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For Companies At a Glance
- Tasks: Lead customer success initiatives and enhance the customer experience in a cloud data environment.
- Company: Join a dynamic team focused on life sciences and cloud data solutions.
- Benefits: Enjoy remote work flexibility and opportunities for professional growth.
- Why this job: Make a real impact by optimizing customer relationships and driving satisfaction in a fast-paced startup.
- Qualifications: 7+ years in customer success with a strong focus on cloud data and life sciences.
- Other info: Willingness to travel occasionally for client meetings is required.
The predicted salary is between 43200 - 72000 £ per year.
Job Title: Engagement Manager/Director (Customer Success) – Cloud Data & Life Science
Job Location: London, UK
Job Location Type: Remote
Job Contract Type: Full-time
Job Seniority Level: Mid-Senior level
Role Overview
We are seeking a dedicated Engagement Manager/Director (Customer Success) to join our team. This role involves managing and optimizing the customer experience through a customer-centric approach, ensuring retention, expansion, and overall satisfaction.
Responsibilities
- Provide an exceptional customer experience by adopting a customer-first mindset.
- Take ownership of all facets of customer relationships, including retention, expansion, and satisfaction (evaluated through NPS and CSAT).
- Oversee the renewal process and identify new scientific business opportunities that align with customer goals and vision, with support from the scientific team as needed.
- Develop and implement customer success metrics focused on adoption, expansion, and retention.
- Conduct Quarterly Business Reviews (QBRs) and presentations to accelerate time-to-value.
- Engage proactively with existing customers to ensure ongoing adoption and satisfaction.
- Manage the customer onboarding process, including the design and execution of tailored customer success plans.
- Build strong relationships with customers to understand their needs and maximize value.
- Capture and analyze customer feedback to address issues promptly.
- Collaborate with internal teams such as sales, delivery engineers, and Product to use customer feedback for guiding success strategies.
- Partner with the Product team to advocate for customer feedback and influence the product roadmap.
- Monitor key success metrics including NPS, CSAT, and Success Plan objectives, providing regular status updates and reviews.
- Utilize data insights to track progress, performance, and priorities.
Qualifications
- Proven experience in a customer success role within a cloud data environment.
- Strong customer-centric mindset with meticulous attention to detail.
- Excellent communication skills to coordinate effectively with sales, marketing, and engineering teams.
- Minimum of 7 years of experience in Customer Success, Professional Services, or Consulting in an Enterprise SaaS context, with the ability to build relationships with users, decision-makers, and stakeholders.
- Professional and/or Collegiate Life Science experience in a lab for either R&D, Drug Manufacturing/Discovery, Clinical Trials, Instrumentation, etc.
- Required knowledge of software development and cloud-based data infrastructure (AWS, GCP, Azure).
- Capability to translate customer needs into Product requirements.
- Ability to quickly establish trust with Senior Level Business, Scientific, and IT leaders in leading BioPharma organizations.
- Commitment to delivering an exceptional customer experience.
- Self-motivated, adaptable, and able to thrive in a dynamic startup environment with evolving processes.
- Willingness to travel occasionally (10-20%) for customer meetings and workshops.
- Preferred: General understanding of Life Sciences R&D processes and scientific concepts.
- Preferred: Familiarity with SQL and table design.
- Preferred: BS or M.Sc. in Biology, Biotechnology, Bioengineering, Information Technology, or related field, and/or 5+ years of experience in Life Sciences, SaaS/PaaS, or software technology.
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Engagement Manager/Director (Customer Success) – Cloud Data & Life Science - employer: Lifelancer
Contact Detail:
Lifelancer Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Engagement Manager/Director (Customer Success) – Cloud Data & Life Science -
✨Tip Number 1
Make sure to showcase your experience in customer success roles, especially within cloud data environments. Highlight specific examples where you've successfully managed customer relationships and improved satisfaction metrics like NPS and CSAT.
✨Tip Number 2
Demonstrate your understanding of the Life Sciences sector by discussing any relevant professional or collegiate experience. This could include work in R&D, clinical trials, or drug manufacturing, which will resonate well with our team.
✨Tip Number 3
Prepare to discuss how you can translate customer needs into product requirements. Think about past experiences where you've successfully advocated for customer feedback and influenced product development.
✨Tip Number 4
Familiarize yourself with the key success metrics we use, such as NPS and CSAT. Be ready to talk about how you've monitored and reported on these metrics in previous roles to drive customer success.
We think you need these skills to ace Engagement Manager/Director (Customer Success) – Cloud Data & Life Science -
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and qualifications required for the Engagement Manager/Director position. Tailor your application to highlight your relevant experience in customer success, particularly within a cloud data environment.
Highlight Relevant Experience: In your CV and cover letter, emphasize your proven experience in customer success roles, especially in Enterprise SaaS contexts. Mention specific achievements related to customer retention, expansion, and satisfaction metrics like NPS and CSAT.
Showcase Communication Skills: Since excellent communication is crucial for this role, provide examples of how you've effectively coordinated with cross-functional teams. Highlight any experiences where you successfully built relationships with stakeholders and decision-makers.
Tailor Your Cover Letter: Craft a personalized cover letter that reflects your understanding of the company’s mission and how your background aligns with their goals. Discuss your customer-centric mindset and your commitment to delivering exceptional customer experiences.
How to prepare for a job interview at Lifelancer
✨Showcase Your Customer-Centric Mindset
Emphasize your commitment to a customer-first approach. Share specific examples from your past experiences where you successfully improved customer satisfaction or retention, highlighting your ability to build strong relationships.
✨Demonstrate Your Technical Knowledge
Be prepared to discuss your experience with cloud data environments and software development. Familiarize yourself with the technologies mentioned in the job description, such as AWS, GCP, and Azure, and be ready to explain how you've utilized them in previous roles.
✨Prepare for QBR Discussions
Since conducting Quarterly Business Reviews is part of the role, practice presenting key metrics and insights. Think about how you would structure a QBR presentation and what data points you would highlight to demonstrate value to customers.
✨Engage with the Life Sciences Context
If you have experience in Life Sciences, be sure to discuss it. Highlight any relevant projects or roles that involved R&D, clinical trials, or drug manufacturing, and how this background can help you understand and meet customer needs effectively.
