Career

Lead Customer Success Manager

Software Development

United Kingdom, Hammersmith

Requisition ID

527685

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Your Mission:

The Lead Customer Success Manager is responsible for driving the ongoing satisfaction, adoption enablement, and outcomes realization for Medidata’s customers.  They act as internal champion to coordinate the cross-functional motions required for sustained customer success and growth.  Key focus areas will include retention, advocacy, adoption, and growth for a defined portfolio of customers.

  • Lead the development and execution of action plans to achieve identified customer outcomes for a defined portfolio of accounts
  • Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts
  • Collaborate cross-functionally to shepherd customers through an optimal customer journey that engenders strong satisfaction, supports high-levels of software utilization, and enables true business value attainment.
  • Maintain an effective account governance process in collaboration with customers key stakeholders as well as the internal account team.
  • Execute growth, advocacy, and adoption plays at named accounts to increase customer utilization, maturity, and drive demand for incremental solutions.
  • Lead the development and measurement of key performance indicators for a defined portfolio of accounts.
  • Administer a customer ambassador program to develop customer specific case studies and references
  • Maintain a portfolio of accounts with low churn, high adoption, and high health scores.
  • Advocate customer needs/issues cross-functionally to complete full resolution by developing and running cross-functional remediation/escalation plays.
  • Provide timely updates to commercial teams about potential qualified opportunities.
  • Continually work to evolve and improve the Customer Success discipline within and across Medidata
  • Advocate on behalf of the Customer Success organization, internally and externally, to show our specialization in customer satisfaction, adoption, and outcomes enablement.
  • Collaborate cross-functionally to extend the reach and capability of the Customer Success team

Your Competencies:

  • Familiarity with customer success organizations
  • Strong orientation toward problem solving with a systematic and managed approach
  • Strong technical aptitude with an ability to understand SaaS and software business models
  • Extensive interaction with sales, systems engineering, product development, and other members of cross-functional teams
  • Urgency in execution and tendency toward speed with ability to adapt and change
  • Strong empathy for customers
  • Excellent verbal/written communication and organizational skills
  • Strong business acumen including experience working in a B2B environment
  • Proven ability to influence through persuasion, negotiation, and consensus building
  • Exercise independent judgment in methods, techniques and evaluation criteria for obtaining results
  • Strong executive presence

 

Your Education & Experience:

  • Experience within life sciences or medical devices industry experience; clinical trial software or similar a plus
  • Experience in marketing, customer success, sales, or services
  • Minimum 3 years in a direct customer facing role
  • Bachelor’s degree from an accredited university or college, or equivalent experience
  • Ability and willingness to travel up to 30%

 

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