Associate Customer Success Manager

Job Title: Associate Customer Success Manager – Pharma - West Coast Department: Services Division: Pharma Services Reports to: Saveris Services Manager Location: San Diego, CA Position Overview: Engage with assigned clients as the primary point of contact to manage all aspects of a mutually beneficial relationship between Testo and the client. This role centers around the implementation and lifecycle support of the Testo Saveris 1 environmental monitoring solution within GxP-regulated pharmaceutical environments. You will collaborate with cross-functional teams at Testo and client-side stakeholders to ensure system deployments meet both operational expectations and regulatory requirements. You will manage complex projects from pilot through commercial phase, driving system adoption and customer satisfaction. Duties and Responsibilities: ·Project management coordination and fulfillment, ensuring all phases of Testo Saveris 1 implementation align with GxP standards and pharmaceutical compliance requirements ·Provide on-site installation, system setup, and technical troubleshootingof Saveris 1 hardware and software in regulated pharmaceutical environments, maintaining full compliance with validated processes ·Engage with stakeholders of mature pilotsto manage the transition into the commercial phase while ensuring documentation and system configurations meet pharma compliance expectations ·Initiate project KPIs and success criteriathat support GxP-compliant usage and ongoing system validation ·Grow revenue with current clients and assigned targetsby identifying opportunities that align with their regulatory and operational needs ·Act as liaison for effective client training, onboarding, and program success, emphasizing proper use of Saveris 1 within validated and regulated environments ·Provide phone and on-site support, ensuring timely resolution of issues within the constraints of pharma compliance and audit-readiness ·Develop use cases for communication with the software development team, incorporating pharma-specific requirements and GxP functionality needs ·Maintain up-to-date CRM records, including compliance-critical information such as validation milestones, audit readiness status, and regulated contact touchpoints ·Assist in organizing and optimizing the remote support deskto ensure rapid, compliant responses to pharmaceutical client needs ·Attend trade shows and industry conferences, particularly those relevant to pharmaceutical environmental monitoring and GxP compliance, as needed ·Perform administrative tasksto support smooth and compliant Testo operations ·Review and verify customer quotes for accuracy and relevance, ensuring solutions meet pharma compliance standards and validation expectations Essential Functions 1)Project management: Possess the skills necessary to manage and successfully deliver complex Testo Saveris 1 implementation projects. This includes coordinating with multiple levels of personnel across client and internal teams, ensuring timelines, validations, and deliverables are met according to project scope. 2)Learn and build technical product proficiency: Take initiative to build deep technical knowledge of the Testo Saveris 1 solution, including hardware, software, and validation requirements. Actively engage with training tools, system components, and internal experts to gain hands-on experience and certification-level competency. 3)Technical Product Proficiency: Business success hinges on client satisfaction, continued use and continued investment in the products and services Testo provides. A critical part of success in this role is ensuring client satisfaction from the earliest steps of on-boarding through contract extensions and expansion. Existing clients require attention to maintain and grow the business. Balancing growth efforts and client satisfaction is required. 4)Account Management:Ensure ongoing client satisfaction with the Testo Saveris 1 system, from onboarding through long-term program adoption and expansion. Maintain regular client communication, resolve issues promptly, and align system capabilities with evolving customer needs. Manage accounts proactively to ensure retention, compliance, and satisfaction. 5)Sales Growth & Opportunity Development:Identify and develop opportunities to expand the Testo Saveris 1 footprint within existing accounts and select prospects. Collaborate with sales and services teams to demonstrate value, upsell capabilities, and drive increased adoption of Saveris 1 hardware, software, services, and support packages. Experience, Education and Training: · Bachelor’s degree and/orMinimum3–5 years of related business experience required. · Experience with technical pharmaceutical environmental monitoring solutions is a significant plus. · The ideal candidate will possess strong interpersonal skills to build effective client relationships, along with the project management capability to take ownership of tasks and deliver results. · A demonstrated commitment to continuous learning and professional growth is essential. · Candidates must be technically proficient in configuring and supporting network-connected hardware and proprietary software systems. · A solid understanding of computer network environments is required, including hands-on experience with Wi-Fi, LAN/WAN, routers, network extenders, standard software logic, and database fundamentals. · Must be highly organized and able to manage multiple, competing priorities in a fast-paced environment. Excellent oral, written, and presentation skills are required. · Travel up to 50%. Across North America including Canada. Cognitive Skills:Strong mathematical and analytical abilities. Demonstrates logic-based thinking consistent with the ability to learn and support Testo Saveris 1 software. Proficient in using Excel, including formulas and functions, with the capability to analyze data and evaluate outcomes effectively. Habits Exhibited:Demonstrates a strong commitment to continuous learning and professional development. Maintains a polished, professional demeanor and consistently follows through on responsibilities—even in challenging situations. A personable and effective communicator who builds rapport with clients and ensures their needs are understood and addressed. Proactively seeks out knowledge and applies innovative approaches to solve problems. Reliable, punctual, and capable of managing complex tasks independently with minimal oversight. Displays a collaborative mindset and a willingness to support team members across functions when needed. Other:·Services may include, but are not limited to: Service Fees, Validation, Installation, Support etc. · Ability to travel up to 50%. Valid drivers license with a clean driving record. Job Type: Full-time Benefits: • 401(k) • Dental insurance • Employee assistance program • Flexible spending account • Health insurance • Health savings account • Internet reimbursement • Life insurance • Paid time off • Parental leave • Vision insurance Compensation Package: • Quarterly bonus Schedule: • 8 hour shift Work Location: On the road