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Customer Success Manager-Clinical Design Software

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Date: Nov 20, 2020

Location: US

Company: Cytel Inc

Cytel provides unrivaled biostatistics and operations research knowledge to our customers in the life sciences industries in the form of both software and services.  At Cytel, we work hard to create successful careers with significant professional growth for our employees, as a result of which they work hard to make Cytel successful. Cytel is a place where talent, experience and integrity come together to advance the state of clinical development.

Customer Success Manager (CSM) is responsible for establishing and building customer relationships to promote customer retention and loyalty. They ensure customers are satisfied with Cytel’s products and services, provide high-level technical, statistical and products support and work to resolve any customer dissatisfactions. CSM as the primary point of contact for Cytel’s customers and ensures customers’ requirements and issues are promptly addressed. CSM will also work with business developers and product managers to deliver value to the market and to Cytel. This is a highly visible customer-facing role and require an enthusiastic candidate that will delight our customers, strengthen our organization, and help the company grow.

 

This is a remote job opportunity for individuals who have an understanding of biostatistics.

 

  • Establish and maintain customer relationships.
  • Provide high-level technical, statistical and products support.
  • Promote an energetic fan base for Cytel’s products and locate brand ambassadors within Cytel’s customers to share the products benefit and value
  • Maintain a detailed understanding of Cytel products and services, assist customers with questions and suggest the best products for their needs.
  • Work with the head of customer success department to optimize existing processes within Cytel and actively enhance all customer Success initiatives.
  • Develop training materials and deliver training workshops on Cytel products
  • Evaluate and improve training material and other communication infrastructure
  • Maintain ongoing customer relationships, implementing success programs, onboarding and continuous training programs for Cytel’s products, and minimizing churn.
  • Provide insights on client-to-business interactions, improve customer experience through continuous support, and handle and resolve customer complaints and requests.
  • Analyze customer data to improve customer experience.
  • Coordinate with on-boarding manager to improve onboarding processes.
  • Mediate between clients and the organization.
  • Document enhancement to aid further improvement of products development.
  • Work with on-boarding manager to design a well thought out customer onboarding framework that makes the lives of Cytel’s customer easy.
  • CSM effectively guide customers to achieve their necessary goals by ensure appropriate modules of Cytel’s products is deployed.
  • Make independent decisions ensuring Cytel’s customer success requirements.

 

Qualifications:

 

  • Master's degree with 5 years of experience in clinical trials required; experience with customer success, technical sales or other business oriented / customer facing technical role highly preferred
  • Experience with life sciences industry and/or health technology products
  • Successful candidates must be social, analytical, Self-driven and have proactive nature
  • Possess an aptitude to learn about Cytel’s products and services to establish themselves as experts in the field
  • Excellent written skills and exceptional ability to communicate and foster positive business relationships
  • Excellent people and management skills to interact with staff, colleagues and cross-functional teams, and third parties
  • Accountability and personal organization are essential
  • Ability in managing a diverse group and training each according to Cytel’s standards
  • Ability to establish milestones and keep all team members on task
  • Ability to travel as needed
  • The ideal CSM should engage with customers, maximize value, and increase ROI by partnering with business developers to upsell, expansion and upgrades to drive portfolio growth. It is also the best way to increase the lifetime value (LTV) value of our customer.
  • Calculate periodic health of (at least) key accounts to take effective steps in case some customers are unhappy with our product or for some other reason.
  • Given that CSMs are the customer relationship owners, it makes sense for CSMs to convert that relationship and value into real advocacy. A CSM should measure few Key Performance Indicators, so that s/he can be sure that their customers’ accounts are moving in the right direction at the right speed.   

Cytel Inc. is an Equal Employment / Affirmative Action Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or expression, or any other characteristics protected by law.

Cytel does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact Cytel’s human resources department to obtain prior written authorization before referring any candidates to Cytel. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and Cytel. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of Cytel. Cytel shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies.


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