Customer Success Manager – Managed Business Services

🕒 il y a 2 mois

🇺🇸 États-Unis – Télétravail

💵 $78 700 - $150 000 / an

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🏆 Customer Success

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Model N

Site WebLinkedInTous les Emplois

501 - 1000 employés

Fondée en 2000

☁️ SaaS

📋 Conformité

💊 Pharmaceutique

SaaS • Compliance • Pharmaceuticals

Model N est un fournisseur de premier plan de solutions d'optimisation des revenus et de conformité pour les industries pharmaceutique, des dispositifs médicaux, de la haute technologie, de la fabrication et des semi-conducteurs dans plus de 120 pays. L'entreprise propose une réinvention numérique grâce à des solutions spécifiques à chaque secteur, permettant aux clients de maximiser leurs revenus en transformant les processus de vente, de marketing, de distribution, de finance et juridiques. Les produits de Model N incluent des plateformes pour la gestion des processus des fournisseurs et des payeurs, la tarification globale et les données de canaux, ainsi que des services cloud intelligents pour assurer la conformité et l'excellence opérationnelle. Leurs services permettent aux entreprises de rationaliser leurs opérations, de croître stratégiquement et de réduire les risques pour encourager la croissance et l'innovation. Parmi leurs principaux clients figurent Pfizer, AstraZeneca, Sanofi, Abbott, AMD, et d'autres, qui utilisent la technologie de Model N pour optimiser et automatiser les processus de revenus tout en respectant les normes réglementaires mondiales.

Description

• Serve as the primary point of contact for assigned managed services customers, owning the overall relationship and success plan • Develop and maintain customer success plans aligned to contracted services, business objectives, and desired outcomes • Lead regular customer touchpoints (QBRs, monthly check-ins, service reviews) focused on value realization and performance • Act as a trusted advisor, helping customers optimize usage and outcomes from managed services • Partner closely with managed services delivery, operations, and support teams to ensure consistent, high-quality execution of managed services • Monitor service performance against SLAs, KPIs, and contractual commitments • Proactively identify risks to delivery, adoption, or satisfaction and drive mitigation plans • Coordinate escalations and ensure timely resolution of issues impacting customer experience • Drive adoption of managed services offerings and best practices to maximize customer outcomes • Identify expansion and upsell opportunities in partnership with Sales and Account Management (CS qualified leads) • Support renewal processes by demonstrating realized value and service performance • Advocate for customer needs internally to influence service enhancements and roadmap priorities • Track and report on customer health, service metrics, and success outcomes • Leverage customer feedback, usage data, and performance trends to drive continuous improvement • Contribute to the development of scalable processes, playbooks, and best practices for managed services CS • Maintain accurate customer records and activity tracking in CRM (e.g., Salesforce, Gainsight)

🎯 Exigences

• 5+ years of experience in Customer Success or Account Management - preferably in a managed services or SaaS environment • Strong understanding of SLAs, service metrics, and operational delivery models • Proven ability to manage multiple customers and priorities in a fast-paced environment • Excellent communication and stakeholder management skills, including executive-level engagement • Experience driving customer retention and satisfaction through proactive engagement • Experience with Gainsight platform and CRM tools (preferably Salesforce) • Demonstrated experience using generative AI tools (e.g., ChatGPT, Copilot, Claude, Gemini) to improve productivity, decision‑making, or problem solving in a professional or personal context. • Bachelor’s degree required

🏖️ Avantages

• Unlimited PTO for salaried employees – because flexibility fuels success • Comprehensive medical, dental, and vision coverage • Health Savings & Flexible Spending Accounts • 401(k) with company match to invest in your future • Volunteer Time Off (VTO) to give back to causes you care about • Life and pet insurance for peace of mind • Employee Assistance & Mental Health Programs • Charitable giving opportunities • Professional coaching and career development • …and much more.