Job # 200202 Customer Success Specialist, Boston
Our client is a growing CRO who provides top pharmaceutical and biotech companies with de-identified DNA, specimen, and medical record data from its community of over 30,000 patients. They seek an experienced Customer Success Specialist who liaise with biotech and pharma customers in the Boston area.
Compensation:
Territory:
Responsibilities:
In this customer success role, the Specialist will be the primary contact for existing accounts, providing updates on our product, identifying challenges, and assisting with customer success management. Ideal candidates have experience with clinical trials in roles such as data manager or clinical research associate.
Prior experience in a customer-facing role.
Experience:
Education:
Requirements:
Inquires:
Our client is a growing CRO who provides top pharmaceutical and biotech companies with de-identified DNA, specimen, and medical record data from its community of over 30,000 patients. They seek an experienced Customer Success Specialist who liaise with biotech and pharma customers in the Boston area.
Compensation:
- Compensation: $90-100k DOE
- Bonus of 10% paid for achieving various metrics
- Mileage, government standard
- 401k, HSA and Healthcare
Territory:
- Territory, Boston area.
Responsibilities:
In this customer success role, the Specialist will be the primary contact for existing accounts, providing updates on our product, identifying challenges, and assisting with customer success management. Ideal candidates have experience with clinical trials in roles such as data manager or clinical research associate.
Prior experience in a customer-facing role.
- Manage all post-sales activities for the client’s customers through strong relationship-building, product knowledge, planning and execution.
- Must be pro-active in working with the customers, not reactive simply taking inbound calls.
- Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality for their specific business needs.
- Ensure that a plan is in place with each customer for deployment, change management and adoption programs.
- Increase customer retention by conducting regular check-in calls for tactical items, and perform quarterly health checks for strategic reviews.
- Track accounts to identify churn risk and work proactively to eliminate that risk.
- Work closely with the Head of Study Design, Product and Engineering on identification and tracking of enhancement requests and bugs.
- Provide insights, metrics, and readouts of specific customer outcomes to support ongoing quarterly business reviews and account renewals
- Achieve quarterly/annual renewal, user adoption, and expansion revenue targets
- Represent and Advocate as the Voice of the Customer by communicating customer needs and issues cross-departmentally
- Identify areas for improvement in the customer experience, both in product and processes
Experience:
- 5+ years' experience in a customer success role (account management, customer success, etc.) where you've built stellar relationships with users and stakeholders
- Excellent track record of hitting goals, milestones, and deliverables
- Ability to map the customer's objectives and success criteria
- Analytical thinker who knows how to gather and interpret relevant data
- Proactive issue identification, prioritization, and escalation skills
- Self-starter that thrives in a fast-paced environment with the demonstrated capacity to lead, motivate and work well with others
- Effective communication skills: email, meetings, presentations, etc... Natural curiosity and can-do attitude
- Healthcare/clinical experience, ideally within clinical trials
- 2 - 4 years of clinical trial industry experience in medical or pharma is ideal
- Familiarity with Salesforce, G suite, Smartsheets, Zoom
Education:
- Must have a Bachelor’s degree
Requirements:
- Must have Green Card or be a US citizen
- Must possess and maintain a current Passport
- Must have a valid driver’s license and a good motor vehicle driving record.
- A background check will be conducted before hire
Inquires:
- Resumes will only be accepted in WORD with Full Home Mailing Address.
- No xx.PDFs Please
- Please insert your FULL NAME in the filename. (John Doe.doc OR .docx).
- Subject line: "Job #200202 Customer Success Specialist, Boston
- Ann@yourlifesciencerecruiters.com
