Customer Success Manager

Customer Success Manager (CSM)

Biofourmis’ Digital Health solutions are deployed in partnership with world’s leading biotech, pharma and health systems that are pushing the innovation boundaries to improve outcomes.

With our rapidly growing customer base and project portfolio, we are building a group of implementation and relationship management experts to lead delivery of projects for our customers and ensure continued success beyond implementation. This group will work closely with our customers’ teams for deploying Biofourmis solutions and maximize the value derived by our customers. The team will work in close collaboration with internal cross-functional team.

We are seeking a customer-centric, energetic, highly-motivated individual to join our Customer Success Team. The CSM is responsible for cultivating and maintaining strong relationships within assigned accounts ensuring high levels of customer satisfaction and recognition of ROI, leading to strong renewals and growth opportunities. The CSM works closely with our customers alongside Sales, Customer Support, and Product Management and Operations teams to ensure our services are delivered successfully.

The CSM will be responsible for developing and keeping up to date customer playbooks, identifying and solving for client barriers and will be responsible for client escalations and assuring a strong voice of the customer to internal stakeholders.

Responsibilities

• Build relationships that expand customer accounts, increase customer retention, solve customer issues, and drive customer satisfaction.
• Become a trusted resource to educate clients about the company’s products and how they can benefit by adopting them.
• Work closely with internal teams to ensure an exceptional customer experience.
• Proactively review our customers’ business and goals, suggest new and innovative ways to keep them succeeding with our products.
• Will preview new or developing product concepts to clients, facilitate demos and training, as needed. When customers seek to adopt new products/platforms, the CSM may also guide the implementation team.
• Ensure client SLAs are monitored and met.
• Assist in creating policies and procedures that optimize the customer experience.
• Support project teams during implementation through post-implementation transition.
• Collaborate with internal cross-functional teams of experts including Product, Engineering, Regulatory, Quality, Security, Compliance, and Customer Service to successfully deliver on customer engagements.
• Maintain a positive, can-do attitude and embrace a culture of customer success and operational excellence.

Requirements

• 2+ years of experience in relationship management, business development or other client facing roles
• Bachelor’s degree in business, healthcare, information technology or related industry
• Must possess a strong understanding of clinical and technical vernacular in order to effectively communicate with customers and internal teams
• Strong organization and presentation skills
• A propensity for relationship building and problem solving
• Fundamental understanding of project management methodologies and best practices

Preferred

• 2+ years of experience in healthcare systems, hospitals, medical devices or life sciences industry, with general understanding of regulatory requirements for the industry (e.g. GxP, Software as Medical devices, Combo therapies, HIPAA, GDPR etc.)
• Experience working in a fast paced rapidly growing startup
• Experience working with cross functional global teams spread across time zones

Base compensation for this role is $120,000 to $145,000 depending upon experience.