[Company / Industry] Computer software & data solutions / Information Technology & Life Science
[Position] Senior Lead Customer Success Manager
[Function] Customer Success
[Reporting Line] VP of Customer Success, USA
[Employment Type] Permanent
[Compensation] TBD
[Location] Seoul, Korea
[Global HQ] New York, USA
[Consultant in charge] Simon S. Kim
Company Description:
Global data & solution company dedicated to life sciences market
Job Description:
Lead the development and execution of action plans to achieve identified customer outcomes for a defined portfolio of accounts
Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts
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
Lead the development and measurement of key performance indicators for a defined portfolio of accounts
Administer a customer ambassador program to develop customer specific case studies and references
Maintain a portfolio of accounts 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 the Company
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
Job Requirements:
[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
Extensive interaction 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 independent judgment in methods, techniques and evaluation criteria for obtaining results
Native Korean / Fluent English
Strong executive presence
[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
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 30%
Clinical trials expertise a plus
MBA or similar a plus
If you are interested, please contact simon.kim@rp4rp.com +82-2-6123-0100