Lead Customer Success Strategist
il y a 4 semaines
Company Overview: Dassault Systèmes - Innovating the Future of Business
Position Overview:
The Senior Customer Success Manager plays a pivotal role in ensuring the ongoing satisfaction, engagement, and success of Dassault Systèmes' clientele. This position serves as an internal advocate, orchestrating the collaborative efforts necessary for sustained customer satisfaction and growth. Key focus areas include customer retention, advocacy, engagement, and expansion within a designated portfolio of clients.
You will report directly to the Director of Customer Success.
- Develop and implement strategic action plans to achieve targeted customer outcomes for a specified portfolio of accounts.
- Engage with customers in a manner that fosters credibility and trust, positioning yourself as a strategic advisor.
- Work collaboratively across departments to guide customers through an optimal journey that enhances satisfaction, promotes high levels of software utilization, and delivers genuine business value.
- Establish and maintain an effective governance process in partnership with customers and the internal account management team.
- Drive growth, advocacy, and engagement initiatives at designated accounts to enhance customer utilization and maturity, while generating demand for additional solutions.
- Measure and achieve outcomes based on key performance indicators for your portfolio of accounts.
- Maintain a portfolio characterized by low churn rates, high engagement, and robust health scores.
- Advocate for customer needs and issues across the organization to ensure comprehensive resolution through cross-functional collaboration.
- Provide timely insights to commercial teams regarding potential qualified opportunities.
- Continuously enhance Customer Success methodologies, including processes and documentation throughout Dassault Systèmes.
- Champion the Customer Success organization both internally and externally, showcasing our expertise in customer satisfaction, engagement, and outcome realization.
- Promote the value of Customer Success across the organization to highlight the contributions of the CS team.
Required Competencies:
- Understanding of customer success frameworks.
- Strong problem-solving orientation with a systematic approach.
- Technical proficiency with an understanding of SaaS and software business models.
- Excellent interpersonal skills for effective collaboration with sales, engineering, product development, and other cross-functional teams.
- Sense of urgency in execution with the ability to adapt to changing circumstances.
- Empathy towards customer needs.
- Exceptional verbal and written communication skills, along with strong organizational abilities.
- Business acumen, particularly in a B2B context, with skills in persuasion, negotiation, and consensus building.
- Ability to exercise independent judgment.
Education & Experience Requirements:
- Experience in the life sciences or medical devices sector is preferred.
- Solid background in customer success, sales, or service roles.
- Familiarity with clinical trial software or similar applications is advantageous.
- Bachelor's degree from an accredited institution.
- Willingness to travel as needed.
- Expertise in clinical trials is a plus.
- An MBA or equivalent qualification is preferred.
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