Scaled Customer Success Manager
Dropbox DocSend
Salary
💰 $102,000 - $216,000 per year
Job Level
SeniorLead
Tech Stack
AndroidiOS
About the role
- Drive team in effective and timely implementation of all customer (Pharma and Agency client) engagements.
- Act as a main point of escalation in all matters relating to client/agency program objectives, concerns, and needs.
- Help to guide and develop the professional growth of Account Managers
- Assist in developing and delivering top account Quarterly Business Reviews (QBRs).
- Help the team extract insights and recommendations to highlight opportunities for program optimization.
- Routinely review and provide recommendations on top account monthly program reporting to reinforce program value story and ROI, and to provide insights to help clients achieve business goals.
- Drive lead generation opportunities in collaboration with team and Sales, leveraging program insights and customer feedback to uncover new business opportunities.
- Become proficient in Client Success project management tool used for content development and cross-team communication.
- Monitor for consistent usage by team to ensure accuracy of internal operations dashboard and team KPIs.
- Collaborate with other leaders in Client Success and in GTM Strategy on creating training materials and guides for Client Success.
- Bring voice of the customer feedback to GTM Strategy and Insights, Product Management, Business Intelligence, and Marketing.
- Stay up-to-date with industry trends, digital marketing best practices, and regulatory requirements in the Pharma space
Requirements
- 3+ years of professional experience as a team lead within customer success
- 7+ years of professional experience in Pharmaceutical client and account management
- Strong written/verbal communication, excellent relationship management skills, and sharp attention to detail
- Ability to apply analytics and data to a value proposition
- Willingness to think critically and solve problems in new or creative ways
- Proven team player with a positive attitude who adapts easily to a fast-paced, high-growth and external-facing environment
- Proficient with CRM software like Salesforce and project management platforms like JIRA or TaskRay
