About our Company:
Medidata: Powering Smarter Treatments and Healthier People
Medidata, a Dassault Systèmes company, is leading the digital transformation of life sciences, creating hope for millions of people. 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 2,000+ customers and partners access the world's most trusted platform for clinical development, commercial, and real-world data. Known for its groundbreaking technological innovations, Medidata has supported more than 30,000 clinical trials and 9 million study participants. Medidata is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at www.medidata.comand follow us on LinkedIn, Instagram, and X.
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About the Team:
The Senior Lead Customer Success Manager reports to Manager, Customer Success, guides the ongoing satisfaction, adoption enablement, and outcomes realization for Medidata's customers. They are internal champion to coordinate the motions required for sustained customer growth. Main focus areas will include retention, advocacy and growth for a defined portfolio of customers.
- Lead the development 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 to shepherd customers through an customer journey that engenders satisfaction, supports high-levels of software utilization, and enables true value attainment.
- Maintain an account governance process in collaboration with customers important partners and the internal account team.
- Accomplish growth, advocacy, and adoption play at named accounts to increase customer utilization, and lead demand for incremental solutions.
- Lead the development and measurement of measurements 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 remediation/escalation plays.
- Provide updates to commercial teams about potential qualified opportunities.
- Advocate on behalf of the Customer Success organization, internally and externally, to show our specialization in customer satisfaction, adoption, and outcomes enablement.
Responsibilities:
- Familiarity with customer success organizations
- Orientation toward problem solving with a systematic and managed approach
- Technical aptitude with an ability to understand SaaS and software business models
- Interaction with sales, systems engineering, product development, and other members of teams
- Urgency in execution and tendency toward speed and change
- Excellent verbal/written Experience communicating the value of the product and its features to customers
- In methods, techniques and evaluation criteria for obtaining results in a B2B environment
Qualifications:
- Minimum 5 years life sciences or medical devices industry experience
- Minimum 5 years in marketing, customer success, sales, or services
- Minimum 5 years in a direct customer-facing role
- Familiarity with clinical trial software or similar
- Bachelor's degree or similar degree
- Ability and willingness to travel up to 30%
- Clinical trials expertise
Base pay is one part of the Total Rewards that Medidata provides to compensate and recognize employees for their work. Most sales positions are eligible for a commission on the terms of applicable plan documents, and many of Medidata's non-sales positions are eligible for annual bonuses. Medidata believes that benefits should connect you to the support you need when it matters most and provides best-in-class benefits, including medical, life and disability insurance; paid time off; paid sick leave; Employee Assistance Program; and paid parental leaves.
Applications will be accepted on an ongoing basis until the position is filled.
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Note: Please be on the lookout for job scams. Medidata recruiters will never ask applicants for monetary compensation, credit card, or banking details.
Diversity
As a game-changer in sustainable technology and innovation, Medidata, Dassault Systèmes company, is striving to build more inclusive and diverse teams across the globe. We believe that our people are our number one asset and we want all employees to feel empowered to bring their whole selves to work every day. It is our goal that our people feel a sense of pride and a passion for belonging. As a company leading change, it's our responsibility to foster opportunities for all people to participate in a harmonized Workforce of the Future.