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

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🔔 Pennsylvania – Remote

🔔 Pennsylvania – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Slipstream IT

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2020

💊 Pharmaceuticals

Healthcare • Pharmaceuticals • IT Services

Slipstream IT is a strategic partner specializing in redefining IT solutions for the life sciences sector. They offer a comprehensive range of services including IT strategy and consulting, cloud-based solutions, and IT support specifically tailored to healthcare and pharmaceutical companies. With a focus on streamlining IT management and enhancing compliance and quality, Slipstream provides expertise as a certified Veeva solutions provider, serving over 200 clients in the life sciences industry.

📋 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 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.

🎯 Requirements

• 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.

🏖️ Benefits

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