Customer Success Manager
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Job Description
Customer Success Manager leading implementations and ensuring customer satisfaction for AI solutions in life sciences. Collaborating with teams to drive retention and identify growth opportunities.
Responsibilities:
- Support the sales team in customer implementations by translating customer needs and communicating it to the Product and Technology teams and ensuring implementation is being done according to agreed upon milestones
- Develop, communicate and manage implementation project timelines, resource allocation, and deliverables for new and existing implementations
- Ensure smooth transition from sales to implementation and ongoing support
- Provide regular insights to senior management on implementation trends, Customer success metrics, and growth opportunities
- Develop and execute strategies for long-term Customer satisfaction and retention
- Address complex technical challenges and drive continuous improvement in Customer operations
- Develop and implement best practices for Customer onboarding, support, and relationship management
- Gather and act on Customer feedback to enhance platform features and services
- Serve as the voice of the customer in identifying and developing new opportunities to expand our AI solutions in life sciences companies
- Collaborate with sales to design and present solutions based on the Sorcero platform for prospective Customers
- Serve as Product Evangelist and SME on calls with prospects in Customer meetings, articulating our value proposition
Requirements:
- Bachelor's degree in Business, Marketing or Communications
- 3+ years of experience in a client-facing role (Customer Success, Account Management) in B2B or SaaS environments
- Proven track record in project management and complex technical solution implementation
- Excellent communication and presentation skills
- Ability to manage multiple projects simultaneously
- Strong problem-solving and analytical skills
- Proficiency in CRM software
- Proven track record in building and maintaining customer relationships
- Experience in developing and implementing customer success strategies
- Ability to work in a fast-paced, dynamic environment
- Adaptability to changing technologies and industry trends
Benefits:
- Three weeks PTO + 1 week of December holiday recess
- One week Safe & Sick leave
- 10 company holidays + 2 floating holidays
- Medical, dental and vision benefits for you and your family
- Paid parental bonding leave
- 401(k) retirement plan, company match up to 5%
- Company-provided laptop and hardware
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