Senior Customer Success Manager - Life Sciences

SENIOR CUSTOMER SUCCESS MANAGER – LIFE SCIENCES

US REMOTE

EGNYTE YOUR CAREER. SPARK YOUR PASSION.

Egnyte is a place where we spark opportunities for amazing people. We believe that every role has meaning, and every Egnyter should be respected. With 17,000 customers worldwide and growing, you can make an impact by protecting their valuable data. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values:

ABOUT EGNYTE:

Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 17,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com.

As a Sr. Customer Success Manager for Life Sciences, you will be chartered to drive adoption, build and maintain a healthy partnership, and manage the day-to-day activities with our most strategic Life Sciences accounts to foster a “Customers for Life” environment. We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement and help improve business processes to ensure overall customer success within Life Sciences.

WHAT YOU’LL DO:

• Highly focused on our biotechnology, clinical studies and life sciences customers
• Become a Egnyte product expert including the technical workings and practical business application
• As an individual contributor, manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform
• Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams
• Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services
• Keep customers informed of process and procedural changes
• Manage resolution of escalated customer issues
• Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancement
• Develop a deep understanding of your accounts, including their business, their strategic goals and initiatives, timelines to achieve those goals. By virtue of the above, map Egnyte's capabilities to address the customers' strategic objectives
• Develop executive level engagement between Egnyte and your customers, while leveraging Egnyte's diverse resources
• Be on the leading edge of Egnyte's technology, use case and effort to grow our business within our customer organizations

YOUR QUALIFICATIONS:

• 10+ years of customer success and account management equivalent experience
• 8+ years demonstrated success managing customer relationships within the Life Sciences industry
• Previous experience at a software company, specifically SaaS solutions
• A track record of service excellence and best practices advising customers
• Demonstrated capability to identify and mitigate risk to ensure customer retention and successful renewal of services
• Experience working across multiple, internal teams to resolve customer issues quickly and effectively
• Excellent communication skills (writing, listening, phone)
• A team player capable of high performance and flexibility working in a dynamic environment
• Travel required (estimate 15%)
• Bachelor’s degree

COMPENSATION:
Our compensation reflects the cost of labor across multiple U.S. geographic locations, and pay varies based on defined markets. The standard base pay range for this position across the U.S. is $80k - $120k annually. Pay varies by work location and may also be dependent on job-related skills, knowledge, and/or experience. During the interview and/or hiring process, your recruiter can share more information about the compensation package specific to the role and job location.

BENEFITS:

• Competitive salaries, comprehensive benefits & pre–IPO stock options
• Flexible hours and generous time off (RTO, Responsible Time Off) to help support your work-life balance.
• Paid holidays and sick time
• 401(k) Retirement Plan (Traditional and Roth)
• Health Savings Account (HSA) and Employee Assistance Program (EAP)
• Paid Maternal, Paternal, and Adoption Leave to help you grow your family
• Modern and collaborative offices located in Spokane, WA; Draper, UT; Raleigh, NC; Mountain View, CA; Reading, England, and Poznan, Poland
• Gym, cell phone, and internet reimbursement
• Free well-being apps such as Calm, Ginger, and Spring Health for Guardian are offered.
• Perks include discounted pet insurance, electronics, theme park tickets, travel, plus more.
• Your own Egnyte account with lifetime access

COMMITMENT TO DIVERSITY, EQUITY, AND INCLUSION:

At Egnyte, we celebrate our differences and thrive on our diversity for our employees, our products, our customers, our investors, and our communities. Our recently launched global Egnyte Employee Communities (EECs) support representation and inclusion across our diverse workplace. Egnyters are encouraged to bring their whole selves to work and to appreciate the many differences that collectively make Egnyte a higher-performing company and a great place to be.

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