SaaS Customer Success Manager
Company: Precision Medicine Group
Location: Bethesda
Posted on: October 6, 2024
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Job Description:
SaaS Customer Success Manager
at Precision Medicine Group (View all jobs)
Remote, United States
QuartzBio (www.quartz.bio) is a data and information management
Software as a Service (SaaS) company that transforms sample and
biomarker data to accelerate and power drug development. Our
proprietary AI-powered, Biomarker Intelligence Platform, enables
precision medicine at scale.
As a Customer Success Manager with QuartzBio, you will drive
customer retention and growth, support product onboarding and user
adoption, serve as the voice of the customer, manage risk and
opportunities/threats, use data to monitor customer engagement, and
coordinate cross-functional teams under common
goals/objectives.
Job Summary:
Key Responsibilities:
--- Customer Onboarding: lead the onboarding process for new
customers by understanding customer needs, facilitating QuartzBio
product onboarding, and establishing a governance framework to
manage/monitor ongoing interactions
--- Change Management: support the customer through the
organizational change by ensuring effective user training and
business process alignment towards user adoption
--- Relationship Management: establish and maintain strong,
long-term relationships with customers
--- Product Expertise: develop a deep understanding of QuartzBio
products and services, staying up to date with product enhancements
and evolution within the business
--- Customer Advocacy: encourage and facilitate customer advocacy
by identifying success stories, case studies, and references that
can be shared within the community
--- Account Growth: identify opportunities for upselling and
cross-selling QuartzBio products, and work with the sales team to
maximize account growth and revenue
--- Issue Resolution: address and resolve customer concerns and
issues in a timely and effective manner, collaborating with
internal teams to ensure customer satisfaction
--- Customer Feedback: gather and relay customer feedback to the
product development team for continuous product improvement
--- Renewals and Retention: proactively manage client renewals and
ensure high retention rates, working to prevent customer churn
including awareness of how to navigate champions, influencers,
blockers, decision makers and buyers.
--- Metrics and Reporting: monitor customer success metrics and
KPIs, including usage statistics and user engagement and report on
progress via business reviews and governance meetings
Qualifications:
--- Bachelor's degree in a related field; MBA or advanced degree
preferred.
--- Minimum of 8 years of relevant experience customer success,
solution delivery, practice management, customer-facing consulting,
or portfolio management experience.
--- 3 years of experience in customer success with SaaS or PaaS
solutions.
--- Experience working in the life sciences industry, with
preferred experience working in the R&D space for clinical drug
development with pharma or biotech customers
--- Experience working in a startup environment or in a scaling
division within a larger organization.
--- Experience managing accounts and customer relationships, with
successful track record of retaining and growing accounts
--- Excellent communication skills, with the ability to present
complex ideas clearly and persuasively.
--- Exceptional critical thinking and problem-solving skills, with
the ability to synthesize complex information into actionable
insights.
--- Demonstrated ability to communicate with both technical and
non-technical stakeholders.
Leadership Expectations:
--- Ability to communicate clearly and directly with others to help
address concerns or issues.
--- Help management to identify and solve problems that arise
within the team, and escalate issues as needed.
--- Understand and empathize with their team members' situations
and feelings, building a positive and supportive work
environment.
--- Manage their time effectively, setting priorities, and managing
multiple tasks and work streams simultaneously.
--- Make decisions that are in the best interest of the team and
the organization, taking into account the perspectives of all
stakeholders and balancing competing priorities.
--- Help their team members prioritize their work to ensure that
goals are achieved on time.
--- Take part in leadership training around emotional intelligence,
communication, feedback, and other relevant programs to help build
leadership skills.
#LI-Remote
Precision is required by law in some states or cities to include a
reasonable estimate of the compensation range for this role. This
compensation range takes into account the wide range of factors
that are considered in making compensation decisions including but
not limited to: skill sets, experience and training, licensure and
certifications, and other business and organizational needs. The
disclosed range estimate has not been adjusted for the applicable
geographic differential associated with the location at which the
position may be filled. At Precision, it is not typical for an
individual to be hired at or near the top of the range for their
role and compensation decisions are dependent on the facts and
circumstances of each case. This role is also eligible for a
discretionary annual bonus, health insurance, retirement savings
benefits, life insurance and disability benefits, parental leave,
and paid time off for sick leave and vacation, among other
benefits.
Reasonable estimate of the current range
$108,800 - $163,200 USD
Any data provided as a part of this application will be stored in
accordance with our Privacy Policy. For CA applicants, please also
refer to our CA Privacy Notice .
Precision Medicine Group is an Equal Opportunity Employer.
Employment decisions are made without regard to race, color, age,
religion, sex, sexual orientation, gender identity, national
origin, disability, veteran status or other characteristics
protected by law. - 2020 Precision Medicine Group, LLC
If you are an individual with a disability and require a reasonable
accommodation to complete any part of the application process or
are limited in the ability or unable to access or use this online
application process and need an alternative method for applying,
you may contact Precision Medicine Group at
QuestionForHR@precisionmedicinegrp.com .
It has come to our attention that some individuals or organizations
are reaching out to job seekers and posing as potential employers
presenting enticing employment offers. We want to emphasize that
these offers are not associated with our company and may be
fraudulent in nature. Please note that our organization will not
extend a job offer without prior communication with our recruiting
team, hiring managers and a formal interview process.
Keywords: Precision Medicine Group, Potomac , SaaS Customer Success Manager, Executive , Bethesda, Maryland
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