Customer Success Manager

Sitero is an emerging leader in Clinical services and software solutions for the life sciences industry. We have experience and expertise in a diverse range of therapeutic areas and focus on innovative, technology-enabled solutions that allow our clients to focus on their core strengths. For early phase studies through Phase III clinical trials, our experienced team delivers high-touch services and technology to ensure the safety of all stakeholders across the clinical research community with an emphasis on ethics, compliance, and innovation.

Job Title: Customer Success Manager

Location: USA - Remote

Function: Customer Success

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Sitero is seeking a highly motivated and strategic Customer Success Manager (CSM) to play a pivotal role in supporting Sitero's global customer base. The Customer Success Manager is responsible for deploying Sitero's Customer Success strategy as set forth by our President and VP of Customer Success. This position will primarily be the bridge between customer and Sitero in driving the 'customer experience' process from RFP through account renewal and management. We at Sitero believe in providing our customers with a White Glove level of customer service, therefore you will play a pivotal role in the blueprint of this department. The role is a bridge that connects Sitero's Clinical and eClinical service and technology offerings across our existing customer base. Working cross-funcitonally both internally and externally, this role is responsible for managing all our customer relationships to ensure customer satisfaction and account growth objectives are achieved. Through this process you will ultimately drive net-new business for Sitero by driving existing customer relationships forward.

RESPONSIBILITIES

• Customer Onboarding : Oversee the onboarding process for new and existing customers, ensuring a smooth and efficient implementation of Sitero working closely with the implementation and delivery teams to maximize Sitero's impact and delivering undisputable operational impact.
• Customer Retention & Expansion : Drive efforts for customer retention and expansion by identifying opportunities for upselling and cross-selling. Collaborate with the sales team to identify growth possibilities within existing accounts and formulate strategies to enhance customer lifetime value. Support management of RFIs/RFPs, vendor qualifications and audits for existing accounts.
• Issue Escalation & Management: Ensure appropriate internal stakeholders are engaged in issue resolution. Serve as point of contact with customer on escalated issues.
• CSAT and Customer Feedback: Gather formal customer feedback and Customer Satisfaction (CSAT) scores. Escalate identified issues and facilitate issue resolution to ensure CSAT objectives are achieved.
• Contract Management: Management of all Change Orders and Renewals for existing customer base, in coordination with Contracts team and customer.
• Product Roadmap Communication: Communicate product enhancements and release dates to customers, in coordination with Product Management. Facilitate demo of product enhancements to customers.
• Cross-functional Collaboration: Collaborate closely with other departments, such as sales, marketing, product management, delivery and support, to ensure a seamless customer experience. Share customer insights, feedback, and success stories to contribute to product development, marketing initiatives, and overall company strategy.

EDUCATION AND EXPERIENCE REQUIRED:

• Minimum of 5 years working for a Contract Research Organization (CRO), Life Sciences technology company or Pharmaceutical / Biotech organization
• Previous experience in a Customer Success or related sales / commercial role
• 4 -year degree from an accredited college or university required
• Strong interpersonal, communication, and presentation skills
• Self-starting, take initiative personality
• Highly organized
• Team Player attitude
• Previous experience managing a team of direct reports required

COMPENSATION & BENEFITS:

Sitero proudly offers an impressive compensation package and benefits, including a competitive salary, Variable pay, paid time off, and healthcare and retirement benefits.

EMPLOYMENT TYPE:

Full Time, Permanent

COMMITMENTS:

• Standard Hours 40 hours per week, one hour lunch, Monday - Friday. Additional hours as needed.
• Willing to work in shifts as and when needed.

DISCLAIMER:

Sitero is an equal opportunity employer and welcomes all job applicants. All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.