Customer Success Manager, OaaS
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Job Description
Managed Services leader supporting clients post-implementation for Wellspring’s technology transfer operations. Coordinate teams, manage contracts, and drive business development activities.
Responsibilities:
- Manage a team of technology transfer operations staff who perform managed services work under billable service contracts for our Sophia and Evolve clients.
- Coordinate and provide leadership and training for new and existing staff on this team.
- Project manage, track and delegate work to ensure that contracts are being fulfilled as per SOW and that Wellspring is maintaining the target margins and staff utilization levels.
- Ensure team members are managing their service contracts and recording their time accurately using the company’s project management and time recording system.
- Coordinate and lead the initial kick-off calls for OaaS subscribers to align the expectations on what will be done per the SOW.
- Work with marketing and sales to support business development activities to secure new clients. Provide support to scope and price SOWs for new OaaS contracts.
- Provide technology transfer sector knowledge and expertise to assist other members of the company.
Requirements:
- 7+ years of experience in delivery and managing technology transfer office operations
- Team line management experience
- An eye for detail and a passion for process
- Track record of establishing and maintaining excellent client relationships
- Excellent communication skills including writing, conversing and presenting
- Strong leadership qualities
- Existing network of peer-to-peer contacts across the technology transfer community
- Excellent working knowledge of Wellspring’s IP management system, Sophia
Benefits:
- Health insurance
- Flexible work arrangements
- Professional development opportunities
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