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SaaS Customer Success Manager
2 months ago
Founded in 2011, Bluecrux is a value chainconsulting and technology company. Our experts and software solutions help totransform today's supply chains into smart, efficient, and fully integratedvalue chains. We believe that only true collaboration leads to innovation, byconverging at the intersection of our knowledge and our customers' ambition andlinking expertise with technology and problems with solutions.
We're acommunity, a movement that's built at this intersection, which we call "theCutting X": it's where supply chains evolve and value chains are forged. Our client portfolio includes someof the world's largest companies, including Johnson & Johnson, GSK, Roche,Bridgestone, AkzoNobel, Beiersdorf, Oatly, and many more. Our desire to workclosely with them is also reflected in our global presence, with offices bothin Europe and the US.
Our international SaaS scale-up product Binocs digitallyschedules and plans QC laboratories and Cell Gene Therapy production facilitieswith an AI scheduling co-bot, "what-if" based scenario planning, actionableanalytics and zero-code integrations. To support our expansion, we arecurrently on the lookout for a SaaS Customer Success Manager, tojoin our team in the US (brand new offices in Millburn, New Jersey).
Your role
- The Customer Success (CS) team ensures that our customers get the optimal value from their Binocs environment. That means that we guide them through the Binocs implementation and work with them during their entire subscription to ensure adoption, effective usage, and strategic collaboration.
- Within these customers, typically renowned pharma/biotech companies, you will be Binocs' representative and will be the SPOC for the client's stakeholders.
- As a Saas Customer Success Manager (CSM), you pick up the customer environment from your implementation colleagues around the moment of go-live. You thoroughly understand our customer's lab environment related to their organization, their strategy and operations, the Binocs implementation, and its added value.
- This allows you to adjust the software configuration as needed to respond to changing requirements, identify and prepare to upsell opportunities, link the client with different Bluecrux stakeholders, and act as a product ambassador by introducing the most valuable new features in your client's context.
- Your ability to build relationships with key users based on your thorough understanding of the customer's Binocs environment will make you successful in this role.
Yourprofile
- You have a minimum of 5 years of experience in SaaS: consulting roles, CSM, implementation or sales.
- You have strong consulting skills and are able to lead and structure discussions to understand customer requirements
- You have excellent communication skills (verbal and written), you can talk to a wide range of people and succeed in making them smile - even over the phone.
- You enjoy strengthening customer relations.
- You have a Master's degree; business or bio-engineering would be a plus.
- You are able to analyze and interpret data analytics.
- You are an entrepreneur - you like fast-paced and dynamic environments where your job content can evolve quickly.
- Ideally, you have an affinity with the life sciences industry either through your education or experience. This background would allow you to easily link our customers' world to Binocs' capabilities.
- We have brand new offices in Millburn and we work in a hybrid way (remote combined with at least 1 day at our Millburn office). So you live in the greater New Jersey area or are flexible to relocate to this region. You will also have the opportunity to travel.
- You become part of a highly motivated team who believe in the above-mentioned values in their day-to-day activities.
- Room for initiative, room to enhance your personal and professional skills, but most importantly: room to be yourself.
- A great place to work with lots of growth opportunities, where we make room for initiative and allow you to enhance your personal and professional skills, but most importantly: there is room to be yourself
- We know you by your first name and 'don't let titles or levels withhold us from being truly aware of your talents.
- Team events & fun such as yearly Bluecrux weekends, last Friday meetings with drinks, teambuilding & activities.
- A competitive compensation package, including a generous PTO program, medical and optional dental insurance, a bonus program, and a 401(k) plan with fixed employer contributions.
