Senior Lead Customer Success Manager
Medidata: Conquering Diseases Together
Medidata is leading the digital transformation of life sciences, creating hope for millions of patients. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes. More than one million registered users across 1,400 customers and partners access the world's most-used platform for clinical development, commercial, and real-world data. Medidata, a Dassault Systèmes company, is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at www.medidata.com.
Acorn AI is one of the largest AI companies exclusively dedicated to life sciences. It’s built on Medidata’s platform that includes the industry’s largest structured, standardized and growing clinical trial data repository consisting of 17,000+ trials and 4.5M patients. Our team is composed of over 40 PhD/Masters statisticians, data scientists, analytical product leads, former FDA biostatisticians and computational genomicists.
The Senior Lead Customer Success Manager is responsible for driving the ongoing satisfaction, adoption enablement, and outcomes realization for Medidata’s customers. They act as internal champion to coordinate the cross-functional motions required for sustained customer success and growth. Key focus areas will include retention, advocacy, adoption, and growth for a defined portfolio of customers.
Lead the development and execution of action plans to achieve identified customer outcomes for a defined portfolio of complex accounts whose segmentation is geared toward larger sized accounts.
Manage customer interactions in a manner that establishes credibility and trust as a business advisor to a specified portfolio of complex 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 complex 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. Work to effectively resolve unique and significant issues.
Provide timely updates to commercial teams about potential qualified opportunities.
Continually work to evolve and improve the Customer Success discipline within and across Medidata
Advocate on behalf of the Customer Success organization, internally and externally, to show our specialization in customer satisfaction, adoption, and outcomes enablement.
Proactively collaborate cross-functionally to extend the reach and capability of the Customer Success team
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
Strong executive presence
Your Education & Experience:
Minimum 10 years life sciences or medical devices industry experience
Minimum 10 years in marketing, customer success, sales, or services
Minimum 10 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
Medidata Solutions, Inc. is an Equal Opportunity Employer. Medidata Solutions provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by the law. Medidata Solutions complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities.