Suvoda

Customer Success Manager

Suvoda

full-time

Posted on:

Location Type: Remote

Location: Pennsylvania • United States

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About the role

  • Maintain strong relationships with customers and ownership of customers’ success through renewal rate, NPS and other metrics that measure customer success.
  • Drive strategic development of customer programs and actively pursue opportunities to improve through expansion, enhancements and operational improvements
  • Identify opportunities to increase revenue conversion
  • Establish initiatives to encourage customer growth and upsell opportunities
  • Create and drive value realization throughout the lifecycle
  • Proactively identify account risks and drive mitigation strategies
  • Work with cross functional partners to develop strategies and materials to increase the quality and efficiency of support to customers and users
  • Work with CSM Leaders on business initiatives and other projects
  • Work with marketing team to identify customer advocates to participate in feedback opportunities and case studies
  • Work with Finance teams to improve revenue predictability for customers
  • Assist in the hiring and training of Customer Success Managers
  • Perform other duties, assignments, and special projects as time or circumstances demand

Requirements

  • 5+ years working in account management or equivalent role
  • 5+ years working in the Life Sciences Industry preferred
  • Bachelor's Degree or equivalent combination of education and experience preferred
  • Proven proficiency in customer retention, presentation skills and ability to work independently to drive a virtual team to deliver customer success
  • Ability to align internal resources to meet customer requirements and deadlines.
  • Proven track record of sustaining and growing complex relationships
  • Commercial instincts a must with strong leadership, teamwork, & cross-group collaboration skills.
  • Be a self-starter with a positive attitude
  • Extremely organized, with effective time management skills
Benefits
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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer retentionpresentation skillsaccount managementrevenue conversioncustomer success metricsupsell strategiesrisk mitigation strategiescross-functional collaborationcustomer growth initiativestime management
Soft Skills
leadershipteamworkcross-group collaborationself-starterpositive attitudeorganizational skillsindependent workeffective communicationstrategic thinkingproblem-solving
Certifications
Bachelor's Degree