Customer Success Manager

Your Mission: 

The Lead Customer Success Manager  is responsible for the ongoing satisfaction, adoption enablement, and outcomes realization for Medidata’s customers.  The Lead will work with Customer Engagement management to ensure team best practices, policies, and customer first initiatives are met.  They act as internal champions to coordinate the cross-functional motions required for sustained customer success and growth.  Key focus areas will include retention, advocacy, adoption, and growth for a defined portfolio of customers.

• Guide the development and execution of action plans to achieve identified customer outcomes for a defined portfolio of accounts that range in complexity, and segmentation geared toward mid-sized accounts.

• Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts that vary in complexity

• Collaborate cross-functionally to shepherd customers through an optimal customer journey that engenders strong satisfaction, supports high-levels of software utilization, and enables true business value attainment

• Maintain an effective account governance process in collaboration with customers key stakeholders as well as the internal account team

• Execute growth, advocacy, and adoption plays at named accounts to increase customer utilization, maturity, and drive demand for incremental solutions

• Determine and validate with team management the development and measurement of key performance indicators for a defined portfolio of accounts

• Provide guidance and information to help administer a customer reference identification process

• Maintain a portfolio of accounts that vary in complexity with low churn, high adoption, and high health scores.

• Advocate customer needs/issues cross-functionally to complete full resolution by developing and running cross-functional remediation/escalation plays

• Provide timely updates to commercial teams about potential qualified opportunities.

• Continually work to evolve and improve the Customer Success discipline within and across Medidata

• Advocate on behalf of the Customer Success organization, internally and externally, to show our specialization in customer satisfaction, adoption, and outcomes enablement

• Collaborate cross-functionally to extend the reach and capability of the Customer Success team

Your Competencies: 

• Familiarity with customer success organizations

• Strong orientation toward problem solving with a systematic and managed approach

• Strong technical aptitude with an ability to understand SaaS and software business models

• Experience with sales, systems engineering, product development, and other members of cross-functional teams

• Urgency in execution and tendency toward speed with ability to adapt and change

• Strong empathy for customers

• Excellent verbal/written communication and organizational skills

• Strong business acumen including experience working in a B2B environment

• Proven ability to influence through persuasion, negotiation, and consensus building

• Exercise judgment, with guidance, in methods, techniques and evaluation criteria for obtaining results

• Strong executive presence

Your Education & Experience:

• Minimum 8 years life sciences or medical devices industry experience

• Minimum 8 years in marketing, customer success, sales, or services

• Minimum 8 years in a direct customer facing role 

• Prior Customer Success experience is a plus

• Familiarity with clinical trial software or similar a plus

• Bachelor’s degree from an accredited university or college

• Ability and willingness to travel up to 20%

• Clinical trials expertise a plus

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COVID Statement

Medidata requires all U.S. employees to be fully vaccinated against COVID-19 and to provide documentation of full vaccination, unless qualified for an accommodation as determined by Medidata, consistent with applicable law.  Although accommodation requests will be considered (and granted where appropriate/possible), it may be determined that a candidate is unable to adequately perform the essential functions of the position without imposing an undue hardship on Medidata due to customer requirements, staffing needs, or other business reasons.

Medidata is making a real difference in the lives of patients everywhere by accelerating critical drug and medical device development, enabling life-saving drugs and medical devices to get to market faster. Our products sit at the convergence of the Technology and Life Sciences industries, one of most exciting areas for global innovation. Nine of the top 10 best-selling drugs in 2017 were developed on the Medidata platform.

Medidata’s solutions have powered over 14,000 clinical trials giving us the largest collection of clinical trial data in the world. With this asset, we pioneer innovative, advanced applications and intelligent data analytics, bringing an unmatched level of quality and efficiency to clinical trials enabling treatments to reach waiting patients sooner.

Medidata Solutions, Inc. is an Equal Opportunity Employer. Medidata Solutions provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by the law. Medidata Solutions complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.