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Customer Success Manager
Il y a 2 mois
About Inpart
Inpart is a leading provider of partnering technology solutions for the biopharma industry. Our platform helps over 160 clients manage their partnerships, delivering structure, process, efficiency, security, and compliance.
Job Overview
The Customer Success Manager (CSM) plays a critical role in ensuring the continued success of our rapidly growing strategic customer base. As the main point of contact, a trusted advisor, and an expert in industry best practices, the CSM is responsible for post-go-live activities of Pharma customers.
Key Responsibilities
- Fully own your portfolio of clients, developing and executing account plans for upsell and cross-sell opportunities.
- Define the post-go-live strategy with the Project Manager to ensure adoption on project business goals and potential new out-of-the-box functionalities to activate over time.
- Conduct on-site/online trainings, business reviews, and brainstorming sessions with clients to comprehensively understand and document their business processes and requirements.
- Update the Inpart platform's configuration based on client change requests.
- Monitor the client experience through Inpart's onboarding process, removing roadblocks, and deploying Inpart resources where needed to increase stickiness and reduce churn.
- Provide product demonstrations to potential users in upsell and cross-sell scenarios.
- Maintain relationships 'high and wide' within client organizations, including with key stakeholders and executive sponsors, to ensure compliance, facilitate closing new business opportunities, and ensure client renewal.
- Collaborate regularly with Inpart teammates in Sales to maximize their opportunities to upsell, cross-sell, and execute a long-term account strategy.
- Share client insights with the marketing team to ensure that Inpart's positioning and communications are effective, and with the product team to ensure the roadmap is optimal to address client needs.
Qualifications
- Bachelor's degree or Master's degree in sales/business administration with a minimum of 3 years' CSM/Consultant or equivalent work experience in biopharma or an adjacent industry.
- A passion and aptitude for technology and business transformation, particularly related to the adoption of CRM software.
- Enterprise-level B2B Account Management and Client Relationship Management experience.
- Proven experience with account planning and customer success plans.
- Skilled at helping to effectively drive change across groups by engaging key stakeholders.
- Excellent communication and presentation skills; detail-oriented.
- Self-starter, passionate, and a team-player, with a positive attitude and a hunger to learn.
- Ability to thrive in a fast-paced environment with the flexibility to adjust to changing priorities.
- Willingness to travel regularly (approx. 20% of work time).
