Customer Success Manager

Salary depends on experience
Posted on 11/22/17
San Diego, CA
8 - 10 years experience
Biotech/Pharma
Salary depends on experience
Posted on 11/22/17

Job Description : Role Purpose: Drive Services orders at named accounts and select assigned opportunities
Span of Control: Assigned accounts
Key Competencies:

  • Excellent verbal and written communication skills
  • Excellent interpersonal skills and a collaborative management style
  • Experience working in a fast paced, growth environment
  • Planning, prioritizing, reporting, problem solving and analytical capabilities
  • Attention to detail and a concern for quality
  • Good understanding of enterprise systems – infrastructure, databases, systems integrations, et al.
  • Experience with TIBCO Spofire and other analytic tools, clinical data systems, SAS or other.
  • Direct experience with Solution delivery and pre-sales highly desirable.
  • Direct experience with TIBCO Spotfire desirable.

Strategic:

  • Drive growth of service orders at assigned accounts
  • Identify and develop Service leads at assigned accounts. Drive leads into clear written services solution proposals and SOWs, scope effort and quote services prices, drive orders to closure.
  • Establish and maintain relationships with key customer stakeholders at assigned accounts. Expand relationships into new domains/Groups/business within the organization.Relationship building will be done with and independent of GAM and RAM.
  • Help promote our products and services at key accounts generally so that stakeholders know well what PerkinElmer does.
  • Assist with Pursuing strategic relationships with third parties to partner our solutions to customers.
  • Collaborate with GAM and RAM on account strategy and opportunities, promotional events (i.e. Spotfire Day). Establish bi-weekly meeting cadence with GAM and RAM.
  • Maintain opportunities in SFDC and communicate pipeline to manager in order to develop Services orders forecast.
  • Have knowledge of inflight projects for assigned accounts. Check-in with delivery team and Customer stakeholder periodically (bi-weekly internally) to ensure quality delivery and customer satisfaction, proactively avoiding escalations. Maintain understanding of the business problem and the solution we are delivering.Mediate escalations and their resolutions as necessary.
  • Do project review at end of the project with key stakeholders to get feedback on Services, confirm satisfaction level (develop survey) and conduct interview with eye to producing a case study where applicable.
  • Commercialize customer specific solutions or Service skillsets and practices into new service offerings.Easy to buy, easy to sell.
  • Develop case studies of our successes and promote and reuse the solutions.
  • Educate sales team on new Service offerings and enable them to drive leads
  • Work with Marketing to develop customer facing collateral for Service offerings
  • Develop Services that are independent ofinformatics product platform
  • Collaborate with OneSource
  • Develop Services that are independent ofinformatics product platform.
  • Assist with development of an independent consultingpractice.
  • Develop Services that are renewable annually to build a revenue consistent stream
  • Work with Product Management, Sales & Marketing to align services engagements to strategic objectives.


Job Requirements : Qualifications:

  • Bachelor’s degree in Sciences, Information technology, Mathematics, Engineering or related field, advanced degrees in Sciences, Mathematics, Healthcare, or business preferred.
  • Strong understanding of Life Sciences and Informatics
  • Experience with Analytics solutions.
  • Minimum of 8-10 years of client-facing Service Consulting delivery or Pre-Sales software solution selling.

Special Skills & Knowledge

  • Experience with delivering software solutions to solve customer business problems
  • Experience in pre-sales environment understanding customer business problem and proposing a solution and closing deals.
  • Partnering with Sales to driving Services opportunities (pre-sales)
  • Broad understanding of information technologies
  • Broad understanding of life science Research and Development, Clinical or manufacturing domains.
  • Ability to build and maintain relationships with clients across multiple functions or business units.
  • Excellent verbal and written communication skills; excellent interpersonal and collaboration skills.
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