SaaS Customer Success Manager

QuartzBio (www.quartz.bio) is a data and information management Software as a Service (SaaS) company that transforms sample and biomarker data to accelerate and power drug development. Our proprietary AI-powered, Biomarker Intelligence Platform, enables precision medicine at scale. 

As a Customer Success Manager with QuartzBio, you will drive customer retention and growth, support product onboarding and user adoption, serve as the voice of the customer, manage risk and opportunities/threats, use data to monitor customer engagement, and coordinate cross-functional teams under common goals/objectives. 

Job Summary: 

Key Responsibilities:
•    Customer Onboarding:  lead the onboarding process for new customers by understanding customer needs, facilitating QuartzBio product onboarding, and establishing a governance framework to manage/monitor ongoing interactions
•    Change Management:  support the customer through the organizational change by ensuring effective user training and business process alignment towards user adoption
•    Relationship Management:  establish and maintain strong, long-term relationships with customers
•    Product Expertise:  develop a deep understanding of QuartzBio products and services, staying up to date with product enhancements and evolution within the business
•    Customer Advocacy:  encourage and facilitate customer advocacy by identifying success stories, case studies, and references that can be shared within the community
•    Account Growth:  identify opportunities for upselling and cross-selling QuartzBio products, and work with the sales team to maximize account growth and revenue
•    Issue Resolution:  address and resolve customer concerns and issues in a timely and effective manner, collaborating with internal teams to ensure customer satisfaction
•    Customer Feedback:  gather and relay customer feedback to the product development team for continuous product improvement
•    Renewals and Retention:  proactively manage client renewals and ensure high retention rates, working to prevent customer churn including awareness of how to navigate champions, influencers, blockers, decision makers and buyers.
•    Metrics and Reporting:  monitor customer success metrics and KPIs, including usage statistics and user engagement and report on progress via business reviews and governance meetings

Qualifications: 
•    Bachelor's degree in a related field; MBA or advanced degree preferred. 
•    Minimum of 8 years of relevant experience customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience.
•    3 years of experience in customer success with SaaS or PaaS solutions. 
•    Experience working in the life sciences industry, with preferred experience working in the R&D space for clinical drug development with pharma or biotech customers
•    Experience working in a startup environment or in a scaling division within a larger organization.
•    Experience managing accounts and customer relationships, with successful track record of retaining and growing accounts
•    Excellent communication skills, with the ability to present complex ideas clearly and persuasively. 
•    Exceptional critical thinking and problem-solving skills, with the ability to synthesize complex information into actionable insights. 
•    Demonstrated ability to communicate with both technical and non-technical stakeholders.  

Leadership Expectations:
•    Ability to communicate clearly and directly with others to help address concerns or issues.
•    Help management to identify and solve problems that arise within the team, and escalate issues as needed.
•    Understand and empathize with their team members' situations and feelings, building a positive and supportive work environment.
•    Manage their time effectively, setting priorities, and managing multiple tasks and work streams simultaneously.
•    Make decisions that are in the best interest of the team and the organization, taking into account the perspectives of all stakeholders and balancing competing priorities.
•    Help their team members prioritize their work to ensure that goals are achieved on time.
•    Take part in leadership training around emotional intelligence, communication, feedback, and other relevant programs to help build leadership skills.

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