Senior Lead Customer Success Manager
Il y a 5 mois
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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