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Customer Success Solutions Architect
2 weeks ago
About the Role:
As a key member of our team, you will drive customer retention and expansion by managing a portfolio of accounts, ensuring successful project delivery, prospecting for new opportunities, and creating innovative solutions. You will collaborate with technical experts and subject matter specialists to ensure alignment between customer needs and business objectives.
Key Responsibilities:
- Account Management:
- Build and nurture relationships with key stakeholders, including champions and economic buyers.
- Monitor account-level margins to ensure profitability. Liaise with revenue operations on invoicing, revenue recognition, and financial forecasting.
- Ensure deliverables are aligned with customer success metrics through mutual success plans.
- Secure renewal agreements and identify opportunities for cross-sell and upsell.
- Cross-Sell and Upsell Opportunities:
- 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' use cases.
- Develop reusable case studies and impactful sales materials.
- Conduct market research to strategically align solutions with customer pain points and industry trends.
- Delivery and Collaboration:
- Act as the customer's voice within our organization, ensuring all teams are aligned to deliver exceptional customer experience.
- Collaborate with technical experts and subject matter specialists to ensure smooth and agile project execution.
- Pull in relevant teams as necessary to ensure comprehensive solutions are delivered to the customer.
- Conduct regular project reviews to maintain quality.
Key Performance Indicators:
- 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, and collaterals.
Required Skills and Qualifications:
- 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.
