Customer Success Manager – End User Services, MSP, Life Sciences

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

📋 Description

• Oversee a virtual service delivery team and cultivate a robust partnership with designated clients as the primary point of contact.

• Demonstrate exceptional communication and client service skills to effectively lead client status meetings, presentations, and address any escalations or challenges.

• Possess the ability to manage multiple clients, services, and internal teams, fostering productive partnerships and steering troubleshooting sessions with technical resources to drive innovative solutions.

• Consistently strive to enhance account performance while maintaining a positive, customer-focused attitude.

• Proactively develop strategies with key stakeholders to enhance service and partnerships with clients and internal teams.

• Collaborate with customers to ensure they are effectively utilizing services and products, deriving value from our offerings.

• Acquire in-depth knowledge of Slipstream offerings and educate clients on the advantages and usage of our products, particularly in IT support across service desk, depot, and managed infrastructure services.

• Work closely with sales, support, billing, and technical teams to guarantee an outstanding customer experience and address any client issues.

• Act as a client advocate by capturing feedback and relaying requests to product management and development teams.

• Manage time efficiently to concentrate on critical activities that ensure customer satisfaction, account renewal, and growth.

• Develop and disseminate best practices among team members to continuously enhance the quality, effectiveness, and efficiency of our processes.

• Maintain a revenue base by overseeing account retention and renewal.

• Drive revenue growth through increased product adoption and usage.

• Capable of managing, developing, and mentoring other customer success managers within the team.

⛳️ Requirements

• Minimum of 5 years in Customer Success, Service Delivery, or Technical Account Management within a Managed Service Provider (MSP).

• Experience in supporting Biotech, Pharma, or life sciences organizations.

• A bachelor's degree in a business discipline or equivalent experience.

• Extensive experience in the technical management of the services listed.

• Strong, detailed technical knowledge of service desk operations, infrastructure, and networking systems.

• Hands-on experience in one or more of the listed services is preferred.

• Exceptional communication skills, both written and verbal.

• Excellent relationship-building skills with a diverse range of individuals.

• Strong presentation abilities, both in-person and online.

• Extensive experience with ServiceNow or other ticketing platforms.

• Capacity to excel in a fast-paced environment.

• Strong collaborative skills and the ability to coach team members.

🏝️ Benefits

• 401k match

• Comprehensive group health, dental, and vision benefits

• Life insurance and long-term disability coverage

• Discretionary paid time off