Customer Success Manager
We are looking to add an experienced Customer Success Manager to join our amazing team and further our efforts in partnering with organizations in the pharmaceutical manufacturing and life sciences segment.

This role is open to candidates in Australia.

THE ROLE

As a Customer Success Manager, you will play a crucial role in ensuring the success and satisfaction of our customers. You will lead strategic initiatives, foster long-term relationships, and contribute to the growth and retention of our customer base.

You will act as the point of contact across various accounts ensuring RxPx project rollouts are well managed, effectively scheduled, to achieve desired deliverables. You will also be known as a project taskmaster using necessary tools, process workflows, written documentation, and evaluation methodologies to ensure expectations are met along the way while improving for the next deliverable.

OBJECTIVES OF THE ROLE

Develop and execute strategic account plans to meet customer objectives and company goals.

Identify opportunities for upselling and cross-selling based on a deep understanding of client needs.

Manage the relationship and serve as primary contact with assigned clients- including onboarding, training, retention, and satisfaction

Work closely in collaboration with the Project Manager to implement project deliverables.

Act as the main point of contact for the client’s post-implementation and launch to ensure the continued success of the deployment, relay patient engagement metrics, and support account expansion.

Regularly lead touchpoints with various partners to provide program status updates, demonstrate program value, and work through any potential roadblocks.

Work closely with Product to gather client requirements and relay this information to other internal team members.

Work closely with Sales and Marketing to relay client insights and develop proposals

Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed.

Maintain a cadence of communicating with customers about their adoption trends, sentiment, and create opportunities for deeper engagement.

Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals

Collaborate with product & development team to set up/configure software as per customers’ and legislations’ requirements and troubleshoot any technical issues raised by customers.

Measure customers’ levels of engagement with the company and provide feedback to the other teams regarding product and service improvements.

Creating and implementing change management strategies and plans to support adoption of the changes required by the client.

Develop and implement a clear process for ongoing client engagement including reporting and regular review meetings.

Responsible for overseeing and presenting customized reporting based upon client requirements.

Other duties as needed and occasional travel as required

QUALIFICATIONS

Bachelor’s degree in business or health sciences or related discipline or equivalent work experience.

Project management skills is an asset

2-3 years of experience managing healthcare accounts

3-5 years’ experience within the IT Health and/or pharmaceutical industry. Experience working in tech (growth mode startups) is considered a plus.

3-5 years’ experience in managing and deploying customer success/client account-specific project management plans.

In depth experience with Microsoft Office Suite (Word, Excel, Powerpoint & Outlook), Atlassian product (JIRA & Confluence)

Proven problem-solving ability, a high level of comfort with complexity and ambiguity, strong attention to detail, and can work/act independently.

Strong communication (written and verbal) skills including presentation, meeting/workshop facilitation, and business writing.

Strong organisational, time management skills with a result-oriented focus.

Excellent attention to detail and ability to manage complex projects and multi-task.

Excellent interpersonal skills and ability to establish and maintain relationships with clients, vendors, and other key stakeholders.

Empathic communicator, able to see things from the other person's point of view.

Be highly accountable and demonstrate a strong, supportive, and engaging style.

Be able to work independently and within a team environment.

Knowledge with ISO and audit (preferred but not essential)

JOIN US!

We are an experienced and passionate team of healthcare professionals, PhDs, developers, patients and serial entrepreneurs who are all motivated to make an impact. Titles aside, we are a dedicated and fun-loving team that strives to provide an environment where everyone can be their best. Building a positive community is core to our beliefs. Our remote team spans the globe (Canada, US, Europe, Australia), providing a flexible and inclusive work environment that includes a diverse set of backgrounds and cultures. We strive to provide meaning to our collective work, while also rewarding one’s own personal curiosity with technology and innovation.

‍Send your resume and cover letter directly to [email protected]