2+ years in Customer Success Management or Account Management at a Software Services/Product company, or 3+ years in consulting for Life Sciences
Strong project management, written and verbal communication, and presentation skills
Detail-oriented with multitasking abilities
Self-starter with effective prioritization skills
High attention to detail and strong organizational skills
Ability to influence and build rapport with customers
Responsibilities
Partner with Customer Success and Delivery teams to engage new customers
Understand and deliver on customer expectations and requirements
Manage customer engagement in alignment with Zifo's culture
Collaborate with Service Delivery Management for project transitions
Expand relationships through active account mining and business planning
Champion Requests for Proposals (RFPs) and collaborate with cross-functional teams
Identify value adds and propose ROI solutions for customers
Ensure renewal of ongoing business with customers
Lead Steering Committee meetings and presentations with customer leadership
Provide insights into industry trends and consultative inputs
Suggest best practices for continuous improvement
Benefits
Accrued vacation
Medical, dental, and vision insurance
401k with company matching
Life insurance
Flexible spending accounts
Full Job Description
Location: Boston, MA; RTP area, NC; Chicago, IL
**This role is not eligible for relocation assistance**
Background
Zifo is seeking a Customer Success Manager (CSM) to join our commercial team! This position will be responsible for conducting account mining activities with Enterprise Pharmaceutical/Biotech/Life science companies.
Customer Success Manager Role Summary
We are looking for an individual who demonstrates strong commitment to proactive account management, maintains current revenue streams, consistently develops the revenue pipeline within the customer portfolio, and fosters successful, long-term partnerships with our clients.
Core Responsibilities
Partner with Customer Success and Delivery teams in kick starting engagement with new Customers/business areas/products.
Understand Customer's tangible and intangible expectations, requirements and ensure they are delivered by Zifo
Manage the Engagement with Customers and Zifo's internal teams, in alignment with Zifo's culture and values
Partner with Service Delivery Management teams in Zifo to ensure transition of projects from Account Mining to Project execution
Perform active Account Mining by expanding relationships beyond the current set of Customer contacts/business groups and work with the Client Partner on the business plan for success
Be the Zifo Champion for Requests for Proposals from Customers; Work closely with Client Partners and/or own the response to RFP's and work collaboratively with cross-functional stakeholders from Zifo including but not limited to Customer Success teams, Service Delivery Leadership, Product Partnership team, Subject Matter Experts etc., across geographies
Identify and propose Value Adds, means to realize and ROI for the Customer
Be accountable for the successful business outcomes as part of the relationship between Zifo and Customer organization
Establish and nurture relationships with Customers, convert them to Zifo Champions and build rapport with multiple stakeholders within our customer portfolio
Ensure Zifo's ongoing business with Customers are renewed as appropriate
Be responsible for Steering Committee meetings and presentations with Customer Leadership by working closely with Zifo's Executive Leadership teams
Provide insights into industry trends and share consultative inputs with Customers
Proactively suggest best practices internally in Zifo and with Customer interactions in the spirit of ongoing improvements and excellence
Requirements
Required Skills & Experience
2+ years of Customer Success Management / Account Management experience at a Software Services company/Product company or 3+ years of consulting experience for Life Sciences
Strong project management abilities, written and verbal communication skills, and presentation capabilities
Detail oriented and ability to do multi-tasking at various levels; Self-starter and ability to prioritize critical tasks daily
High attention to detail organization skills and a team player
Must be willing to juggle many things at once and prioritize effectively.
Must be an Influential person, build and nurture rapport with customers, drive them towards desired actions, and challenge them when appropriate
Benefits
We offer a competitive compensation package including accrued vacation, medical, dental, vision, 401k with company matching, life insurance, and flexible spending accounts.
If you share these sentiments and are prepared for the atypical, then Zifo is your calling!
