Customer Success Manager

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

📋 Description

• Oversee a portfolio of small to mid-sized accounts, ensuring effective adoption, engagement, and renewal processes.

• Track customer health metrics to proactively identify potential renewal risks and implement corrective measures.

• Suggest add-ons, contract expansions, or upgrades based on customer usage patterns or requirements.

• Work alongside the sales team to deliver product demonstrations and respond to client inquiries.

• Recognize any customer dissatisfaction that could affect contract renewals and propose strategies to reduce churn risk.

• Cultivate a trusted advisor relationship with customers, fostering and sustaining strong, enduring customer connections.

• Monitor and evaluate customers’ usage of our product, reporting trends to management and providing recommendations based on insights.

• Collaborate to maintain a repository of best practices derived from customer interactions and subject matter expertise in conjunction with other research products team members.

• Travel as necessary to represent the Research Product business unit during customer site visits, implementations, and sales and marketing initiatives.

• Offer technical support to customers utilizing established company processes and tools (Customer Support software, CRM, phone, email).

• Uphold a high standard of responsiveness, ensuring exceptional customer satisfaction with our support experience.

• Provide backup and cross-coverage of customer support when required, which may include after-hours support for national and global customers.

• Develop and sustain subject matter expertise in Research Pharmacy by engaging in educational opportunities, reading professional publications, maintaining professional networks, and participating in professional organizations.

• Collaborate with the Director of Customer Success, VP of Business Solutions, and Research Pharmacy Team to advise customers on best practices and innovative software feature applications.

• Provide guidance and feedback on all communications directed at customers and prospects, including the McCreadie Group website, newsletters, training, and sales and marketing materials.

• Work with the Research Pharmacy Team and the Development Team on all outstanding issues concerning the Research Product based on feedback from Research Product Team members.

• Offer recommendations to the Director of Customer Success regarding the direction of Research Products informed by customer feedback and interactions.

• Translate enhancement requests into high-level specifications for product design as assigned.

• Assist in testing research product releases and new features in cooperation with the Research Products Team.

• Provide or assist with customer implementation and training for new Research Product clients as required.

• Help create and maintain all user documentation to ensure customers can effectively utilize the research products.

• Perform additional duties as necessary.

⛳️ Requirements

• Subject matter expertise in research pharmacy (Investigational Drug Services) within clinical settings.

• At least 3 years of relevant pharmacy research experience required and/or

• At least 3 years of experience using Vestigo.

• Proven ability to manage protocols, amendments, and protocol closeout.

• Demonstrated capability to operate an IDS service.

• Exceptional client relationship management skills.

• Familiarity with CRM/CS tools (Salesforce, HubSpot, etc.).

• Strong collaboration abilities and a willingness to learn.

• Proficient user of Word, Excel, and PowerPoint.

• Excellent organizational skills with the capacity to work independently and manage projects with multiple moving parts.

• Ability to perform tasks in an efficient, professional, and courteous manner.

• Outstanding written and verbal communication skills.

• Must be eligible to work in the U.S.

🏝️ Benefits

• Comprehensive Health Coverage: Coverage begins on your first day of employment.

• 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and receive a 4% match. Choose from pre-tax and Roth options. Eligibility begins on the first of the month after 90 days, and you are immediately vested.

• RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and receive a 4% match. Choose from pre-tax and Roth options. Eligibility begins on the first of the month after 90 days, and you are immediately vested.

• Flexible PTO: Enjoy unlimited paid time off to help balance your work and personal life.

• 12 weeks of paid leave for all employees.

• Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if working remotely.

• Generous Holiday Schedule: Enjoy an extensive list of holidays to recharge and spend quality time with loved ones.