Senior Lead Customer Success Manager

il y a 2 jours


VélizyVillacoublay, Île-de-France Dassault Systèmes Temps plein
About the Role

At Dassault Systèmes, we are seeking a highly skilled Senior Lead Customer Success Manager to join our team. As a key member of our Customer Success organization, you will be responsible for driving the ongoing satisfaction, adoption, and outcomes realization for our customers.

Your Mission:

The Senior Lead Customer Success Manager will act as an internal champion to coordinate the cross-functional motions required for sustained customer success and growth. Focus areas will include retention, advocacy, adoption, and growth for a defined portfolio of customers.

Key Responsibilities:

  • Develop and Execute Action Plans: Lead the development and execution of action plans to achieve identified customer outcomes for a defined portfolio of accounts.
  • Establish Credibility and Trust: Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts.
  • Collaborate Cross-Functionally: Collaborate cross-functionally to shepherd customers through an optimal customer journey that engenders strong satisfaction, supports high-levels of software utilization, and enables true business value accomplishment.
  • Maintain Account Governance: Maintain an effective account governance process in collaboration with customers, partners, and the internal account team.
  • Achieve Growth and Adoption: Accomplish growth, advocacy, and adoption plays at named accounts to increase customer utilization, maturity, and drive demand for incremental solutions.
  • Measure and Report: Achieve outcomes based on the measurement of key performance indicators for a defined portfolio of accounts.
  • Portfolio Management: Maintain a portfolio of accounts with low churn, high adoption, and high health scores.
  • Advocate Customer Needs: Advocate customer needs/issues cross-functionally to complete full resolution by developing and running cross-functional remediation/escalation plays.
  • Provide Updates: Provide timely updates to commercial teams about potential qualified opportunities.
  • Improve Customer Success Methodologies: Continually work to improve the Customer Success methodologies, including processes and documentation across Dassault Systèmes.
  • Advocate for Customer Success: Advocate on behalf of the Customer Success organization, internally and externally, to show our specialization in customer satisfaction, adoption, and outcomes enablement.
  • Promote Customer Success: Promote Customer Success cross-functionally to promote the work being done by the CS organization.

About You:

  • Familiarity with Customer Success Organizations: Familiarity with customer success organizations and their strategies.
  • Problem-Solving Orientation: Orientation toward problem solving with a systematic and managed approach.
  • Technical Aptitude: Technical aptitude with an ability to understand SaaS and software business models.
  • Social Skills: Social skills for interactions with sales, systems engineering, product development, and other members of cross-functional teams.
  • Urgency and Adaptability: Urgency in execution and tendency toward speed with ability to adapt and change.
  • Empathy for Customers: Empathy for customers and their needs.
  • Strong Communication Skills: Strong verbal/written communication and organizational skills.
  • Business Acumen: Business acumen including experience working in a B2B environment.
  • Influence Abilities: Influence abilities through persuasion, negotiation, and consensus building.
  • Independent Judgment: Exercise independent judgment.

Requirements:

  • Industry Experience: Life sciences or medical devices industry experience preferred.
  • Customer Success Experience: Solid experience in customer success, sales, or services.
  • Software Experience: Familiarity with clinical trial software or similar a plus.
  • Education: Bachelor's degree from an accredited university or college.
  • Travel: Ability and willingness to travel up to 30%.
  • Clinical Trials Expertise: Clinical trials expertise a plus.
  • MBA: MBA or similar a plus.


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