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Title: Customer Success Manager
Date Posted: 2017-05-13
Location: Germany
Our Industry: Where we play

We sit at the intersection of technology and Life Sciences industries. Humbly, we've been told that we are the leader in application software for the clinical development process, tackling real-world problems and making a real difference in the lives of patients everywhere. With the current transformation in the life sciences industry, we are at the forefront of providing an advanced clinical development platform for our clients to further improve the accuracy, timeliness and ease of the data collection process. That means better treatments can reach waiting patients sooner. We are publicly traded (MDSO) with over 800 customers, customer retention rates above 99%, and the experience of supporting more than 12,000 clinical trials. We are still led by Co-founders, Tarek Sherif and Glen de Vries, and have global operations in US, Europe and Asia.

Your Mission:

As a Customer Success Manager with Medidata Solutions, you are the client advocate, liaison and trusted advisor between our clients (Top 25 Enterprise Pharma Accounts) and internal teams (i.e. Professional Services, Technical Support, Product Development, Sales, Value Management, etc). Your role is pivotal in exceeding the needs and/or requirements considered critical to the success of these clients are communicated and managed throughout the our business; as well as ensuring we maintain the highest level of customer satisfaction - whilst demonstrating the full value of their investment in our solutions.

Your Commitments:

- You are responsible establishing a trusted/strategic advisor relationship with each assigned client, in order to develop and drive continued value of Medidata products and services.
- This includes - increasing adoption, ensuring retention, identifying value delivered, and overall client satisfaction or our solutions and servies
- You will be engaging in regular dialogue with these accounts - conducting strategic and operational reviews to evaluate needs and strategic direction
- As well as educating our clients on the value they can generate from Medidata solutions, you will be identifying opportunities to position additional products and services
- You're supporting the sales process for products and services, including partnering with various contract research organizations (CRO)
- Continually assessing, documenting, and analyzing client progress toward stated goals and business outcomes
- Facilitating and further developing relationships across various client teams to further strengthen Medidata's partnership
- Overseeing any issues and ensuring they are resolved quickly, leveraging resources from across the company as needed
- Present Product road maps to your clients, with emphasis on features most relevant to the given client
- Collating client product feedback and communicating this with our product management teams. so as to shape product road map development

Your Competencies:

- You have a proven track record in successfully account managing services with cloud based/SaaS solution offerings
- Experienced in working in pharmaceuticals, biotechnology, or medical devices, preferably in clinical trial management or research & development is preferred.
- You're a collaborator and can demonstrate how you have worked with multiple teams across multiple functions
- You also have a track record in successfully achieving/exceeding targets and objectives in similar roles.
- You're a proven net-worker, and relationship builder - you foster internal and external relationships easily and thrive on this
- You have a proven track record in maintaining strong business relationships across a wide, and diverse group - at all levels of the organisation
- You're organised - whether it be your time, or projects
- You get it - you are able to grasp concepts quickly, and explain technological and business concepts succinctly
- You're a collaborator - there's no I in TEAM, and can give examples of how you have done so in previous roles
- You like to innovate - we're an innovative company, we like innovative people. You like to look at ways to continually improve the way we serve our clients
- Bachelor's degree or equivalent experience in computer science, business, or related field
- Willing and able to travel up to 25% of the time

Our Culture: Who we are

We know that creativity doesn't happen on-demand. Developing cutting-edge cloud technology takes great minds and talented people working together in a collaborative environment. That is why we are committed to fostering an innovative, agile company culture. We encourage our teams to come together and experiment with new concepts, research new approaches and test out new technologies. We believe that being part of our team will make a difference in the world.

Our Mission: Powering smarter treatments and healthier people.

Our Vision: To be the most innovative cloud company in Life Sciences.

Our Principles: Integrity, Partnership, Inventiveness, Humility, Nimbleness, Tenacity, Inclusiveness, and Caring.

Our Leadership Drivers:

- THINK: Inspires purpose, articulates strategy, and simplifies complexity
- TEAM: Communicates effectively, builds relationships and collaborates with others
- DO: Plans ahead, scales for growth, ensures accountability
- LEARN: Self-aware, values difference, strives to learn
- TEACH: Inspires work, coaches others, builds teams

EEO Statement

MDSOL Europe Ltd is an equal opportunity employer. We welcome all applications irrespective of race, gender, gender reassignment, age, religion or belief, relationship status, pregnancy/maternity, sexual orientation or disability.

Apply via this link only:

keyword: customer success manager


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Company: Medidata Solutions
Contact person: Not mentioned
Contact information: helpdesk@mdsol.com (DO NOT APPLY VIA THIS EMAIL ADDRESS)