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    Customer Success Manager - Boston, United States - Seekup Strategies

    Seekup Strategies
    Seekup Strategies Boston, United States

    1 week ago

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    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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