Senior Manager, Customer Success

Job content

>www.medidata.com.

Acorn AI is one of the largest AI companies exclusively dedicated to life sciences. It’s built on Medidata’s platform that includes the industry’s largest structured, standardized and growing clinical trial data repository consisting of 17,000+ trials and 4.5M patients. Our team is composed of over 40 PhD/Masters statisticians, data scientists, analytical product leads, former FDA biostatisticians and computational genomicists.

Your Mission:

The Manager of Customer Success is responsible for a team of individuals driving the ongoing attainment of outcomes, technology adoption, and satisfaction for Enterprise customers. They act as internal champion, coordinating the cross functional approach required for sustained customer success and growth. Key focus areas will include setting team goals/priorities, enabling effective account coverage, strategic coaching and support, and creating an inspiring team environment.

Your Competencies:

• Establish clear team goals/priorities in alignment with broader Customer Success and Engagement strategy.
• Monitor team performance on key metrics and employee satisfaction.
• Manage portfolio of accounts toward optimal coverage targets including a personal portfolio. This is a “player/coach” role by design.
• Manage the team’s development and execution of action plans to achieve identified customer outcomes for named accounts by establishing critical goals or other key performance indicators.
• Monitor overall post-sales relationship with team’s assigned accounts.
• Own and manage the team’s post-sales customer lifecycle activities including training, professional services, technical support, renewals, expansion, and advocacy.
• Enable customer interactions in a manner that establishes credibility and trust as a business advisor.
• Direct growth plan development at named accounts to increase adoption/utilization of existing offerings and demand/consumption of new offerings.
• Work with customer advocacy team to develop customer specific case studies and references to share team’s portfolio of account’s success.
• Enable customer success outcomes including reduced customer churn, revenue expansion opportunity identification, higher customer product adoption, customer satisfaction, and overall customer health scores.
• Advocate customer needs/issues cross-departmentally and lead/resolve account escalations.
• Strong empathy for customers and capability for enabling profitable growth
• Proven ability to influence through persuasion, negotiation, and consensus building
• Ability to establish strong relationships with key customer stakeholders and executives
• Exercise independent judgment in customer success methods, techniques and processes for obtaining results
• Proven ability to define programs and process around Customer Success methodologies
• Strong business acumen including experience working in a B2B SaaS based environment
• Recruit and retain the best talent in the industry
• Critical to success will be driving cross-functional collaboration and communication across sales, services, education, support, and product management to facilitate customer success touch points within your team’s portfolio of accounts.
  

Your Education & Experience:

• Bachelor’s Degree from an accredited university or college in business discipline (or similar experience)
• At least 5 years of experience in SaaS based software specifically owning Customer Success strategies and outcomes
• Knowledge of life sciences, pharma and clinical trials strongly preferred
• At least 5 years of experience in a direct customer facing role, preferably owning a variety of customer segments
• At least 2 years of experience managing Customer Success teams
• Ability and willingness to travel up to 30%
• Strong verbal and written communication skills; especially with product, sales, support and engineering teams
• MBA or similar a plus
• General urgency in execution and tendency toward speed with ability to adapt and change
• Experience forming, cultivating and managing deep customer relationships (e.g. strategic account management or customer service)
  

Note:The requirements should reflect your minimum requirements for the role in general

Medidata is making a real difference in the lives of patients everywhere by accelerating critical drug and medical device development, enabling life-saving drugs and medical devices to get to market faster. Our products sit at the convergence of the Technology and Life Sciences industries, one of most exciting areas for global innovation. Nine of the top 10 best-selling drugs in 2017 were developed on the Medidata platform.

Medidata Solutions have powered over 20,000+ clinical trials giving us the largest collection of clinical trial data in the world. With this asset, we pioneer innovative, advanced applications and intelligent data analytics, bringing an unmatched level of quality and efficiency to clinical trials enabling treatments to reach waiting patients sooner.

Medidata Solutions, Inc. is an Equal Opportunity Employer. Medidata Solutions provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by the law. Medidata Solutions complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.

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