Senior Customer Success Manager

[Company / Industry] Computer software & data solutions / Information Technology & Life Science

[Position] Senior Lead Customer Success Manager

[Function] Customer Success

[Reporting Line] VP of Customer Success, USA

[Employment Type] Permanent

[Compensation] TBD

[Location] Seoul, Korea

[Global HQ] New York, USA

[Consultant in charge] Simon S. Kim

Company Description:

Global data & solution company dedicated to life sciences market

Job Description:

• Lead the development and execution of action plans to achieve identified customer outcomes for a defined portfolio of accounts

• Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of accounts

• Collaborate cross-functionally to shepherd customers through an optimal customer journey that engenders strong satisfaction, supports high-levels of software utilization, and enables true business value attainment

• Maintain an effective account governance process in collaboration with customers key stakeholders as well as the internal account team

• Execute growth, advocacy, and adoption plays at named accounts to increase customer utilization, maturity, and drive demand for incremental solutions

• Lead the development and measurement of key performance indicators for a defined portfolio of accounts

• Administer a customer ambassador program to develop customer specific case studies and references

• Maintain a portfolio of accounts with low churn, high adoption, and high health scores

• Advocate customer needs/issues cross-functionally to complete full resolution by developing and running cross-functional remediation/escalation plays

• Provide timely updates to commercial teams about potential qualified opportunities

• Continually work to evolve and improve the Customer Success discipline within and across the Company

• Advocate on behalf of the Customer Success organization, internally and externally, to show our specialization in customer satisfaction, adoption, and outcomes enablement

• Collaborate cross-functionally to extend the reach and capability of the Customer Success team

Job Requirements:

[Competencies]

• Familiarity with customer success organizations

• Strong orientation toward problem solving with a systematic and managed approach

• Strong technical aptitude with an ability to understand SaaS and software business models

• Extensive interaction with sales, systems engineering, product development, and other members of cross-functional teams

• Urgency in execution and tendency toward speed with ability to adapt and change

• Strong empathy for customers

• Excellent verbal/written communication and organizational skills

• Strong business acumen including experience working in a B2B environment

• Proven ability to influence through persuasion, negotiation, and consensus building

• Exercise independent judgment in methods, techniques and evaluation criteria for obtaining results

• Native Korean / Fluent English

• Strong executive presence

[Education & Experience]

• Minimum 8 years life sciences or medical devices industry experience

• Minimum 8 years in marketing, customer success, sales, or services

• Minimum 8 years in a direct customer facing role

• Familiarity with clinical trial software or similar a plus

• Bachelor’s degree from an accredited university or college

• Ability and willingness to travel up to 30%

• Clinical trials expertise a plus

• MBA or similar a plus

If you are interested, please contact simon.kim@rp4rp.com +82-2-6123-0100