Job Details

ID #4542898
State New Jersey
City Iselin
Full-time
Salary USD TBD TBD
Source Medidata Solutions, Inc.
Showed 2020-08-09
Date 2020-08-09
Deadline 2020-10-08
Category Et cetera
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Senior Lead Customer Success Manager

New Jersey, Iselin 00000 Iselin USA

Vacancy expired!

Medidata: Conquering Diseases TogetherMedidata is leading the digital transformation of life sciences, creating hope for millions of patients. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes. More than one million registered users across 1,400 customers and partners access the world's most-used platform for clinical development, commercial, and real-world data. Medidata, a Dassault Systèmes company, is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at www.medidata.com .Your Mission:The Senior Lead Customer Success Manager is responsible for driving the ongoing satisfaction, adoption enablement, and outcomes realization for Medidata’s customers. They act as internal champion to coordinate the cross-functional motions required for sustained customer success and growth. Key focus areas will include retention, advocacy, adoption, and growth for a defined portfolio of customers.

Lead the development and execution of action plans to achieve identified customer outcomes for a defined portfolio of accounts

Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts

Collaborate cross-functionally to shepherd customers through an optimal customer journey that engenders strong satisfaction, supports high-levels of software utilization, and enables true business value attainment.

Maintain an effective account governance process in collaboration with customers key stakeholders as well as the internal account team.

Execute growth, advocacy, and adoption plays at named accounts to increase customer utilization, maturity, and drive demand for incremental solutions.

Lead the development and measurement of key performance indicators for a defined portfolio of accounts.

Administer a customer ambassador program to develop customer specific case studies and references

Maintain a portfolio of accounts with low churn, high adoption, and high health scores.

Advocate customer needs/issues cross-functionally to complete full resolution by developing and running cross-functional remediation/escalation plays.

Provide timely updates to commercial teams about potential qualified opportunities.

Continually work to evolve and improve the Customer Success discipline within and across Medidata

Advocate on behalf of the Customer Success organization, internally and externally, to show our specialization in customer satisfaction, adoption, and outcomes enablement.

Collaborate cross-functionally to extend the reach and capability of the Customer Success team

Your Competencies:

Familiarity with customer success organizations

Strong orientation toward problem solving with a systematic and managed approach

Strong technical aptitude with an ability to understand SaaS and software business models

Extensive interaction with sales, systems engineering, product development, and other members of cross-functional teams

Urgency in execution and tendency toward speed with ability to adapt and change

Strong empathy for customers

Excellent verbal/written communication and organizational skills

Strong business acumen including experience working in a B2B environment

Proven ability to influence through persuasion, negotiation, and consensus building

Exercise independent judgment in methods, techniques and evaluation criteria for obtaining results

Strong executive presence

Your Education & Experience:

Minimum 5 years life sciences or medical devices industry experience

Minimum 5 years in marketing, customer success, sales, or services

Minimum 5 years in a direct customer facing role

Familiarity with clinical trial software or similar a plus

Bachelor’s degree from an accredited university or college

Ability and willingness to travel up to 30%

Clinical trials expertise a plus

MBA or similar a plus

Medidata is making a real difference in the lives of patients everywhere by accelerating critical drug and medical device development, enabling life-saving drugs and medical devices to get to market faster. Our products sit at the convergence of the Technology and Life Sciences industries, one of most exciting areas for global innovation. Nine of the top 10 best-selling drugs in 2017 were developed on the Medidata platform.Medidata’s solutions have powered over 14,000 clinical trials giving us the largest collection of clinical trial data in the world. With this asset, we pioneer innovative, advanced applications and intelligent data analytics, bringing an unmatched level of quality and efficiency to clinical trials enabling treatments to reach waiting patients sooner.Medidata Solutions, Inc. is an Equal Opportunity Employer. Medidata Solutions provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by the law. Medidata Solutions complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.#LI-CD1

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