Customer Success Manager, Strategic Accounts

What you’ll bring to the team:

The Strategic Accounts Customer Success Manager will work directly with clients to help them achieve their value goals and attain their complete satisfaction. The CSM will be responsible for designing the customer journey and defining metrics for each milestone. They will also work closely with other departments to ensure customer needs, questions and concerns are addressed in a timely manner. The candidate should be able to help customers realize their Florence value, build relationships, and provide the framework for account growth.

You will:

• Be responsible for helping the customer minimize their time to value and oversee the customer's adoption according to Florence best practices
• Develop a trusted advisor relationship with customer stakeholders to forge a long-term bond throughout their Florence journey
• Manage internal Florence projects associated with a customer, such as any system customization or integrations
• Identify customer pain points and coordinate between Customer Support, Product, Development, Integrations and any other teams needed to resolve them
• Review performance metrics (Adoption, CSAT, NPS, site delivery times, and any applicable SLA’s/KPI´s) on a regular basis, monitor trends and work towards continuous improvement

An ideal candidate is/has:

• 2+ years of experience in Customer Success or Account Management (preferably in a SaaS environment) with enterprise accounts
• Worked in Pharma, Life Sciences, or another highly regulated industry
• Proven record of project and change management skills
• Self-starter and detail-oriented with a demonstrated ability to deliver on time
• Ability to handle multiple projects and goals concurrently
• Excellent in person and remote communication skills
• Experience with Salesforce, Project Management, MS Office Suite

 We’ll be extra excited if you have:

• Clinical Trial experience
• Experience in launching or growing a CS program