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Client Success Manager

Company: Scientific Search
Location: Cherry Hill
Posted on: June 20, 2020

Job Description:

Client Success Manager-Philadelphia Area/Cherry Hill, NJCheck out for all of our current needsOur client is looking for an engaging and enthusiastic individual who has a passion for building great relationships and being an internal advocate for customers. In this customer success role, you will be the primary contact for existing accounts, providing updates on our product, identifying challenges, and assisting with customer success management. Ideal candidates have experience with clinical trials in roles such as data manager or clinical research associate, as well as experience in a customer-facing role.Responsibilities Include, But Are Not Limited To Manage all post-sales activities for customers through strong relationship-building, product knowledge, planning and execution. Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs. Ensure that a plan is in place with each customer for deployment, change management and adoption programs. Increase customer retention by conducting regular check-in calls for tactical items, and perform quarterly health checks for strategic reviews. Track accounts to identify churn risk and work proactively to eliminate that risk. Work closely with the Head of Study Design, Product and Engineering on identification and tracking of enhancement requests and bugs. Provide insights, metrics, and readouts of specific customer outcomes to support ongoing quarterly business reviews and account renewals Achieve quarterly/annual renewal, user adoption, and expansion revenue targets Represent and Advocate as the Voice of the Customer by communicating customer needs and issues cross-departmentallyIdentify areas for improvement in the customer experience, both in product and processesWho You Are 5+ years' experience in a customer success role (account management, customer success, etc.) where you've built stellar relationships with users and stakeholders Excellent track record of hitting goals, milestones, and deliverables Ability to map the customer's objectives and success criteria Analytical thinker who knows how to gather and interpret relevant data Proactive issue identification, prioritization, and escalation skills Self-starter that thrives in a fast-paced environment with the demonstrated capacity to lead, motivate and work well with others Effective communication skills: email, meetings, presentations, etc... Natural curiosity and can-do attitude Healthcare/clinical experience, ideally within clinical trials Skills/Areas Of Experience 4-year degree or equivalent combination of education and experience, preferably in healthcare industry. 2 - 4 years of clinical trial industry experience in medical or pharma. Prior experience in a customer-facing role. Strong communication skills and technical aptitude. Self-motivated team player who has fresh ideas when it comes to user adoption and churn mitigation. Enjoys working closely with customers to ensure complete satisfaction. A go-getter who takes the initiative to get things done. Familiarity with Salesforce, G suite, Smartsheets, ZoomFor immediate consideration, email and mention Job#14639

Keywords: Scientific Search, Cherry Hill , Client Success Manager, Executive , Cherry Hill, New Jersey

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