ВеликобританияSenior Customer Success Manager, Corporate - Life Sciences
1 нед. назад
ВеликобританияSeniorOnsite
customer relationship managementsaas platformsaccount management
Manage customer success for corporate clients in Life Sciences to ensure full value realization of 's AI-driven market intelligence platform.
О компании
- The world’s most sophisticated companies rely on to remove uncertainty from decision-making. With market intelligence and search built on proven AI, delivers insights that matter from content you can trust. Our universe of public and private content includes equity research, company filings, event transcripts, expert calls, news, trade journals, and clients’ own research content.
- The acquisition of Tegus by in 2024 advances our shared mission to empower professionals to make smarter decisions through AI-driven market intelligence. Together, and Tegus will accelerate growth, innovation, and content expansion, with complementary product and content capabilities that enable users to unearth even more comprehensive insights from thousands of content sets. Our platform is trusted by over 6,000 enterprise customers, including a majority of the S&P 500. Founded in 2011, is headquartered in New York City with more than 2,000 employees across the globe and offices in the U.S., U.K., Finland, India, Singapore, Canada, and Ireland. Come join us!
- The Customer Success organisation is composed of four teams: pre-sales, customer success managers, account management and support. The CS org is dedicated to ensuring every client realises the full value of their investment in our platform, working as an integrated partner to help clients achieve meaningful outcomes and embed into their everyday decision-making.
- By blending industry knowledge, product expertise, and a deep understanding of client priorities, the team helps organisations uncover new use cases, accelerate adoption, and sustain long-term growth. Their close engagement with clients also creates a powerful feedback loop—informing product innovation, shaping content strategy, and ensuring that the evolving needs of the corporate community are consistently reflected in how delivers value.
Обязанности
- As a Senior Customer Success Manager (Sr. CSM) at , you will be the strategic lead for our most complex and high-value accounts within the Corporate sector. You are responsible for navigating multi-million dollar global organizations and driving long-term ROI through technical group/individual training while ensuring company-wide adoption across multiple business units. You will manage a concentrated portfolio of strategic accounts, remaining at the forefront of product and Corporate vertical expertise, while scaling your impact across the organization through account strategy, leadership and innovation.
- Strategic Account Influence: Navigate and influence multiple business units and key power users across the world largest and most complex global organizations. Create a groundswell of positive user sentiment to drive renewals and expansion with Senior Leadership.
- Architect Deep Adoption & Value Realization: Synthesize complex usage into actionable insights. Design multi-quarter adoption roadmaps in tandem with your Account Management peers that align capabilities with business objectives.
- Onboarding & Ongoing Training: As an expert on the product, you will guide new clients through onboarding, training, and best-practice adoption to ensure a strong foundation, both virtually and in person.
- Technical & Domain Mastery: Independently lead sophisticated technical conversations regarding Managed Content Providers (MCP), APIs, and Large Language Models (LLMs) with technical stakeholders and platform owners.
- Executive Presence & Communication: Command virtual and in-person rooms with executive presence, and leverage powerful, strategic follow-ups as a tool to drive adoption and link to specific Senior Leader business objectives.
- Solo On-Site Leadership: Fully own high-stakes, multi-day on-site engagements and lead customer "Lunch & Learns,’’ tailoring presentations to diverse user groups and core personas using our WWH (Why, What, How) framework.
- Company Innovation: engage in cross-functional initiatives outside the standard CSM scope, such as product feedback loops, hiring committees, mentorship programs and process innovation to improve team efficiency.
Требования
- 4 -6+ years of professional experience in Customer Success or Account Management, with a proven track record of managing a strategic portfolio.
- Ability to travel 20% of time.
- Experience working with clients in the Life Sciences industry, including Pharma, Biotech, Medical devices and diagnostics - additional bonus for familiarity with competitive intelligence, business development and clinical and commercial strategy workflows.
- Possess the technical acumen to navigate complex conversations around data integrations, APIs, and AI-driven market intelligence solutions.
- Ability to identify the 5% of users who drive the majority of sentiment and influence within an account, focusing on high-level business outcomes over basic feature adoption.
- Excellent communication skills with a demonstrable track record for collaborating internally in a cross-functional environment and onsite with customers.
- A natural leader who thrives in fast-paced environments and is committed to contributing to the " Playbook" through mentorship and internal innovation.
- is an equal-opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling ’s commitment to equal employment opportunity. does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non-merit factor. This policy applies to every aspect of employment at , including recruitment, hiring, training, advancement, and termination.
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