Be the Next Game Changer
Dassault Systèmes Life Sciences Engagement team: empowering people and energizing passion to change the world and create the future.
Dassault Systèmes, with 35 years of experience transforming the way products are designed, produced and supported has combined with Medidata, developers of the world’s most-used platform for clinical development, commercial and real world data. Our Life Sciences sales and marketing teams bring together all of Dassault Systemes life science capabilities in one go-to-market organization, providing our clients with life science domain focus and expertise to accelerate their business. As one organization we are leading the transformation in life sciences. Unique in the industry, we provide our clients with an integrated business and scientific platform from discovery and preclinical development, through clinical trials, all the way to manufacturing and commercialization. Discover the future of life sciences: www.mdsol.com
We know that diverse teams win and are fully committed to selecting leaders and employees that represent the markets in which we operate. Dassault Systemes Life Sciences & Healthcare, led by Medidata co-founder Tarek Sherif, has global operations and employees in the US, Europe and Asia.
The Manager of Customer Success is responsible for a team of individuals driving the ongoing attainment of outcomes, technology adoption, and satisfaction for Enterprise customers. They act as internal champion, coordinating the cross functional approach required for sustained customer success and growth. Key focus areas will include setting team goals/priorities, enabling effective account coverage, strategic coaching and support, and creating an inspiring team environment.
Establish clear team goals/priorities in alignment with broader Customer Success and Engagement strategy.
Monitor team performance on key metrics and employee satisfaction.
Manage portfolio of accounts toward optimal coverage targets including a personal portfolio. This is a “player/coach” role by design.
Manage the team’s development and execution of action plans to achieve identified customer outcomes for named accounts by establishing critical goals or other key performance indicators.
Monitor overall post-sales relationship with team’s assigned accounts.
Own and manage the team’s post-sales customer lifecycle activities including training, professional services, technical support, renewals, expansion, and advocacy.
Enable customer interactions in a manner that establishes credibility and trust as a business advisor.
Direct growth plan development at named accounts to increase adoption/utilization of existing offerings and demand/consumption of new offerings.
Work with customer advocacy team to develop customer specific case studies and references to share team’s portfolio of account’s success.
Enable customer success outcomes including reduced customer churn, revenue expansion opportunity identification, higher customer product adoption, customer satisfaction, and overall customer health scores.
Advocate customer needs/issues cross-departmentally and lead/resolve account escalations.
Strong empathy for customers and capability for enabling profitable growth
Proven ability to influence through persuasion, negotiation, and consensus building
Ability to establish strong relationships with key customer stakeholders and executives
Exercise independent judgment in customer success methods, techniques and processes for obtaining results
Proven ability to define programs and process around Customer Success methodologies
Strong business acumen including experience working in a B2B SaaS based environment
Recruit and retain the best talent in the industry
Critical to success will be driving cross-functional collaboration and communication across sales, services, education, support, and product management to facilitate customer success touch points within your team’s portfolio of accounts.
Your Education & Experience:
Bachelor’s Degree from an accredited university or college in business discipline (or similar experience)
At least 5 years of experience in SaaS based software specifically owning Customer Success strategies and outcomes
Knowledge of life sciences, pharma and clinical trials strongly preferred
At least 5 years of experience in a direct customer facing role, preferably owning a variety of customer segments
At least 2 years of experience managing Customer Success teams
Ability and willingness to travel up to 30%
Strong verbal and written communication skills; especially with product, sales, support and engineering teams
MBA or similar a plus
General urgency in execution and tendency toward speed with ability to adapt and change
Experience forming, cultivating and managing deep customer relationships (e.g. strategic account management or customer service)
Note: The requirements should reflect your minimum requirements for the role in general
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 Solutions have powered over 20,000+ 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.
MEDIDATA generates the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes.