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Customer Success Manager

2 months ago

Gaithersburg, United States AstraZeneca Full time

Transform billions of patients' lives through technology, data and innovative ways of working. You're innovative, decisive and transformative. Someone who's excited to use technology to improve patients' health. We're building a new healthtech business - Evinova, a fully-owned subsidiary of AstraZeneca Group.

Evinova delivers market-leading digital health solutions that are science-based, evidence-led and human driven. Sensible risks and quick decisions come together to accelerate innovation across the life sciences sector. Be part of a diverse team that pushes the boundaries of science by digitally empowering a deeper understanding of the patients we're helping. Launch impactful digital solutions that improve the patient experience and deliver better health outcomes. Together, we have the opportunity to combine deep scientific expertise with digital and artificial intelligence to serve the wider healthcare community and create new standards across the sector.

What You'll Do:

Customer Experience is a crucial to Evinova success, and we are building our technology, processes and culture on ensuring maximum value realization for customers, anchored in "lovable" on-boarding journeys for new customers and world-class, groundbreaking customer service and support for existing customers. Our Customer Success Manager will play a pivotal role as the responsible lead for building strong, enduring relationships with our customers; enhancing their overall experience with the company. Working in close collaboration with Commercial, Product, Delivery and Engineering teams, the role will serve as a liaison the customer and Evinova and is focused on ensuring our customers are happy, successful and can demonstrably measure the value from our products.

This position offers the opportunity to lead, innovate, and make a significant impact on our ability to differentiate the Evinova customer experience.

Customer Relationships: As a key contact point with our global customers, you will need to build long-term relationships with a variety of customer contacts and cultures, providing personalized support and addressing any issues or concerns.

Customer Support: You'll work closely with Product, Delivery and Engineering teams to ensure customer problems are resolved quickly and efficiently; acting as the critical issue point for service support processes and as an advocate ensuring feedback is contextualized and prioritised with Product teams. You'll keep customers informed of new features and updates with the products.

Customer Innovation: You'll develop and implement strategies to engage customers proactively, finding opportunities to introduce additional product lines, improve operational processes and pre-empt requests.

Customer Success: You'll analyse customer data and service health to identify trends, patterns and areas for improvement and implement in collaboration with Evinova teams to ensure customers are using the products to full potential and are realising the value and return on investment. You'll work with customers to build a value framework which you will use to help build and communicate success stories. You are a key part to customer retention.

Customer Insight: You'll advocate our customers internally, providing insight & reports to inform on customer satisfaction, health and key improvements. You'll identify opportunities for growth, anticipate market trends and understand how our product roadmaps will change our Services and know how to position these effectively with our customers.

The successful candidate will have:

  • A Bachelor's Degree

  • Minimum 7+ years of experience

  • Demonstrated experience in a customer success, customer service, delivery or account management role within a SaaS company within the healthcare industry.

  • A deep understanding of both business to business (B2B) and business to consumer (B2C) delivery models to meet the needs of diverse collaborators across the clinical development and healthcare ecosystem.

  • Experience of working with and knowledge of digital health regulations and compliance (e.g. GxP, SaMD)

  • An exceptional customer-centric approach and a passion for service

  • Excellent verbal and written communications, including the ability to explain technical concepts and practices to non-specialist audiences

  • A proven record of exceeding customer satisfaction and retention goals

  • A strategic approach to identify opportunities for growth, anticipate market trends, understand how our product roadmaps will change our Services and know how to position these effectively with our customers.

  • Strong problem-solving and analytical abilities

  • Experience working in a global organization with multi-partners, customers and team members, spread out in a diverse culture environment

  • Ability to lead multiple accounts and projects simultaneously across multiple geographies

  • Ability to lead multiple internal customers to drive delivery across multiple geographies and cultures

  • Experience of leading and building partnerships with third party supplier

  • Technical competence; the ability to understand the Evinova products suite and use digital methods for reporting (e.g. Service Cloud, Power BI, key analytical programs)

  • A proven track record of commercial competence in helping customers with value realisation for products or services with tried ability and experience in building return on investment models, communicating value realization.

Why Evinova (AstraZeneca)?

Evinova draws on AstraZeneca's deep experience developing novel therapeutics, informed by insights from thousands of patients and clinical researchers. Together, we can accelerate the delivery of life-changing medicines, improve the design and delivery of clinical trials for better patient experiences and outcomes, and think more holistically about patient care before, during, and after treatment. We know that regulators, healthcare professionals, and care teams at clinical trial sites do not want a fragmented approach. They do not want a future where every pharmaceutical company provides its own, different digital solutions. They want solutions that work across the sector, simplify their workload, and benefit patients broadly. By bringing our solutions to the wider healthcare community, we can help build more unified approaches to how we all develop and deploy digital technologies, better serving our teams, physicians, and ultimately patients. Evinova represents a unique opportunity to deliver significant outcomes with digital and AI to serve the wider healthcare community and create new standards for the sector. Join us on our journey of building a new kind of health-tech business to reset expectations of what a bio-pharmaceutical company can be. This means we're opening new ways to work, pioneering innovative methods, and bringing unexpected teams together. Interested? Come and join our journey.

Date Posted

06-Sep-2024

Closing Date

19-Sep-2024Our mission is to build an inclusive and equitable environment. We want people to feel they belong at AstraZeneca and Alexion, starting with our recruitment process. We welcome and consider applications from all qualified candidates, regardless of characteristics. We offer reasonable adjustments/accommodations to help all candidates to perform at their best. If you have a need for any adjustments/accommodations, please complete the section in the application form.

AstraZeneca requires all US employees to be fully vaccinated for COVID-19 but will consider requests for reasonable accommodations as required by applicable law.PDN-9cf32524-48ea-4f73-945c-0549f88360eb