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Customer Success Manager

2 months ago

Pune, India TransPerfect Full time

OVERVIEW

The Customer Success Manager (CSM) is responsible for managing global accounts, onboarding, maintenance, and ongoing support for clients as contracted. The Customer Success Manager is responsible for ensuring our clients achieve their desired outcomes while maximizing the value they receive from our products and services. The Customer Success Manager is critical in driving customer satisfaction, retention, and growth.


DESCRIPTION

  • Serve as the central point of contact for client and be responsible for managing client relationships post- contract signature, ensuring seamless communication and support
  • Proactively learn about clients’ industries, business needs and company culture, educate the project team, identify new business opportunities, and deliver a high-level service
  • Oversee the on-boarding of new customers and projects
  • Facilitate discussions, analyze, and document customer requirements in collaboration with operations and tech teams
  • Arrange and facilitate training of customers and internal teams
  • Monitor and communicate project progress, ensure strict adherence to deadlines and budgets, and deliver high- quality deliverables
  • Act as the customer’s advocate, identify areas for improvement, support complaints, manage escalations, and resolve customer’s business problems
  • Measure performance, analyze deviations and implement corrective actions
  • Lead internal and external communication and report progress
  • Measure customer satisfaction and report account status metrics
  • Support governance and/or quarterly business reviews capturing client feedback and report progress Optimize existing accounts through regular audits, analysis, and process improvement initiatives Collaborate with internal and external technology and product teams to define and deploy a roadmap for both internal and external teams.
  • Work closely with Sales to propose new services or technology to the client
  • Grow existing client relationships through service and technology
  • Manage the customer’s needs and expectations, balancing customer satisfaction and account profitability Support the customer in new technology deployment, process improvement and business growth initiatives Financial oversight of account and project contracts
  • Monitor employee time against budgets
  • Be involved in bigger picture aspects of the business versus exclusively managing projects
  • Participate in and support Quality Assurance with clients and regulatory audits, as necessary
  • Be knowledgeable in Trial Interactive systems to appropriately support clients and recommend process improvements. Become a Subject Matter expert for client supported technologies
  • Be involved with training and mentoring of new employees, as needed
  • Support estimated managed revenue of $1.25M+ US dollars
  • Complete all other tasks that are deemed appropriate for this role and assigned by the manager/supervisor

REQUIRED SKILLS

  • Strong problem-solving and analytical skills, with the ability to think strategically and act tactically
  • Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint, and Teams)
  • Extreme focus on customer experience, with understanding of the voice of the customer
  • Excellent customer service skills with the ability to balance multiple tasks
  • Superior written and spoken communication skills in English
  • Ability to work under pressure and meet deadlines
  • Strong technology skills
  • Aptitude for forging strong partnerships/relationships across the organization including operations,
  • business development, production, and quality and customers
  • Ability to travel as needed to meet with clients and attend industry events

4.0 REQUIRED EXPERIENCE AND QUALIFICATIONS

  • Minimum Bachelor’s degree in Clinical Research, Life Sciences, Business, or equivalent experience
  • Minimum 3 years’ experience in Customer Success, Project Management and/or Program Management
  • Minimum 3 years’ experience in the Life Sciences industry (pharmaceutical, biotechnology or CRO
  • experience preferred)

5.0 DESIRED SKILLS AND EXPERIENCE

  • Leadership experience in managing / supporting teams
  • Experience in process improvement initiatives (Kaizen, Lean Six Sigma)
  • Work well with people from a variety of different backgrounds and cultures
  • Can work independently and part of a team
  • Strong knowledge of technology within the industry