Customer Success Manager – 12 Month Temp
MasterControl Japan
contract
Posted on:
Location Type: Hybrid
Location: India
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About the role
- Primarily responsible for ensuring retention of existing customers, and identification of expansion opportunities
- Create value for clients by ensuring high adoption rates and optimal use of MasterControl products
- Grow the value of MasterControl by maintaining industry leading retention of customer accounts
- Coordinate product coaching and educational needs for customers with Support and Services departments
- Make sure we have highly referenceable clients by ensuring they are recognizing the intended value of their MasterControl solutions
- Build strong relationships with key stakeholders and decision makers at customer accounts and have a strong pulse on issues and growth opportunities
- Be the primary point of contact and escalation point for customers
- Responsible for client renewals and churn risk mitigation
- Provide valuable, innovative, and well-thought thorough feedback to Product Management, to help build the next generation of revenue-producing applications and adapt current solutions to meet customer needs
- Maintain a deep understanding of the product and be an effective consultant/advisor, helping clients maximize the use of MasterControl solutions
- Be the voice of the client and advocate their needs internally at MasterControl
- Conduct regular account reviews with customer stakeholders, decision makers, and execs
- Identify and communicate expansion opportunities to Sales
- Manage customer account information including contacts, system administrators, products in use, executive contacts, and product champions inside of Salesforce
- Work closely with R&D and Support on identification and tracking of enhancement requests and defects, and effectively communicate status back to clients as needed
- Must be willing to work EMEA/ UK hours
Requirements
- 3+ years of experience working directly with customers in a B2B environment
- 3+ years of experience working in a Customer Success, Account Management, or similar role
- Experience with SaaS applications
- Experience in Life Sciences or regulated industries
- Experience with Salesforce or other CRM applications
- Working knowledge of Quality Management processes for regulated industries
- Proven ability to manage strategic customer accounts
- Proven ability to navigate complex client organizations and build strong and strategic relationships at all levels of the organization
- Experience in resolving escalations through coordination of deliverables from internal teams
- Great analytical and communication skills - you're able to provide clear and concise guidance through emails, over the phone, or in person
- Able to efficiently switch contexts from responding to customer emails, to giving a product demo, to meeting with the product team about an upcoming feature
- A bachelor’s degree or equivalent combination of education, experience, and training that provides the required knowledge, skills and abilities
- Experience presenting both to groups and one-on-one
- Proficient in Microsoft Office Suite
- Demonstrated communication skills
- Demonstrated ability to communicate effectively over the phone and in person.
Benefits
- Competitive compensation
- Schedule flexibility
- Fitness clubs (you get paid to have fun and be active!)
- Company parties and employee recognition programs
- Wellness programs
- Much, much more!
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SuccessAccount ManagementSaaS applicationsSalesforceQuality Management processesAnalytical skillsCommunication skillsProduct demosEscalation resolutionStrategic account management
Soft Skills
Relationship buildingInterpersonal skillsProblem-solvingAdaptabilityPresentation skillsConsultative skillsAdvocacyCollaborationClient engagementFeedback provision