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    Customer Success Manager - Boston, United States - Seekup Strategies

    Seekup Strategies
    Seekup Strategies Boston, United States

    1 month ago

    Default job background
    Remote job Full time
    Description

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

    Requirements

    • Deliver an elite customer experience by
      employing a customer-centric approach.
    • Own all aspects of customer relationships
      including retention, expansion, and satisfaction (measured by NPS CSAT)
    • Manage the renewal experience and identify and
      define new scientific business case opportunities aligned to the customers'
      objectives and vision with support from our clients scientific team members
      where appropriate.
    • Experience implementing customer success metrics
      around adoption, expansion and retention.
    • Experience running QBR's and speed to value presentations.
    • Proactive outreach and engagement with our
      clients existing customers to ensure continued adoption and satisfaction.
    • Manage customer onboarding with responsibility
      spanning your accounts' entire customer journey and experience with our clients
      including design and execution of personalized customer success plan
    • Build close relationships with customers to
      understand their needs with the goal of maximizing value.
    • Capture and analyze customer feedback to
      navigate 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 to
      advocate for customer's feedback and incorporate insights into our clients
      product roadmap
    • Own key success metrics such as NPS, CSAT, and
      Success Plan objectives on customer health through timely status updates and
      customer reviews
    • Leverage data insights to manage progress,
      performance, and priorities.

    Qualifications:

    • Experience in a cloud data customer success team
      is required.
    • Absolute customer-centric mindset and meticulous
      attention 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 SaaS
      environment with the ability to forge relationships with users, decision
      makers, and influential stakeholders.
    • Required: An understanding of software
      development and cloud-based data infrastructure (AWS, GCP, Azure)
    • Ability to translate customer requests into
      Product requests.
    • Ability to immediately interface and build trust
      with 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 evolving
      processes and workflows.
    • Ability to travel on occasion to customer sites
      for in-person meetings and workshops. Estimated travel 10-20% depending on
      customer needs.
    • Preferred: General understanding of Life
      Sciences RD processes and scientific concepts
    • Preferred: General understanding of SQL and
      table 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
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