Executive Customer Success Manager (ECSM)

• Serve as the central point of contact for client relationships post-contract signature, ensuring seamless communication and support
• Proactively learn about clients’ industries, business needs and company culture, educate the project team, identify new business opportunities, and deliver a high-level of service
• Oversee the on-boarding of new customers and projects
• Facilitate discussions, analyze, and document customer requirements in collaboration with operations and tech teams
• Arrange and facilitate training of customers and internal teams
• Monitor and communicate project progress, ensure strict adherence to deadlines and budgets, and deliver produce high-quality deliverables
• Act as the customer’s advocate, identify areas for improvement, support complaints, manage escalations, and solve customer’s business problems
• Measure performance, analyze deviations and drive corrective actions
• Lead internal and external communication and report progress
• Measure customer satisfaction and report account status metrics
• Organize governance and/or quarterly business reviews to report progress and capture feedback for clients where needed
• Optimize existing accounts through regular audits, analysis, and process improvement initiatives
• Collaborate with internal and external technology and product teams to define and deploy a roadmap for both internal and external teams
• •Work closely with Sales to propose new services or technology to the client
• Grow existing client relationships through service and technology
• Manage the customer’s needs and expectations, balancing customer satisfaction and account profitability
• Support the customer in new technology deployment, process improvement and business growth initiatives
• Provide Financial oversight of account and project contracts
• Monitor employee time against budgets
• Be involved in bigger picture aspects of the business versus exclusively managing projects
• Participate in and support Quality Assurance with clients and regulatory audits, as necessary
• Be knowledgeable in Trial Interactive systems to appropriately support clients and recommend process improvements
• Become a Subject Matter expert for client supported technologies
• Be involved with training and mentoring of new employees, as needed
• Support estimated Managed Revenue of $2M+ US dollars
• Complete all other tasks that are deemed appropriate for this role and assigned by the manager/supervisor

REQUIRED SKILLS

• • Strong problem-solving and analytical skills, with the ability to think strategically and act tactically

• • Proficiency in Microsoft Office (Word, Excel, Outlook, PowerPoint, and Teams)

• • Extreme focus on customer experience and understanding the voice of the customer

• • Excellent customer service skills with the ability to balance multiple tasks

• • Superior written and spoken communication skills in English

• • Ability to work under pressure and meet deadlines

• • Strong technology skills

• • Aptitude for forging strong partnerships/relationships across the organization including operations,

• business development, production, and quality and customers

• • Ability to travel as needed to meet with clients and attend industry events

REQUIRED EXPERIENCE AND QUALIFICATIONS

• Minimum Bachelor’s degree in Clinical Research, Life Sciences, Business, or equivalent experience
• Minimum 5 years’ experience in Customer Success, Project Management and/or Program Management
• Minimum 5 years’ experience in the Life Sciences industry (pharmaceutical, biotechnology or CRO experience preferred)

DESIRED SKILLS AND EXPERIENCE

• Leadership experience in managing / supporting teams
• Experience in process improvement initiatives (Kaizen, Lean Six Sigma)
• Work well with people from a variety of different backgrounds and cultures
• Can work independently and part of a team
• Strong knowledge of technology within the industry