客户成功经理
Customer Success Manager
“成为一家影响行业的领先公司的一员，这家公司是快速发展的行业标准！”
我们是谁？
RealTime eClinical Solutions 是一家全球领先的快速成长的 SaaS 技术公司，为临床研究行业提供全面的软件解决方案。
我们的愿景是通过创新的解决方案重塑全球临床研究行业，帮助推进医学发展并拯救生命。我们的基于云的解决方案致力于解决复杂问题，简化临床研究流程，使其更加有组织、高效和成本可控。我们位于德克萨斯州圣安东尼奥，但我们真正是一家远程办公和远程工作的公司。
我们正在寻找谁？
在 RealTime 担任客户成功经理（CSM），你将成为我们最重要客户的首要联系人，确保他们最大化使用我们的 eClinical 软件的价值。你将通过提供专业指导、主动支持和战略洞察来推动客户满意度、留存率和增长。
此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化解决方案。CSM 职位还会与 RealTime 合作，紧密配合业务发展、专业服务、产品和客服团队，确保客户合作关系顺利进行并产生高影响力。
成功的 CSM 会积极地进行新用户的接触和关系建立。这包括主动寻求与新客户员工的介绍，了解他们的职责，并识别他们在工作中使用的工具和应用。
你会做什么？
客户关系管理：
- 与所负责账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，并推动计划和行动以提高采用率和客户价值。
- 与利益相关者和决策者建立密切且高度可信的工作关系，基于你的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应对能力，成为他们信赖的顾问。
- 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，根据他们的需求进行定制
查看英文原文
“Be part of an influential company that is the standard for a rapidly evolving industry!”
WHO ARE WE?
RealTime eClinical Solutions is a Global Leader and rapidly growing SaaS technology company that provides comprehensive Software Solutions to the clinical research industry.
Our Vision is to reshape the global clinical research industry with innovative solutions that help advance medicine and save lives. Our cloud-based solutions are dedicated to solving complex problems and simplifying clinical research processes to be more organized, efficient, and cost-effective. We are based in San Antonio, TX, but we are truly a remote and telecommuting company.
WHAT ARE WE LOOKING FOR?
As a Customer Success Manager (CSM) at RealTime, you will be the primary point of contact for our most strategic customers, ensuring they maximize the value of our eClinical software. You will be responsible for driving customer satisfaction, retention, and growth by providing expert guidance, proactive support, and strategic insights.
This position involves building strong relationships with key stakeholders to understand their needs and delivering tailored solutions that align with their clinical trial objectives. The CSM role also collaborates with RealTime, working closely with business development, professional services, product, and support teams to ensure client partnerships are running smoothly and delivering high impact.
A successful CSM is proactive in new user outreach and relationship development. This includes actively seeking introductions to new client employees, understanding their roles and responsibilities, and identifying the tools and applications they currently use in their work.
WHAT WILL YOU BE DOING?
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 status as a trusted advisor based on your 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 and Support:
- Gain deep knowledge of RealTime’s eClinical software.
- 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, products, and support teams to address client needs, escalate issues or product feedback, or 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 and 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, Account touchpoints, etc. via CRM and Customer Success tools.
WHAT DO YOU NEED?
- 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, with the ability to adapt style accordingly.
- Adept at turning qualitative and quantitative data into compelling stories.
- Experienced in 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 our client-partner relationships.
- A detail-driven project manager with strong planning and implementation skills, such that nothing ever falls through the cracks. PMP a plus
- Able to manage highly complex projects and changing priorities for multiple customers with precision and speed.
- Experience working for a high-growth SaaS business is preferred.
- Strong problem-solving skills and attention to detail.
- Gainsight knowledge a plus
- Ability to travel is needed to meet with key accounts (up to 15%)
WHAT IS IN IT FOR YOU?
- The company sponsors health insurance, long-term disability, and life policy
- Unlimited Paid Time Off
- 10 paid Holidays
- Paid Parental Leave
- Work Anniversary Bonus
- Participation in the Employee of the Quarter Program
- Monthly $100 Connectivity Stipend Reimbursement
- RealTime matches employee 401K contributions at 100% of the first 3% invested and 50% of the next 2% invested.
All successful candidates must complete and pass reference and background checks.
The desired salary must be indicated for the application to be considered.
The pay rate is commensurate with experience and is determined on an individual basis after an interview has occurred.
Equal Opportunity Employer – RealTime eClinical Solutions strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including employment.
Your Right to Work – In compliance with federal law, all persons hired will be required to verify identity and eligibility.
Thank you for your interest in RealTime eClinical Solutions.
Originally posted on Himalayas