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Customer Engagement Manager - Fractional / Full-Time (Zürich)

Rivia

Rivia

Customer Service
Zürich, Switzerland
Posted on May 27, 2025
Customer Engagement Manager – Fractional / Full-Time (Zürich)
Zurich, Switzerland
Customer Success
Hybrid
Full-time

About Rivia

Rivia is a clinical trial intelligence platform designed to bring real-time, AI-driven analytics and data infrastructure to the biopharma industry. We help our clients, pharmaceutical companies of various sizes, identify which patients benefit most from new therapies and enable them to optimize their trial designs and execution.
With backing from Speedinvest and other leading investors, and a recent €3M funding round, we are scaling rapidly across the biotech landscape.


About the Role

We’re seeking a Customer Engagement Manager to join us on a maternity leave cover contract, starting as soon as possible. This role offers the potential to convert into a full-time position pending performance and business needs.
This is a mission-critical role: you will be the trusted point of contact for our clients, helping them maximize the value of the Rivia platform across their clinical development lifecycles.
Due to the technical and highly regulated nature of our work, as well as the rapid ramp-up required in this role, we are only considering candidates with experience in the biopharmaceutical industry, clinical trials, or contract research organizations (CROs).
You will need to learn quickly, grasp complex clinical and technical concepts, and be comfortable operating with autonomy in a fast-paced environment.


Key Responsibilities

  • Serve as the primary contact for clients, building trusted, long-term relationships.
  • Deeply understand client goals, helping them derive measurable value from the Rivia platform.
  • Develop and execute customer engagement plans that promote satisfaction and retention.
  • Lead regular check-ins, strategic reviews, and performance evaluations with clients.
  • Educate users on new product capabilities and guide clinical teams through adoption.
  • Identify risks or inefficiencies early and act swiftly to resolve or escalate them.
  • Collaborate cross-functionally with Sales, Product, and Engineering to ensure a seamless customer experience.
  • Report on success metrics and client feedback to inform product strategy and improvements.

What We're Looking For

  • 5+ years of experience in a customer-facing role such as customer success or account management, OR clinical trial management.
  • Background in biopharma, clinical trials, CROs, or healthcare technology is required. Candidates with experience selling to or managing biotech accounts will be considered.
  • Comfortable engaging senior stakeholders, including clinical operations leaders and C-level executives.
  • Experience with data infrastructure, digital platforms, or analytics tools is a plus.
  • Ability to manage multiple clients and projects simultaneously in a dynamic, fast-moving environment.
  • Excellent communication skills - written, verbal, and visual. Fluent in English
  • Self-starter mindset: curious, proactive, and independently motivated.

Bonus Qualifications

  • Experience supporting SaaS tools within the life sciences ecosystem.
  • Proven track record of customer retention, upselling, or onboarding success.
  • Knowledge of drug development pipelines or regulatory trial phases.
  • Experience with business intelligence tooling, data analysis, or data science.
  • Ability to think outside of the box to suggest creative solutions to new problems.

Why Join Rivia?

  • Be part of a mission to transform how therapies are developed and delivered.
  • Join a supportive and collaborative team working at the intersection of biotech and technology.
  • Gain high-impact exposure to cutting-edge clinical trial innovations.
  • Opportunity for the role to evolve into a full-time, long-term position based on fit and performance.

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.
If you’re excited about clinical innovation, ready to hit the ground running, and want to help leading biopharma teams make smarter, faster decisions, this role is for you.
Apply now to make a difference.


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Req ID: R21