Solutions Manager/Account Manager

Job Title: Solution Manager

Function: Delivery

Location: Delhi/Bangalore (3 days in office)

About the Company:

Elucidata is a TechBio Company headquartered in San Francisco. Our mission is to unleash personalized medicine using AI and multi-omics, multimodal data. Elucidatas platform Polly, helps research teams wrangle, store, manage and analyze large volumes of biomedical data. We are at the forefront of driving AI in personalized medicine R&D across companies like Pfizer, Janssen, Owkin and many more. We were recognised as the 'Most Innovative Biotech Company, 2024', by Fast Company. We are a 120+ multi-disciplinary team of experts based across the US and India. In September 2022, we raised $16 million in Series A round led by Eight Roads, F-Prime, and our existing investors.

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 customers 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 customers 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.

We are proud to be an equal-opportunity workplace and an affirmative-action employer. We are committed to equal employment opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, caste, citizenship, marital status, disability, gender identity, or Veteran status.

Benefits of working with us:

- Competitive compensation including ESOPs

- Unlimited vacation and holiday time off

- Hybrid work environment. 3 days in office is a must for this role.

- The opportunity to be part of a dynamic team in a growing company