Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Cultivate and sustain robust relationships with essential stakeholders within designated accounts.

• Conduct regular proactive meetings with customers to comprehend their challenges, organizational changes, and implement actions that enhance adoption and customer value.

• Establish trusted-advisor relationships grounded in product knowledge and an understanding of customer requirements and clinical research operations.

• Act as the primary contact for customer inquiries and escalation matters.

• Deliver comprehensive, tailored training and resources for users.

• Grasp clinical trial objectives and business goals for key accounts.

• Formulate and implement personalized customer success plans.

• Monitor usage and proactively tackle issues and opportunities for improvement.

• Acquire in-depth knowledge of the eClinical software platform.

• Offer expert advice and best practices to maximize software utilization.

• Collaborate with support teams to address technical challenges and ensure prompt responses.

• Partner with sales, product, and support teams to meet client needs, escalate issues and feedback, and advocate for customers.

• Convey customer feedback and insights to the product team.

• Identify opportunities for upselling and account expansion.

• Track and report on usage, satisfaction, CSQLs, renewal rates, and other key performance indicators (KPIs).

• Analyze data to uncover trends, risks, and prospects for account growth.

• Prepare and present reports to internal stakeholders and customers.

• Manage Customer Health, Success Plans, and account interactions through CRM and Customer Success tools.

• Proactively reach out to new users, foster relationships with new client employees, and identify the tools and applications they utilize.

⛳️ Requirements

• Bachelor’s degree in a relevant field (e.g., Life Sciences, Business, Information Technology) or equivalent experience.

• Over 5 years of experience in customer success, account management, or a related position within the clinical trials or healthcare software sectors.

• Strong comprehension of clinical trial operations and relevant regulations.

• Demonstrated success in managing and expanding strategic accounts.

• Exceptional written and verbal communication skills, with the ability to engage with stakeholders of diverse backgrounds and seniority levels, adapting communication style as needed.

• Capacity to transform qualitative and quantitative data into persuasive narratives.

• Experience in data analysis and delivering engaging presentations in Quarterly Business Reviews.

• Ability to comprehend complex software and technical concepts.

• Proficiency in Salesforce and an eagerness to learn new technologies that enhance client-partner relationships.

• Detail-oriented project management capabilities with strong planning and implementation skills.

• Ability to manage highly complex projects and shifting priorities for multiple clients with accuracy and efficiency.

• Strong problem-solving abilities and keen attention to detail.

🏝️ Benefits

• Remote work arrangement.

• Opportunity to travel up to 15% to engage with key accounts.