Senior Lead Customer Success Manager
il y a 4 semaines
Customer Success at Dassault Systèmes
As a Senior Lead Customer Success Manager, you will be responsible for driving the ongoing satisfaction, adoption, and outcomes realization for our customers. You will act as an internal champion to coordinate the cross-functional motions required for sustained customer success and growth.
Key Responsibilities:
- Develop and execute action plans to achieve identified customer outcomes for a defined portfolio of accounts
- Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts
- 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 an effective account governance process in collaboration with customers, partners, and the internal account team
- Achieve growth, advocacy, and adoption plays at named accounts to increase customer utilization, maturity, and drive demand for incremental solutions
- Measure and achieve outcomes based on key performance indicators for a defined portfolio of accounts
- Maintain a portfolio of accounts with low churn, high adoption, and high health scores
- Advocate customer needs/issues cross-functionally to complete full resolution by developing and running cross-functional remediation/escalation plays
- Provide timely updates to commercial teams about potential qualified opportunities
- Continually work to improve the Customer Success methodologies, including processes and documentation across Dassault Systèmes
Requirements:
- Familiarity with customer success organizations
- Orientation toward problem solving with a systematic and managed approach
- Technical aptitude with an ability to understand SaaS and software business models
- Social Skills for interactions with sales, systems engineering, product development, and other members of cross-functional teams
- Urgency in execution and tendency toward speed with ability to adapt and change
- Empathy for customers
- Strong verbal/written communication and organizational skills - Business acumen including experience working in a B2B environment - Influence abilities through persuasion, negotiation, and consensus building - Exercise independent judgment
Preferred Qualifications:
- Life sciences or medical devices industry experience
- Solid experience in customer success, sales, or services
- Familiarity with clinical trial software or similar
- Bachelor's degree from an accredited university or college
- Ability and willingness to travel up to 30%
- Clinical trials expertise
- MBA or similar
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