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Customer Success Manager

Ambler, PA

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Description

My client, a rapidly growing SaaS firm in Ambler, PA, is in need of a Customer Success Manager! The ideal candidate will have experience both in the software development/SaaS industry that services Pharmaceutical/Life Sciences companies.

As a Customer Success Manager, you own the overall health of your accounts from contract execution to renewal, build and expand strong customer relationships, manage customer satisfaction to enable annual renewals of software licenses, and support other functions as necessary (e.g., Sales, Support, SMEs and Product Management). The ideal candidate is comfortable with technical applications, has a strong background in account management, project management and/or consulting, and is self-motivated with a desire to exceed customer expectations while able to provide an orchestrated customer experience.

Responsibilities

  • Drive customer satisfaction with company solutions and services
  • Build trust and confidence by partnering with Project Managers to guide customers through the implementation process
  • Identify, measure, analyze, and communicate success metrics
  • Ensure SLAs are met or exceeded
  • Hold comprehensive onsite annual account reviews with customers as well as quarterly business review meetings
  • Define the scope of implementation projects and ensure Project Managers create implementation plans, project schedules and execute against plan
  • Complete risk and mitigation planning and act as the point of escalation for the customer and the internal implementation team
  • Meet customers’ expectations while balancing the company’s needs/priorities
  • Develop relationships at all levels of the customer organization to facilitate gathering product requirements and future services business: buyers, key stakeholders, influencers, and users
  • Maintain up-to-date organizational chart and business process workflow
  • Establish product and relationship champions
  • Communicate account status at regular intervals
  • Inform internal stakeholders (e.g. sales, SMEs) on account status, such as account health, customers org changes or initiatives
  • Identify, report and mitigate renewal risks

 

Job Requirements

Requirements

 

• BA/BS in relevant technology or business degree, or equivalent industry experience

• 5+ years of account management, project management and/or consulting experience, preferably at a company that delivers software solutions to enterprise customers; PMP certification a plus

• Proven track record in successfully running large scale, high visibility system integration projects with diverse teams and demanding schedules

• Experience setting and managing to metrics that drive project success

• Demonstrated ability to build strong customer relationships across all levels of a customer's organization

• Strong interpersonal, communication, writing, presentation and facilitation skills; strong leadership and conflict negotiation skills; able to align and motivate teams to deliver

• Detail-oriented, with exceptional follow-through and superior organizational skills

• Proven ability to work both independently and as part of a team; experience working as part of a distributed team

• Willing and able to travel (up to 20%)

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