critical link between clients, client‑facing teams and internal operational functions, ensuring services are delivered consistently, compliantly and at scale throughout the client lifecycle.

This is an excellent opportunity to combine operational excellence, process optimisation and cross‑functional collaboration, with a direct impact on client satisfaction, retention and long‑term value through optimised implementation and ongoing support.

This role is based in Hungary, with flexibility required to work US Eastern Time hours as needed to support business and client requirements.

How will you make an impact at Envision Pharma Group? 

Role responsibilities 

Client Operations and Delivery

• Own and manage the operational execution of client engagements post‑sale, ensuring consistent, high‑quality service delivery.
• Partner closely with the Client Experience Lead, Implementation SWAT teams and the Product Strategy team to coordinate and deliver all client‑related operational activities.
• Proactively identify operational issues impacting the client experience, driving timely resolution and structured root‑cause analysis.
• Ensure smooth and seamless onboarding, renewals, expansions and offboarding from an operational perspective.

Process and Performance Management

• Continuously document, review and improve client operations processes to support scale, efficiency and compliance.
• Track and report on key operational KPIs, including onboarding timelines, SLA adherence, incident resolution and data delivery accuracy.
• Design and implement standardised workflows, playbooks and operating procedures for client‑facing teams.
• Lead post‑incident and post‑launch reviews, identifying areas for improvement and driving follow‑up actions.
• Ensure Salesforce and Gainsight are consistently maintained and up to date with accurate operational and client data.

Client Experience Enablement

• Ensure clients realise the full value and ROI of the product by supporting strong adoption, usage and long‑term engagement.
• Translate client feedback and operational insights into clear, actionable recommendations for product and service enhancements.
• Support the development and evolution of scalable client experience models as the company grows.
• Contribute to strategic initiatives focused on improving client satisfaction, retention and expansion.

Voice of the Customer and Cross‑Functional Influence

• Champion a customer‑first culture by acting as a trusted operational partner across the organisation, balancing client needs with platform capabilities.
• Support capacity planning, resource allocation and forecasting related to client delivery.
• Provide clear, data‑driven updates to the Director of Client Experience on operational performance, risks and continuous improvement initiatives.

Do you have what we are looking for? 

Skills & expertise 

• A high school diploma or equivalent. 
• C1-level spoken English is essential.
• 3+ years' experience in client‑facing operational roles within a SaaS environment, such as client operations, customer success operations or implementation operations.
• Experience supporting enterprise or mid‑market clients, ideally within highly regulated environments.
• Experience within life sciences, biopharma or the medical affairs space (highly preferred). 
• A proven track record of owning post‑sale operational delivery, including onboarding, renewals, expansions and ongoing service execution.
• Strong project management expertise, with the ability to manage multiple priorities and workstreams effectively.
• Demonstrated experience partnering cross‑functionally with Client Experience, Implementation, Product, Engineering and Data teams to deliver consistent client outcomes.
• Hands‑on experience designing, documenting and improving operational processes, workflows and playbooks to support scale, efficiency and compliance.
• Confidence defining, tracking and reporting on operational KPIs and SLAs, using data and insights to drive continuous improvement.  

#TogetherWeDiscover  

Do you have the experience we are looking for? If so, explore your place at Envision today!