Customer Success Manager Contract/Perm

Our client based in Central London are looking for a Customer Success Manger to join their team on a Contract or Permanent basis.

They are a fast growing start up that specialise in providing data quality and data capture analysis to Pharmaceutical companies. Their development of a web-based application allows them to work within the fields of technology, research and the life science sector.

Their environment is ideally suited for someone service oriented and organised who wants to work at a small but fast growing company where they have exposure to everyone; from testers to the CEO. A place where you can share your thoughts and ideas and have an impact.

Someone with pharma industry experience: drug safety space would be ideal.

We would be delighted to hear from you if you already have the right to work in the UK with experience within customer success , project ,account management background or even support from other Pharma IT vendors, or from Pharma / CRO type environments directly. Experience of Drug Safety, Pharmacovigilance is highly desirable and would be preferred.

Here's an idea of the position and what you would be doing:

Before Contract:

• Drive agreement between the Customer, and Partners on:
• What is the problem we are looking to solve?
• What is the solution we are agreeing to pursue? (Scope, Service Levels,etc. ) Agree pricing and timelines for any custom build and deployment.
• How will we measure success; benefit realisation and how will both organisations work together to quantify; define what measures and provides?

From Contract to Go Live:

• When required by Clients, drive design, build and test of any agreed custom solution or custom features
• Collect the desired Customer configurations for the agreed solution
• Drive coordination with Partner activities
• Drive deployment of the agreed solution to agreed timelines

From Contract to Go Live:

• Drive resolution for customers' support requests
• Drive upgrades & migrations

From Contract to Go Live:

• Collect & Report Success metrics
• Drive periodic account reviews (both internal and with customers) to understand solution adoption and the Success metrics
• Identify and drive resolution of customer concerns and/or process opportunities
• Identify and drive review of other (related) problems they maybe able to help solve; Understand client problems in depth and manage advocacy through case studies, publications and User communities
• Drive customer input to Product R&D activities in time-bound manner
• Identify and drive realisation of customer partnership opportunities
• Capture end-user feedback on the product and service enabling meaningful enhancements
• Manage third party delivery Partners (e.g. Accenture etc)
• Communicate product information to customers (roadmap, maintenance, etc.) with deadlines for input

Qualifications and Experience:

• Degree educated with excellent Industry experience
• Participation in one or more large systems implementation projects through the full project lifecycle
• Process design and documentation
• Excellent communication skills, in English

Competencies and Personal Qualities:

• Good personal organisation skills with a focus on delivery
• Ability to work well as part of a multidisciplinary team
• The desire to deliver the highest levels of customer satisfaction
• Well-developed analytical and problem solving abilities
• Ability to work on different types of projects at the same time
• Strong people skills and the ability to influence others

If you have any questions or you are interested in this role then don't hesitate to call Bryan on 01273 729819 or email bryan@pop-science.co.uk

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