Senior Manager Customer Success Lead

1 month ago


Portland, Oregon, United States Fusionops Full time
Customer Success Manager Job Description

FusionOps is seeking an experienced Customer Success professional to join our team. This role is critical in ensuring the success of our customers and driving business growth.

Key Responsibilities:
  • Partner with customer executive sponsors, process leaders, account executives, supply chain excellence teams, and technical teams to create a strategic roadmap that maps out the customer journey and planned achievement of milestones/business goals.
  • Be a primary supporter and contributor to all facets of the customer lifecycle, including customer onboarding, change management, professional services, program management, support, account executives, and renewals to achieve optimal customer satisfaction.
  • Provide advisory-level input for the implementation project team and monitor progress to ensure the success of initial and ongoing deployments.
  • Build ongoing strategic relationships with senior business and technology contacts to help them realize the full value of their FusionOps solution.
  • Create and deliver regular Business Reviews with the customer to demonstrate the value they are receiving from their FusionOps solution.
  • Develop a renewal strategy to ensure the customer is prepared and satisfied to renew on schedule.
  • Work with account executives and practice directors to advise customers on how to augment their use of FusionOps to other areas of the business and collaborate with the internal sales team to develop and close these opportunities.
  • Operate as a key trusted advisor for our customers, focused on the entire lifecycle journey for them.
  • Manage all contractual, commercial, and financial aspects of customer relationships.
  • Proactively track customer satisfaction and metrics achievement within our FusionOps preferred applications.
  • Exude a passion for advanced supply chain processes and SaaS platform integration capabilities to promote cutting-edge solutions that FusionOps offers.
  • Have knowledge of the pharmaceutical supply chain and manufacturing supply chain echelons, along with complex cross-functional processes.
  • Bring a positive, collaborative, team-oriented attitude to the office and customer interactions every day.
Requirements:
  • 10 years of functional understanding across diverse global supply chains is mandatory.
  • 7 years of experience partnering with business leaders during business process assessments, process reengineering implementations, and change management initiatives.
  • 4 years of experience with post-implementation stakeholder management within process excellence teams, management consulting, or at high-growth SaaS technology companies.
  • Proficient understanding of the life sciences industry, pharmaceutical supply chains, and a good understanding of manufacturing.
  • Strong software implementation project management skills with experience managing multiple simultaneous customer accounts and deadlines.
  • Demonstrable experience engaging customer executives and process leaders on business and technology strategy principles.
  • Experience with process optimization approaches like Six Sigma, SCOR, Total Quality Management, Business Process Reengineering, etc.
  • Passion for helping customers realize monetized business value from utilizing the FusionOps platform.
  • Experience in customer satisfaction metrics survey development, dissemination, and retrieval (e.g., NPS).
  • Effectively worked with diverse global peers and customer bases.
  • Ability and willingness to travel 10-20% of the time.
  • Dazzling communication, presentation, and problem-solving abilities.
  • BA/BS degree; a Master's degree is preferred.


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