Customer Success Manager - Boston, United States - Seekup Strategies

Seekup Strategies Boston, United States

4 weeks ago

Description

Job Description

Job Description

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

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