Solutions Manager

4 weeks ago

Bengaluru, Karnataka, India Elucidata Full time

Job Title: Solution Manager

Function: Delivery and Services

Location: Delhi/Bangalore (3 days in office)

About the Role :

As a Solution Manager, you will drive customer retention and expansion by managing a book of business, ensuring successful project delivery, prospecting for new cross sell & upsell opportunities, and creating innovative solutions. You will collaborate with Technical Owners and Subject Matter Experts, ensuring alignment between customer needs and business goals.

Key Responsibilities:

Book of Business Management:

  • Build and nurture relationships with key stakeholders, including champions and economic buyers.
  • Monitor account-level margins to ensure profitability. Liaise with Revenue Operations team on invoicing, Revenue recognition, financial forecasting.
  • Ensure deliverables are aligned with customer success metrics through Mutual Success Plans.
  • Secure renewal agreements and identify cross-sell and upsell opportunities.

Prospecting and Solution Architecture for Cross-Sell:

  • Map customer organizations to uncover new personas and decision-makers.
  • Perform discovery calls to prospects for new use cases and solutions.
  • Develop tailored solutions suited for customer's usecase
  • Develop reusable case studies and impactful sales materials (solution briefs, presentations).
  • Conduct market research to strategically align solutions with customer pain points and industry trends.

Delivery and Collaboration :

  • Act as the customer's voice within Elucidata, ensuring all teams are aligned to deliver exceptional customer experience.
  • Collaborate with Technical Owners and Subject Matter Experts to ensure smooth and agile project execution.
  • Set up an account pod structure for each customer, incorporating members from various functions such as technical owners, engineering, product, AI/ML, and more.
  • Pull in relevant teams as necessary to ensure comprehensive solutions are delivered to the customer.
  • Conduct regular project reviews to maintain quality.

Key Metrics :

  • Net Revenue Retention (NRR): Includes renewal, upsell, and cross-sell dollars.
  • Utilization percentage (hours, credits)
  • Account health indicators (Business reviews, Mutual Success Plans, NPS)
  • Discovery calls for new use cases (cross-sell)
  • Customer advocacy (testimonials, references, case studies & collaterals building)

Required Skills :

  • Education: Undergraduate degree in Bioinformatics, Life Sciences, or a related field (MBA preferred).
  • Experience: 5+ years in customer-facing roles, with a focus on business development, customer success, or solution selling (Bioinformatics/Life Sciences preferred).
  • Technical Skills: Strong understanding of bioinformatics platforms; experience in cloud/software/ML is a plus.
  • Customer Relationship Management: Proven ability to manage client relationships, uncover opportunities for cross-sell/upsell, and ensure solutions align with business objectives.
  • Communication & Collaboration: Excellent problem-solving skills and ability to work across teams.
  • Tools: Proficiency in Salesforce, LinkedIn Sales Navigator, and project management tools.

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