RESPONSIBILITIES
The Customer Success Director (CSD) will play a pivotal role in engaging current clients and ensuring that they fully utilize the value proposition of CluePoints. The CSD will collaborate closely with clients to ensure coherent lines of communication are established between CluePoints and the end user, allowing the organization to identify obstacles at the earliest possible point. You will also identify opportunities and leads for growth within accounts.
- This key position will support the established accounts from a commercial perspective and transition them from a ‘study by study’ to an Enterprise Account relationship.
- Reinforce & expand relationships within your accounts beyond the initial stakeholders to build strong client relationships based on trust, integrity, and a passion for delivery excellence, minimizing any risk to organizational change and loss of champions.
- Relentlessly manage retention and renewal strategies and regularly provide examples of value to your accounts.
- Persistently plan strategies to manage client’s Net Recurring Revenue (NRR) and Gross Revenue Retention (GRR) goals as internal growth objectives. NRR reflects the ability to retain and expand customers. NRR calculates total revenue (including expansion) minus revenue churn (contract expirations, cancelations, or downgrades) and should be greater than 100%. GRR reflects the ability to retain customers, calculating total revenue (excluding expansion) minus revenue churn (contract expirations, cancelations, or downgrades), and can only be 100% (of what they started with) or less.
- Provide input on and contribute expertise to ensure the highest quality for CluePoints deliverables ensuring said realization of value for customers.
- Work closely with clients to ensure they are educated on how to use CluePoints’ software effectively and efficiently.
- Develop expertise in all CluePoints’ solutions and all relevant features and functionality, including new products and capabilities as they are introduced to the community.
- Provide regular updates to Business Development colleagues regarding customers, including potential opportunities or threats to CluePoints platform adoption.
- Interact with the wider business, to have clear areas of ownership and transition with the sales, professional services, and product teams.
This will include:
- Providing active support to the Business Development team.
- Identifying leads for potential growth within accounts.
- Participating as a CluePoints expert in sales engagements.
- Supporting the development of RFP/RFI responses and related inquiries.
- Resolve client’s issues in a timely manner, ensuring high levels of customer success.
- Deliver best-practice consultation whenever possible.
- As part of the commercial team, translate customer requirements and needs into CluePoints solutions and effectively communicate needs to the Professional Services teams.
- Monitor your clients closely and communicate with your internal colleagues to ensure a smooth and successful client journey.
- Work closely with the VP Customer Success to identify clients that need the most allocated resources to ensure retention and renewals remain high.
- Ensure customer satisfaction is high by monitoring touch points and obtaining feedback to identify early warning signs.
QUALIFICATIONS
- 5+ years of commercial experience.
- At least 18 months in customer success or 24 months plus in project management, business analytics or high-level technical support within wider pharmaceutical technology.
- The ability to implement technology with clients that results in a smooth transition and high levels of customer satisfaction.
- A credible individual who will be confident interacting with high level executives but can also equally engage with non-executive contacts.
- A proactive individual who is continually identifying potential issues in a timely manner and communicating these with other (internal) teams.
- A commitment to personal development and high-performance for both themselves and their team.
- Someone who thrives in creating a gold standard in customer success and takes great satisfaction in achieving this.
- A highly motivated person who is client centric and focused.
- The ability to utilize a team and maximize their full potential with CluePoints and their customers.
- A well planned, structured, rigorous individual with a sharp eye for attention to detail.
- Excellent communication skills, both written and verbal, and the ability to engage with high level commercial individuals.
- An individual who has an aptitude for data analytics and basic statistical concepts.
- The ability to travel – estimated at up to 25% of time.
- College degree, preferably in a scientific or technical discipline.
SOFT SKILLS
- Communicates in a way that makes parties feel understood and validated
- Sophisticated
- Commercially astute person who can be flexible and adaptable to changing priorities
- Passionate about customer success
- Always striving for excellence
- Structured and highly disciplined individual who can work in a team environment under time and resource constraints
- Ability to build strong and trusting relationships
- Self-starter
- “Can-do” attitude
- Team player
- Takes accountability