Customer Success Manager - Cloud Data (Bio Pharma)

Our client is a Scientific Data and AICloud company that combines the world's only open, purpose-built, andcollaborative scientific data and AI cloud with deep scientific expertiseacross the value chain to accelerate and improve scientific outcomes.

Requirements

• Deliver an elite customer experience byemploying a customer-centric approach.
• Own all aspects of customer relationshipsincluding retention, expansion, and satisfaction (measured by NPS & CSAT)
• Manage the renewal experience and identify anddefine new scientific business case opportunities aligned to the customers’objectives and vision with support from our clients scientific team memberswhere appropriate.
• Experience implementing customer success metricsaround adoption, expansion and retention.
• Experience running QBR's and speed to value presentations.
• Proactive outreach and engagement with ourclients existing customers to ensure continued adoption and satisfaction.
• Manage customer onboarding with responsibilityspanning your accounts’ entire customer journey and experience with our clientsincluding design and execution of personalized customer success plan
  
• Build close relationships with customers tounderstand their needs with the goal of maximizing value.
• Capture and analyze customer feedback tonavigate the resolutions of issues in a timely manner
  
• Collaborate with internal stakeholders such as sales, delivery engineers, and Product to analyze customer feedback and guide customer success
• Collaborate with our clients Product team toadvocate for customer’s feedback and incorporate insights into our clientsproduct roadmap
• Own key success metrics such as NPS, CSAT, andSuccess Plan objectives on customer health through timely status updates andcustomer reviews
• Leverage data insights to manage progress,performance, and priorities.

Qualifications:

• Experience in a cloud data customer success teamis required.
• Absolute customer-centric mindset and meticulousattention to details
• Excellent communicator to align with sales,marketing, and engineering stakeholders.
• Minimal 7+ years of Customer Success,Professional Services, or Consulting experience in an Enterprise SaaSenvironment with the ability to forge relationships with users, decisionmakers, and influential stakeholders.
• Required: An understanding of softwaredevelopment and cloud-based data infrastructure (AWS, GCP, Azure)
• Ability to translate customer requests intoProduct requests.
• Ability to immediately interface and build trustwith Senior Level Business, Scientific and IT leaders in top-tier BioPharma companies.
• Desire to deliver an elite customer experience.
• Self-motivated, self-aware, independent,adaptable, and can thrive in a fast-paced startup environment with evolvingprocesses and workflows.
• Ability to travel on occasion to customer sitesfor in-person meetings and workshops. Estimated travel 10-20% depending oncustomer needs.
• Preferred: General understanding of LifeSciences R&D processes and scientific concepts
• Preferred: General understanding of SQL andtable design
• Preferred: BS or M.Sc. in Biology,Biotechnology, Bioengineering or Information Technology and/or 5+ years’experience in Life Sciences, SaaS/PaaS or software-based tech company