Customer Success Manager - Remote

This individual strives to maximize value for our customers, including broader and deeper adoption of our platform that ultimately results in increasing recurring revenue for the company. Responsibilities of this role include tracking the performance and success of projects for assigned accounts, designing and implementing a customer success program for each account including quarterly governance and executive steering meetings, as well as coordinating internal subject matter experts to support a goal of maximized value for our customers. This individual must have standout client-facing skills, be able to handle strategic discussions, deep dive into operational issues and escalations as needed, and formulate plans specific to customer needs.

Responsibilities:

• Proactively establish and develop key processes for the Customer Success role
• Define, track and be accountable for KPIs related to all projects for assigned accounts
• Track and ensure revenue recognition and revenue generating opportunities are maximized for assigned accounts
• Meet regularly with the Project Managers, Account Directors and key stakeholders involved with assigned accounts to ensure project and portfolio objectives are met
• Develop (with the customer and internally) a Value Services Plan (VSP) that identifies key strategic goals and needs for the customer and ensure successful delivery of the VSP
• Work cross functionally with Sales, Clinical Data Science, Product and Engineering in order to support relevant product and use case conversations with assigned accounts
• Develop and drive special project engagements that support strong value for customers, specific to their needs
• Create process for customers that is scalable and meets FDA and pharmaceutical industry standards
• Collaborate with external stakeholders to develop process that successfully incorporates AiCure

Background:

• 5+ years in healthcare, working with technology
• 2+ years in a customer facing role with responsibility for project or program success
• Bachelors required, advanced degree highly preferred
• Full understanding of regulatory environment and requirements related to healthcare and clinical research
• Clinical trials experience highly preferred, working knowledge of clinical trials at a minimum

Professional Skills:

• Highly effective communicator
• Excellent organizational and planning skills
• Extremely well written
• Strategic thinking and organizational change management
• Ability to manage undefined, complex projects and drive them to success
• Ability to engage in complex technical conversations and relay complex concepts using data
• Extremely high EQ
• Eager to work in high intensity situations and environments