Customer Success Manager

1 month ago


Boston, United States Seekup Strategies Full time

Our client is a Scientific Data and AI Cloud company that combines the world's only open, purpose-built, and collaborative scientific data and AI cloud with deep scientific expertise across the value chain to accelerate and improve scientific outcomes.

Requirements

  • Deliver an elite customer experience by employing a customer-centric approach.
  • Own all aspects of customer relationships including retention, expansion, and satisfaction (measured by NPS CSAT)
  • Manage the renewal experience and identify and define new scientific business case opportunities aligned to the customers’ objectives and vision with support from our clients scientific team members where appropriate.
  • Experience implementing customer success metrics around adoption, expansion and retention.
  • Experience running QBR's and speed to value presentations.
  • Proactive outreach and engagement with our clients existing customers to ensure continued adoption and satisfaction.
  • Manage customer onboarding with responsibility spanning your accounts’ entire customer journey and experience with our clients including design and execution of personalized customer success plan
  • Build close relationships with customers to understand their needs with the goal of maximizing value.
  • Capture and analyze customer feedback to navigate the resolutions of issues in a timely manner
  • Collaborate with internal stakeholders such as sales, delivery engineers, and Product to analyze customer feedback and guide customer success
  • Collaborate with our clients Product team to advocate for customer’s feedback and incorporate insights into our clients product roadmap
  • Own key success metrics such as NPS, CSAT, and Success Plan objectives on customer health through timely status updates and customer reviews
  • Leverage data insights to manage progress, performance, and priorities.

Qualifications:

  • Experience in a cloud data customer success team is required.
  • Absolute customer-centric mindset and meticulous attention to details
  • Excellent communicator to align with sales, marketing, and engineering stakeholders.
  • Minimal 7+ years of Customer Success, Professional Services, or Consulting experience in an Enterprise SaaS environment with the ability to forge relationships with users, decision makers, and influential stakeholders.
  • Required: An understanding of software development and cloud-based data infrastructure (AWS, GCP, Azure)
  • Ability to translate customer requests into Product requests.
  • Ability to immediately interface and build trust with Senior Level Business, Scientific and IT leaders in top-tier BioPharma companies.
  • Desire to deliver an elite customer experience.
  • Self-motivated, self-aware, independent, adaptable, and can thrive in a fast-paced startup environment with evolving processes and workflows.
  • Ability to travel on occasion to customer sites for in-person meetings and workshops. Estimated travel 10-20% depending on customer needs.
  • Preferred: General understanding of Life Sciences RD processes and scientific concepts
  • Preferred: General understanding of SQL and table design
  • Preferred: BS or M.Sc. in Biology, Biotechnology, Bioengineering or Information Technology and/or 5+ years’ experience in Life Sciences, SaaS/PaaS or software-based tech company


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