Senior Manager, Customer Success (Clinical Trials)
Job Summary
Job Description
Saama seeks a Sr. Manager, Customer Success (Clinical Trials) to ensure customers realize the promised value from their relationships. This role owns a revenue target, collaborating with sales, product, engineering, and implementation teams. Responsibilities include developing 30-60-90 day account management plans, conducting quarterly business reviews, showcasing Saama's thought leadership, and acting as the primary customer contact for questions and concerns. The ideal candidate will proactively address user adoption issues, serve as a trusted advisor, and be deeply familiar with Saama's product suite. A Bachelor's or Master's degree in computer science or a related field and 7+ years of relevant software development experience (preferably in distributed computing) are required.
Must have:
- 7+ years software development experience
- Manage customer relationships to achieve revenue targets
- Develop and execute account management plans
- Proactive issue resolution and escalation management
- Deep product knowledge and user adoption expertise
- Strong communication and consulting skills
3 skills required
Job Details
Description
Customer Success Manager
Remote (Work from home)
Saama (A Carlyle Portfolio Company) focuses on the specific needs of pharmaceutical & biotech companies, delivering transformative business outcomes. The combination of Saama’s AI research, advanced technical & analytics capabilities, domain expertise across the drug development & commercialization life cycle, and successful product co-development approach has made Saama a trusted partner and thought leader in the life sciences industry. If you possess a solutions mindset, strong management skills, and commitment to be part of a tremendous journey, join our growing, global team. See what Saama can do for your career and your journey.
Remote (Work from home)
Saama (A Carlyle Portfolio Company) focuses on the specific needs of pharmaceutical & biotech companies, delivering transformative business outcomes. The combination of Saama’s AI research, advanced technical & analytics capabilities, domain expertise across the drug development & commercialization life cycle, and successful product co-development approach has made Saama a trusted partner and thought leader in the life sciences industry. If you possess a solutions mindset, strong management skills, and commitment to be part of a tremendous journey, join our growing, global team. See what Saama can do for your career and your journey.
Requirement
- Bachelors or Master’s degree in computer science or related discipline.
- 7+ years of relevant experience in software development, preferably in distributed computing environments.
- Primary Responsibility to ensure that the customer gets the desired value out of the relationship as promised by Saama’s Executive Sponsors and Sales teams
- Owns a Revenue Target for the year and works with various internal teams (Sales/Product/Engineering/Implementation) to ensure that the targets are met.
- Ensures that the ‘bookings’ committed to by the Sales Reps are converted to ‘Billings’ by proactively managing any escalations or issues related to project execution
- Create 30-60-90 day Account Management Plans that cover a range of topics from current state of the engagement to upcoming Business Development opportunities
- Conduct Business Reviews in partnership with Executive Sponsor on a quarterly basis
- Showcase Saama’s point of view as a thought leader in the Data & Analytics space.
- Be the Point person for the customer in case of any questions/concerns that might arise with respect to the overall relationship with Saama
- Work on being a ‘trusted advisor’ to the customers
- Expected to be familiar with the product usage across all of the products at all of the assigned customers
- Proactively address any user adoption issues
- Expected to be customer’s first point of escalation and should be able to address those issues in the best interest of the customer
Competencies:
- Results-oriented and a self-starter who enjoys a challenge and needs minimal support and direction.
- Works well in structured environment handling multiple threads
- Takes initiative; challenges status quo
- Learns quickly; takes smart risks & experiments.
- Consulting skills; identifies key requirements in dynamic environments.
- Positive Attitude, Communication & Influence skills. Able to communicate effectively and credibly with clients, and other team members. Effective in both written and spoken communication.
- Perseverance. Stays the course despite challenges & setbacks
- Able to build relationships with senior leadership at customers
Work Environment
- This job operates in a professional office environment. This role routinely uses standard office equipment, including but not limited to, computers, phones, and photocopiers.
Physical Demands
- This position requires the frequent and repetitive use of a computer, keyboard, and mouse. Hand and finger dexterity is required.
Other Duties
- Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.
EEO
- Saama provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
- This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation, and training.
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