Customer Success Manager Samd Platform
il y a 3 jours
**Job Description**:
Job Summary:
Biogen Digital Health (BDH) team is looking for an outstanding Sr Mgr. Customer Success Konectom SaMD Platform responsible for accelerating the usage of Konectom in clinical studies involving patients living with Neurological Diseases. She/He will be in charge of liaising with clinical sites and CROs managing clinical studies in order to assist in the training of the customers, follow up on the rollout of the solution worldwide and to ensure that clinical studies run smoothly. You will be part of a SaMD product team where you will act as a customer advocate and lead the customer success strategy. You will be driving the success of the clinical usage of Konectom and the satisfaction of our customers.
This role is at the center of a broad number of top-level experts, from clinical operations leads, product managers, scientists, designers, regulatory and quality managers, data scientists, engineers, data managers, marketing, etc. You must be a great team player and an excellent cross-functional leader to succeed.
Principle Accountabilities:
1. Lead our Customer Success Strategy building the processes and mechanisms to deliver this mandate across all customers. Develop operational excellence and drive the delivery of action items to improve customer experience. Seek new ways and ideas to create value
2. Interface and engage customers on top of monitoring industry trends. Gather VOC (and VOS) data to be shared with the team feeding into the product roadmap and for continuous process improvement.
3. Develop and track customer success metrics including monthly, quarterly, and annual goals to improve customer satisfaction.
Drive the helpdesk and investigation activities, accountable for the complaint management SLA.
4. Contribute to the training definition and hold product demonstations, assist in the product configuration. Evaluate and improve newsletter, tutorials and other communication infrastructure.
Job Scope:
- Global scope of responsibility
- Konectom Platform portfolio management
- Cross-functional team leadership
- Helpdesk SLA
- Lead customer success strategy, roadmap, and execution for the Konectom platform
- Coordination and alignment on strategic topics
- The Sr Mgr. Customer Success Konectom SaMD Platform will be a major actor in driving the successful adoption of Konectom with the sites, CRO and clinical operations
- Acts as customer advocate in prioritizing the product roadmap
- Her/His discipline in execution and diplomatic communication is an absolute key success factor generating value to the customers and enabling the scaleup of the Konectom platform
**Qualifications**:
- Master’s degree
- 5-7 years of experience in CSM (B2B SaaS major plus)
- Fluency in both English and French (mandatory)
- Knowledge in clinical trials, CROs, EDC(plus), eCOA(plus)
- Knowledge in digital Medical Device Software (MDS - SaMD) product
- Exceptional and effective verbal and written communication skills
- Influencing skills and willingness to rollup her/his sleeves - working in a cross-functional environment, listening, and overcoming hurdles
- Analytical and methodical with a strong value-maximizing mindset - to define product families, scope & remits, and variants models.
- Operational excellence and service focused in a rapidly evolving business.
- An entrepreneurial spirit and creativity that sparks your capacity for building and growing business - we love seeing those initiatives
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