CustomerSuccess Manager Cloud Data
Ourclient is a pioneering Scientific Data and AI Cloud company, distinguished byits unique, open, and purpose-built platform that integrates deep scientificexpertise with cutting-edge technology.
The company is dedicated toaccelerating and enhancing scientific outcomes through its collaborative cloudsolution and comprehensive value chain support.
Role Overview :
We are seeking a dedicated CustomerSuccess Manager to join our team. This role involves managing and optimizingthe customer experience through a customer-centric approach, ensuringretention, expansion, and overall satisfaction.
Responsibilities :
- Provide an exceptional customerexperience by adopting a customer-first mindset.
- Take ownership of all facets ofcustomer relationships, including retention, expansion, and satisfaction(evaluated through NPS and CSAT).
- Oversee the renewal process andidentify new scientific business opportunities that align with customer goalsand vision, with support from the scientific team as needed.
- Develop and implement customer successmetrics focused on adoption, expansion, and retention.
- Conduct Quarterly Business Reviews(QBRs) and presentations to accelerate time-to-value.
- Engage proactively with existingcustomers to ensure ongoing adoption and satisfaction.
- Manage the customer onboardingprocess, including the design and execution of tailored customer success plans.
- Build strong relationships withcustomers to understand their needs and maximize value.
- Capture and analyze customer feedbackto address issues promptly.
- Collaborate with internal teams suchas sales, delivery engineers, and Product to use customer feedback for guidingsuccess strategies.
- Partner with the Product team toadvocate for customer feedback and influence the product roadmap.
- Monitor key success metrics includingNPS, CSAT, and Success Plan objectives, providing regular status updates andreviews.
- Utilize data insights to trackprogress, performance, and priorities.
Qualifications :
- Proven experience in a customersuccess role within a cloud data environment.
- Strong customer-centric mindset withmeticulous attention to detail.
- Excellent communication skills tocoordinate effectively with sales, marketing, and engineering teams.
- Minimum of 7 years of experience inCustomer Success, Professional Services, or Consulting in an Enterprise SaaScontext, with the ability to build relationships with users, decision-makers,and stakeholders.
- Required knowledge of softwaredevelopment and cloud-based data infrastructure (AWS, GCP, Azure).
- Capability to translate customer needsinto Product requirements.
- Ability to quickly establish trustwith Senior Level Business, Scientific, and IT leaders in leading BioPharmaorganizations.
- Commitment to delivering anexceptional customer experience.
- Self-motivated, adaptable, and able tothrive in a dynamic startup environment with evolving processes.
- Willingness to travel occasionally(10-20%) for customer meetings and workshops.
- Preferred : General understanding ofLife Sciences RD processes and scientific concepts.
- Preferred : Familiarity with SQL andtable design.
- Preferred : BS or M.Sc. in Biology,Biotechnology, Bioengineering, Information Technology, or related field, and / or5+ years of experience in Life Sciences, SaaS / PaaS, or software technology.
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