Customer Success Manager – End User Services, MSP, Life Sciences

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🕒 il y a 1 mois

🔔 Pennsylvania – Distant

🔔 Pennsylvania – Remote

⏰ Temps Plein

🟡 Intermédiaire

🟠 Senior

🏆 Customer Success

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Slipstream IT

Site WebLinkedInTous les Emplois

201 - 500 employés

Fondée en 2020

💊 Pharmaceutique

Healthcare • Pharmaceuticals • IT Services

Slipstream IT est un partenaire stratégique spécialisé dans la redéfinition des solutions informatiques pour le secteur des sciences de la vie. Ils offrent une gamme complète de services incluant la stratégie et le conseil en informatique, des solutions basées sur le cloud et un support informatique spécifiquement adapté aux entreprises de santé et pharmaceutiques. Avec un accent sur la simplification de la gestion informatique et l'amélioration de la conformité et de la qualité, Slipstream offre son expertise en tant que fournisseur certifié de solutions Veeva, au service de plus de 200 clients dans l'industrie des sciences de la vie.

Description

• Lead a virtual service delivery team and develop a strong partnership with assigned clients as the main point of contact. • Execute strong communication skills and client service skills to effectively lead client status meetings, presentations and address any escalations or challenges. • Ability to multi-task across clients, services, internal teams, build productive partnerships and lead troubleshooting sessions across technical resources and drive innovative solutions. • Continually work to drive account improvements, and have a positive, customer-centric attitude. • Lead proactive strategy with key stakeholders to improve service and client and internal team partnerships. • Work with customers to ensure they are leveraging services and products effectively and finding value in our services. • Become an expert in Slipstream IT offerings and educate customers on the use and benefits of our products - especially with IT support across the service desk, depot, and managed infrastructure services. • Work closely with sales, support, billing, and technical teams to ensure an exceptional customer experience and take care of any customer issues. • Be a customer advocate while capturing customer feedback and reporting requests to product management and development. • Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth. • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes. • Maintain a revenue base by managing account retention and renewal. • Drive upgrade revenue through increased product adoption and increased usage. • Ability to manage, develop and mentor other customer success managers on the team.

🎯 Exigences

• 5+ years in Customer Success, Service Delivery, or Technical Account Management within an MSP • Experience supporting Biotech, Pharma, or life sciences organizations • A bachelor's degree in a business field or equivalent experience. • Extensive experience in technical management of listed services. • Strong detailed technical knowledge in services desk, and infrastructure, networking systems. • Prefer hands-on experience in one or more of the listed services. • Outstanding communication skills, both written and verbal. • Outstanding relationship building skills with a wide range of individuals. • Strong presentation skills, both in person and virtually. • Extensive experience with ServiceNow or other ticketing systems. • Ability to thrive in a fast-paced environment. • Strong collaboration skills and ability to coach team members.

🏖️ Avantages

• 401k match • Comprehensive group health, dental, vision benefits • Life insurance/LTD • Discretionary PTO