Description
We are seeking a Customer Success Manager - Life Sciences Cloud to join our team. As a Customer Success Manager, you will serve as a trusted advisor to our clients across pharmaceutical, biotech, and medical device sectors. You will bridge the gap between technical architecture and complex regulatory/clinical requirements, ensuring clients optimise their product usage while adhering to strict compliance standards.
Responsibilities
- Use our Customer Success Methodology to understand their goals, assess their capabilities, and provide recommendations to help them accelerate the achievement of their business and technology objectives
- Develop an understanding and knowledge of customers' Salesforce implementation and evangelise the capabilities of Salesforce across all of our Clouds
- Guide a customer on organisational strategy, governance and organisational change standard processes based on customer needs
- Demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap
- Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan
- Produce and implement a comprehensive adoption path showing the current state, target future state with a timeline, and an underlying enablement plan
- Deliver business value and innovation to a customer's business by understanding our customers' key business challenges and potential for growth
- Build and cultivate executive-level relationships with the customer's IT and business executive leadership, sponsors, and decision-makers to solidify our partnership and dedication to the customer business and IT sponsors and collaborators
- Work with the account team and Salesforce Executives, optimally network within accounts from the executive level down, to help customers work towards their goals
- When appropriate, recommend additional Salesforce services and advisory experts needed to drive success
- Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates
Required Qualifications
- Experienced professional with 7-10 years of relevant Life Sciences, Pharmaceutical, Biotech, or MedTech industry expertise
- In-depth knowledge in one or more lines of business (LoBs) - a specific cloud or industry
- Strong consulting skills and confirmed results working as a Trusted Advisor to drive business value for customers
- Ability to drive effective and influential conversations at the C-level; facilitate difficult discussions and be adept at handling objections
Preferred Qualifications
- Solid understanding of Salesforce product and platform features, capabilities, and best use
- Ability to articulate the importance and value of Governance to Business and IT executives
- A good understanding of enterprise architecture principles is strongly preferred
- Ability to quickly grasp and clearly explain technological and business concepts
- Serve as a trusted advisor, with a deep curiosity to understand your customers, their motivations and needs, and how to approach ensuring their success
- Degree or equivalent proven experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
- Understanding of key industry sub-verticals (e.g., Commercial Pharma, Clinical Trial Management, Patient Services, MedTech Sales & Field Service).
- Fluency in French or German & English is preferable for this opportunity