客户成功经理
Customer Success Manager
这是一个远程职位。
客户成功经理（CSM）是电子临床SaaS平台最重要客户的首要联系人，确保他们最大化软件的价值。CSM通过提供专业指导、主动支持和战略洞察来推动客户满意度、留存率和增长。
该职位需要与关键利益相关者建立牢固的关系，了解他们的需求，并提供符合其临床试验目标的定制解决方案。CSM会与业务发展、专业服务、产品和客服团队紧密合作，确保客户合作关系顺利进行并产生高影响力。
成功的CSM会在新用户拓展和关系建设方面表现出主动性——积极寻求与新客户员工的介绍，了解他们的职责，并识别他们目前工作中使用的工具和应用。
核心职责
客户关系管理
- 与指定客户中的关键利益相关者建立并维护牢固的关系。
- 定期主动与客户会面，了解挑战，掌握团队和组织的变化，并推动改善采用率和客户价值的计划和行动。
- 与利益相关者和决策者建立紧密且高度可信的工作关系，基于产品专业知识和对客户需求及临床研究业务运营的理解与解决能力，获得顾问级信任。
- 作为所有客户相关查询和升级的首要联系人。
- 为用户提供全面的培训和资源，根据他们的具体需求和工作流程进行定制。
客户成功策略
- 了解每个关键账户的临床试验目标和业务目标。
- 制定并执行定制的成功计划，以推动客户参与度和满意度。
- 监控客户使用情况，并主动解决任何问题或改进领域。
产品专业知识与支持
- 深入了解电子临床软件平台。
- 提供专业指导和最佳实践，帮助客户优化软件使用。
- 与支持团队合作解决技术问题并确保及时响应。
跨职能协作
- 与销售、产品和支持团队紧密合作，解决客户问题，升级问题或产品反馈，
查看英文原文
This is a remote position.
The Customer Success Manager (CSM) is the primary point of contact for the most strategic customers of an eClinical SaaS platform, ensuring they maximize the value of the software. The CSM drives customer satisfaction, retention, and growth by providing expert guidance, proactive support, and strategic insights.
The role involves building strong relationships with key stakeholders to understand their needs and delivering tailored solutions that align with their clinical trial objectives. The CSM works closely with business development, professional services, product, and support teams to ensure client partnerships run smoothly and deliver high impact.
A successful CSM is proactive in new user outreach and relationship development — actively seeking introductions to new client employees, understanding their roles and responsibilities, and identifying the tools and applications they currently use in their work.
Core Responsibilities
Customer Relationship Management
- Develop and maintain strong relationships with key stakeholders within assigned accounts.
- Conduct regular proactive meetings with customers to understand challenges, keep abreast of team and organizational changes, and drive plans and actions that improve adoption and customer value.
- Develop close, highly credible working relationships with stakeholders and decision-makers, achieving trusted-advisor status based on product expertise and a demonstrated ability to understand and address customer needs and clinical research business operations.
- Serve as the primary point of contact for all customer-related inquiries and escalations.
- Support comprehensive training and resources to users, tailored to their specific needs and workflows.
Customer Success Strategy
- Understand the clinical trial objectives and business goals of each key account.
- Develop and execute customized success plans that drive customer engagement and satisfaction.
- Monitor customer usage and proactively address any issues or areas for improvement.
Product Expertise & Support
- Gain deep knowledge of the eClinical software platform.
- Provide expert guidance and best practices to help customers optimize their use of the software.
- Collaborate with the support team to resolve technical issues and ensure timely responses.
Cross-Functional Collaboration
- Work closely with sales, product, and support teams to address client needs, escalate issues or product feedback, and otherwise advocate for the customer.
- Communicate customer feedback and insights to the product team for continuous improvement.
- Identify opportunities for upselling and expansion within key accounts.
Reporting & Analysis
- Track and report on metrics and KPIs, including usage, satisfaction, CSQLs, and renewal rates.
- Analyze data to identify trends, risks, and opportunities for account growth.
- Prepare and present reports to internal stakeholders and customers as needed.
- Manage and track Customer Health, Success Plans, and account touchpoints via CRM and Customer Success tools.
Required Qualifications
· Bachelor's degree in a related field (e.g., Life Sciences, Business, Information Technology) or equivalent experience.
- 5+ years of experience in customer success, account management, or a related role within the clinical trials or healthcare software industry.
- Strong understanding of clinical trial operations and regulations.
- Proven track record of managing and growing strategic accounts.
- Excellent written and verbal communication skills — comfortable communicating with stakeholders of varied backgrounds and levels of seniority, and adapting style accordingly.
- Adept at turning qualitative and quantitative data into compelling stories.
- Experience analyzing data and presenting compelling presentations in Quarterly Business Reviews.
- Ability to understand complex software and technical concepts.
- Proficiency with Salesforce and a desire to learn new technologies that support client-partner relationships.
- Detail-driven project manager with strong planning and implementation skills so nothing falls through the cracks.
- Able to manage highly complex projects and changing priorities for multiple customers with precision and speed.
- Strong problem-solving skills and attention to detail.
- Ability to travel up to 15% to meet with key accounts.
Originally posted on Himalayas