Website Seekup Strategies
Seekup Strategies
Company : Seekup Strategies
Customer
Success Manager – Cloud Data
Our
client is a pioneering Scientific Data and AI Cloud company, distinguished by
its unique, open, and purpose-built platform that integrates deep scientific
expertise with cutting-edge technology. The company is dedicated to
accelerating and enhancing scientific outcomes through its collaborative cloud
solution and comprehensive value chain support.
Role Overview:
We are seeking a dedicated Customer
Success Manager to join our team. This role involves managing and optimizing
the customer experience through a customer-centric approach, ensuring
retention, expansion, and overall satisfaction.
Responsibilities:
·
Provide an exceptional customer
experience by adopting a customer-first mindset.
·
Take ownership of all facets of
customer relationships, including retention, expansion, and satisfaction
(evaluated through NPS and CSAT).
·
Oversee the renewal process and
identify new scientific business opportunities that align with customer goals
and vision, with support from the scientific team as needed.
·
Develop and implement customer success
metrics focused on adoption, expansion, and retention.
·
Conduct Quarterly Business Reviews
(QBRs) and presentations to accelerate time-to-value.
·
Engage proactively with existing
customers to ensure ongoing adoption and satisfaction.
·
Manage the customer onboarding
process, including the design and execution of tailored customer success plans.
·
Build strong relationships with
customers to understand their needs and maximize value.
·
Capture and analyze customer feedback
to address issues promptly.
·
Collaborate with internal teams such
as sales, delivery engineers, and Product to use customer feedback for guiding
success strategies.
·
Partner with the Product team to
advocate for customer feedback and influence the product roadmap.
·
Monitor key success metrics including
NPS, CSAT, and Success Plan objectives, providing regular status updates and
reviews.
·
Utilize data insights to track
progress, performance, and priorities.
Qualifications:
·
Proven experience in a customer
success role within a cloud data environment.
·
Strong customer-centric mindset with
meticulous attention to detail.
·
Excellent communication skills to
coordinate effectively with sales, marketing, and engineering teams.
·
Minimum of 7 years of experience in
Customer Success, Professional Services, or Consulting in an Enterprise SaaS
context, with the ability to build relationships with users, decision-makers,
and stakeholders.
·
Required knowledge of software
development and cloud-based data infrastructure (AWS, GCP, Azure).
·
Capability to translate customer needs
into Product requirements.
·
Ability to quickly establish trust
with Senior Level Business, Scientific, and IT leaders in leading BioPharma
organizations.
·
Commitment to delivering an
exceptional customer experience.
·
Self-motivated, adaptable, and able to
thrive in a dynamic startup environment with evolving processes.
·
Willingness to travel occasionally
(10-20%) for customer meetings and workshops.
·
Preferred: General understanding of
Life Sciences R&D processes and scientific concepts.
·
Preferred: Familiarity with SQL and
table design.
·
Preferred: BS or M.Sc. in Biology,
Biotechnology, Bioengineering, Information Technology, or related field, and/or
5+ years of experience in Life Sciences, SaaS/PaaS, or software technology.