Senior Lead Customer Success Manager

Il y a 5 mois


VélizyVillacoublay, France Dassault Systèmes Temps plein

Medidata: Powering Smarter Treatments and Healthier People

Your Mission:

The Senior Lead Customer Success Manager is responsible for driving the ongoing satisfaction, adoption enablement, and outcomes realization for Medidata's customers. They act as 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.

You will report into the Director of Customer Success.

  • Lead the development and execution of 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 as well as the internal account team.
  • Accomplish growth, advocacy, and adoption plays at named accounts to increase customer utilization, maturity, and drive demand for incremental solutions.
  • Achieve outcomes based on the measurement of 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 Medidata
  • 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 cross-functionally to promote the work being done by the CS organization

Your Competencies:

  • 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.

Your Education & Experience:

  • Life sciences or medical devices industry experience preferred
  • Solidi experience customer success, sales, or services
  • Familiarity with clinical trial software or similar a plus
  • Bachelor's degree from an accredited university or college
  • Ability and willingness to travel up to 30%
  • Clinical trials expertise a plus
  • MBA or similar a plus

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