Sr. Manager, Customer Success

Position Summary:

The Senior Manager, Customer Success will be accountable for managing QuartzBio customer relationships and supporting project delivery teams in a client-facing role. The Senior Manager, Customer Success will actively engage with project delivery teams, working collaboratively to oversee operational execution and manage QuartzBio client relationships to ensure that clients receive maximum value, monitoring the health of and identifying opportunities to expand existing QuartzBio customer relationships.

Essential functions of the job include but are not limited to:

• Plan, organize, and manage QuartzBio projects in collaboration with QuartzBio technical experts
• Create and maintain project plans, track project financials, and resource projects using QuartzBio Operations established systems
• Support delivery teams in creating and executing targeted action plans to maximize the quality of QuartzBio customer relationships (individually and across the portfolio)
• Monitor status and performance and report on status and key performance metrics
• Maintain broad visibility across a portfolio of QuartzBio customer relationships, monitor and report on the health of relationships
• Develop and maintain relationships with key customer stakeholders, including senior management
• Assist customers and QuartzBio delivery teams in connecting client deliverables to quantifiable business value for the customer
• Plan, facilitate, and host training programming (in collaboration with delivery teams) to ensure that customers receive maximum value from their engagement with QuartzBio
• Collaborate with delivery teams to ensure QuartzBio customers have visibility into relevant QuartzBio solutions as well as the potential value of those offerings within the customer organization
• Identify, pursue, and deliver opportunities to expand QuartzBio book of business within existing client accounts
• Assist in development of proposals, budgets, and contracts as needed
• Review work product as appropriate
• Assist in drafting and updating data transmission agreements (DTA’s) and biomarker data management plans (BDMPs) as needed
• Other duties as assigned by management

Qualifications:

Minimum Required:

• Bachelor's in Biology, Immunology, Molecular Biology, Information Technology or related field
• At least 3 years of experience in project management, data management, account management, consulting, life science services or related field

Other Required:

• Excellent communication, interpersonal, organizational, and multitasking skills
• Experience with organizing teams as well as building and managing timelines and budgets
• Team player contributing to a positive, collaborative working environment
• Proficiency with MS Office (Word, Excel, PowerPoint)
• Extended work hours may be needed to meet business demands
• Able to travel both domestically and internationally, including overnight stays
• Must be able to read, write, speak fluently and comprehend the English language

Preferred:

• Master's or PhD in Biology, Immunology, Molecular Biology, Information Technology or related field
• Proficiency with remote work communication and collaboration tools, e.g., Slack, Zoom, Atlassian suite
• PMP Certification