Note: The job is a remote job and is open to candidates in USA. Certara accelerates medicine development through biosimulation software, technology, and services for the life sciences industry. The Customer Success Manager aligns client goals with Certara’s solutions by managing client relationships, educating users, advocating for customer needs, and analyzing account health to drive adoption, satisfaction, retention, and growth.
Responsibilities
- Serve as point of contact starting after initial sale and onboarding clients from their first install (implementation) to expanded use and later version upgrades (adoption)
- Build professional client relationships, facilitating online meetings and offline emails and tickets; follow or create scripts for standard steps in the client journey
- Move clients through the admin steps surrounding installs and upgrades in tandem with our Implementation Managers and Technical Operations Teams; provide ongoing support for all clients, and extra care for those who are new and/or at-risk. •Note: Some of this extra care involves working beyond or outside of normal hours for clients who have emergencies, operate overseas, or require off-hours system maintenance.•
- Study our documentation and experiment in our testing environments to learn our selling points, the differences between versions, and the steps for using each feature
- Route clients through our knowledge libraries to circulate our marketing, training, and informational content, generating excitement and preempting FAQs
- Represent our Product Managers and Clinical Data Consultants in training users in our intended use cases and supporting their adoption of our advanced features
- Lure clients onto the latest version of our software by negotiating for their IT resources and articulating our value propositions. •Note: One challenge of your role will be to help clients time their upgrades amidst uncertain or delayed release schedules.•
- Research each client extensively, writing your findings in our CRM system and triaging which questions we should ask next; facilitate interviews with existing clients biweekly for premium accounts and annually for small pilot accounts
- Document all discussions with pre-call agenda, post-call notes/minutes, and service desk tickets to track bug reports, feature ideas, or information requests; triage the resulting action steps based on client account size, urgency, and scalability of the solution
- Escalate or deescalate issues wisely to direct the right staff to the right problem; kindly “remind” your peers to follow through with responses, either in the form of future code changes, temporary workarounds, or the production of more informational content. •Note: Another challenge of your role will be to hear clients’ problems and be able to communicate effectively with other P21 teams who are non-client facing to resolve client needs within timelines specified.•
- Find answers independently by troubleshooting bugs, shadowing our experts, and teaching yourself about our products; remain humble and know when to defer to an expert—which will be most of the time at first
- Drive client satisfaction by tracking both stories and stats that show account health
- Gather qualitative intel from direct observation of client environments and anecdotal evidence from routine interviews, e.g., pain points, nuances in their use cases, feedback on features, and opportunities for more training. •Note: We often go off script for our largest clients in helping them resolve emergencies, so it will be a challenge to promote long-term health while dealing with the short-term “crisis of the week.”•
- Gather quantitative intel from analysis of client click paths and usage metrics to identify patterns of (mis)use, interpreting these insights in light of their stories
- Identify gaps and overlaps between clients’ existing processes and our intended use cases to advise their scope and sequence in adopting our solutions
Skills
- Speak fluent Portuguese & have related industry experience
- Curious about our clients and products, cautious with our brand and industry goodwill, conscientious in follow-through
- Willing to learn and serve, flexible in adapting to rapid organizational change, receptive of constructive criticism
- Thick skin in being able to take heat from big clients when things go wrong outside of your control, unafraid to ask (and re-ask) team members to deliver on their promises
- High tolerance for ambiguity, low tolerance for mess; able to create order out of chaos, attend to details, and push quality higher
- Service-obsessed, motivated to go above and beyond to assist clients, able to gain client trust as an advisor while also furthering our company goals
- Smooth and exact in communicating, writing, presenting, and facilitating; able to shift from calming “bedside manner” to exuberant sales-mode to calculating negotiator
- Relentlessly resourceful and discerning in solving problems independently vs. seeking help from others; brave yet humble in working across multi-disciplinary teams where each person is more of an expert than you in their chosen field
- Candidates who live on the East Coast of the United States
- Ability to work in a remote position requiring constant spoken and written communication; skill in exerting influence (even on company founders, owners, and partners) without leverage or managerial authority
- Education or qualifications relating to business, programming, data science, health sciences, medical writing, customer support, project management, or corporate communications
- Experience working for a software-as-a-service (SaaS) vendor, clinical laboratory, pharmaceutical company, or Contract Research Organization (CRO), specifically in functions supporting Clinical Data Management, Biostatistics, or CDISC data submissions
Company Overview