Customer Success Manager

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Cordance

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2021

🤝 B2B

💳 Fintech

☁️ SaaS

B2B • Fintech • SaaS

Cordance est une jeune entreprise avec une longue histoire, dédiée à collaborer avec des entreprises dirigées par leurs fondateurs pour offrir un soutien financier et stratégique à leur croissance. En s'appuyant sur leur vaste expertise opérationnelle et leurs ressources, ils se concentrent sur des parcours de croissance personnalisés pour leurs partenaires, en veillant à ce que la qualité, le talent et la culture soient préservés. Cordance vise à établir des partenariats à long terme orientés vers un succès durable.

Description

• Manage a portfolio of small to mid-sized accounts to ensure successful adoption, engagement, and renewal. • Monitor customer health metrics to identify renewal risks early and take corrective action. • Recommend add-ons, contract expansions, or upgrades based on customer usage patterns or needs. • Collaborate with the sales team to provide product demonstrations and address potential client inquiries. • Identify any customer dissatisfaction that may impact contract renewals and recommend strategies to mitigate churn risk. • Develop a trusted advisor relationship with customers; build and maintain strong, long-lasting customer relationships. • Monitor and analyze customers’ usage of our product, report on trends to management, provide suggestions based on findings. • Collaborate and assist in maintaining a library of best practices based on customer interactions and subject matter expertise in collaboration with the other research products team members. • Travel as needed to represent the Research Product business unit for customer site visits, implementations, and sales and marketing opportunities. • Provide technical support for customers using established company processes and tools (Customer Support software, CRM, phone, email). • Maintain a high standard of responsiveness, ensuring high levels of customer satisfaction with our support experience. • Provide backup and cross coverage of customer support as needed which may include after normal business hours to support customer across the country and global customers. • Develop and maintain subject matter expertise in Research Pharmacy by participating in educational opportunities, reading professional publications, maintaining professional networks, and participating in professional organizations. • Collaborate with the Director of Customer Success, VP of Business Solutions and Research Pharmacy Team to consult with customers on best practices and innovative uses of software features. • Offer guidance and feedback on all customer and prospect communications, including the McCreadie Group website, newsletters, training, and sales and marketing materials. • Work with the Research Pharmacy Team and the Development Team on all open issues relating to the Research Product based on feedback provided by Research Product Team members. • Provide recommendations to the Director of Customer Success relating to the direction of Research Products based on customer feedback and interactions. • Translate enhancement requests into high-level specs to design company's products as assigned. • Assist with testing of research product releases and new features in collaboration with the Research Products Team. • Provide or assist with customer implementation and training for new Research Product clients as needed. • Assist in creating and maintaining all user documentation to ensure customers can successfully use the research products. • Perform other duties as needed

🎯 Exigences

• Subject matter expertise in research pharmacy (Investigational Drug Services) at clinical sites. • Minimum 3 years of relevant pharmacy research experience required and/or • Minimum 3 years of Vestigo use. • Demonstrated ability to manage protocols, amendments, and protocol close out • Demonstrated ability to operate an IDS service • Demonstrated superior client relationship management skills • Familiarity with CRM/CS tools (Salesforce, HubSpot, etc.). • Strong collaboration skills and eagerness to learn. • Advanced user of Word, Excel and PowerPoint. • Excellent organizational skills with ability to work independently and manage projects with many moving parts • Ability to perform duties in an efficient, professional, and courteous manner • Excellent written and verbal communication skills • Must be eligible to work in the U.S.

🏖️ Avantages

• Comprehensive Health Coverage: Coverage begins on your first day of employment. • 401K Plan (US): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested. • RRSP (CAN): We match 1:1 for the first 3% of contributions and 0.5:1 for the next 2%. Contribute 5% of your salary and get a 4% match. Choose from pre-tax and Roth options. You’re eligible the first of the month after 90 days and immediately vested. • Flexible PTO: Enjoy uncapped paid time off to balance your work and personal life. • 12 weeks paid leave for all employees. • Monthly Stipend: Receive $75 USD / $140 CAD per month for phone and internet if you work remotely. • Generous Holiday Schedule: Benefit from an extensive list of holidays to recharge and spend time with loved ones.