Customer Success Manager

Sitero LLC•Markham, ON

13d•Hybrid

About The Position

The Customer Success Manager position is a strategic leader responsible for the overall health, growth, and success of Sitero’s commercial eClinical and Clinical services. This role involves building and nurturing long term client relationships, executing strategic marketing plans, leading and mentoring account teams, and driving revenue growth through net-new logo generation.

Requirements

Minimum of 5 years working for a Contract Research Organization (CRO), Life Sciences technology company or Pharmaceutical / Biotech organization is required
4 -year degree from an accredited college is required
Strong interpersonal, communication, and presentation skills
Self-starting takes initiative.
Highly organized, collaborator attitude and personality
Strong knowledge and experience of sales databases such as Salesforce, pipelining, and cold calling to create new business
Must be willing to travel up to 50% of the time. May involve significant driving/flying to manage the territory

Nice To Haves

Previous experience as a CRA, CTM, or in Clinical Operations is strongly preferred
Previous experience in outside Business Development, Account Management or related sales / commercial role is preferred

Responsibilities

Work within a defined territory to generate and qualify new leads and opportunities
Research and develop a plan for breaking into your assigned territory
Partner closely with marketing on GTM strategy
Build trusted relationships with prospective customers, understand their needs and recommend the right Sitero solutions/products
Meet and surpass your sales goals
Attend conferences and represent Sitero's Clinical and eClinical products
Drive efforts for customer expansion by identifying opportunities for upselling and cross-selling. 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. Manage all procurement activities: PO’s, change orders, amendments, MSA renewals etc.
Oversee the onboarding process for customer base, 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.
Collaborate closely with other departments, such as sales, marketing, product management, delivery, and support, to ensure seamless customer experience. Share customer insights, feedback, and success stories to contribute to product development, marketing initiatives, and overall company strategy.
Ensure appropriate internal stakeholders are engaged in issue resolution. Serve as point of contact with customer on escalated issues.
Gather formal customer feedback and Customer Satisfaction (CSAT) scores. Escalate identified issues and facilitate issue resolution to ensure CSAT objectives are achieved.
Accountable for client finances including PO’s. Identifies and pursues opportunities for organic growth within the customer portfolio. Supports service delivery with client budgets and invoices particularly as it relates to issue resolution including invoicing issues and contract overages
Accurately forecast bookings and revenue to ensure performance against financial targets within the CRM tool