Senior Customer Success Manager

At ARC Regulatory, our experienced team is passionate about supporting the advancement of high-quality biomarker testing in precision medicine research. Our work on +40 precision medicine programmes across oncology, auto immune and cardiac therapy biomarkers, has helped deliver robust clinical data to expedite successful regulatory submissions and global market launches for pharma, laboratory and IVD clients, big and small.

ARC Regulatory continues to create a reputation as a "Great Place to Work". Our commitment centres around employee wellbeing. We enjoy a clearly defined company culture that puts team members, clients and patients, whose lives we seek to improve, at the centre of our day. ARC’s investment in career development means there is a career path available and each employee strengthens his/her knowledge of the complex regulatory environment for IVD and CDx medical devices.

Primary Purpose:

As Senior Customer Success Manager, you will be responsible for building and maintaining strong relationships with our valued clients and help ensure their success and satisfaction with our SaaS products. Customer-centricity will be at the heart of what you do. You will proactively organise and motivate cross functional teams to adopt operationally efficient best practices while embedding an enterprise customer-centric mindset. Your role will focus primarily on onboarding and renewals to reduce churn rate, increase retention and improve the overall customer experience. Upselling to existing customers in collaboration with the sales team will be a key success KPI. Team cohesion is paramount. You will work as part of ARC’s Commercial team, working in parallel with the SaaS sales resource and reporting into the CCO. You will possess a blend of technical expertise, strategic thinking, and exceptional communication skills to drive customer engagement and retention to drive ARC’s global commercial success.

Responsibilities:

· Onboarding and implementation: guide new clients through the onboarding process, ensuring A seamless transition and successful implementation of our SaaS digital solution

· Account management: serve as the primary point of contact for assigned clients, proactively addressing their needs and providing timely support and assistance. Liaise with finance has the correct information to bill as per purchase orders and license agreements and to report this effectively for transparency.

· Relationship building: cultivate strong, long lasting relationships with key stakeholders within client organisations, understanding their business objectives and aligning our solutions to meet their needs.

· Client training and education: conduct training sessions and workshops to educate clients on product features, best practises and industry trends.

· Foster a continuous improvement mindset: develop a customer-centric culture in the customer success and operational functions by:

• Coach and mentor customer success teams and manage Agile/Lean practices.
• Facilitate internal training workshops and coaching available to the entire SaaS business where required.
• Support the effective management of projects running simultaneously, ensuring appropriate controls are in place and delivery exceeds customers’ and partners’ expectations within budget and scope.
• Support the creation and management of project plans, monitoring, and reporting on project activities.
• Provide regular client updates regarding projects progress, risks, and issues management.
• Develop improvement plans to enable self-organising teams.

· Customer advocacy: advocate for customers internally, collaborating with cross functional teams to address issues, resolve challenges and drive product enhancements based on customer feedback. Establish a seamless customer journey built on customer value across all functions to increase ARR.

· Retention and expansion: drive customer retention and expansion efforts through upselling, cross-selling and renewal activities, identifying opportunities for growth within existing strategic accounts (KAM). Support engineering team where required to drive product adoption which fulfils client and market new needs.

· Performance Tracking: Improve efficiency by driving productivity, increasing automation, and enhancing clients’ ability to self-service. Monitor key performance indicators to track customer health and satisfaction (in collaboration with QA), identifying areas for improvement and implementing strategies to enhance customer success.

· Customer success initiatives: lead and participate in customer success initiatives e.g. focus groups, webinars and customer appreciation events to foster community engagement and promote customer loyalty. Develop a deep understanding of market, market segments, product market fit, be the voice of the customer in articulating customer requirements and pain points and what customer success means in the product’s various market segments.

· Market Intelligence: contribute to the development of product roadmap to meet the evolving needs of users, product interface with other emerging systems and services and potential integrations in other verticals. Define early risk and health indicators.

· Commercial Departmental Support: when required, provide assistance to the sales on proposal enhancements and marketing messaging. Partner with the CCO to give insights and guidance on new sales opportunities in order maximize ARR.

PERSON SPECIFICATION

Qualifications/ Attainments

Essential

· Bachelor’s Degree in business administration or technical field (Computer Science, Software Engineering, Entrepreneurship)

Desirable

· Masters or PHD in finance, Business or ARC-related field.

Relevant Knowledge and Experience

Essential

· Showcase 5+ years of customer-facing experience in a SaaS organization, preferably with internet security, cloud, and network technologies.

· Customer-centric with a passion for ensuring customers’ success while balancing business needs.

· Proven ability to navigate sophisticated enterprise organizations, accelerate product adoption, and promote growth opportunities.

Desirable

· 7+ yrs experience in a similar role interfacing with large and mid-size pharma organisations

Skills and Competencies

• Exceptional communication and interpersonal skills with the ability to build rapport and trust with clients at all levels.
• Relevant and current experience in a customer-facing role involving SaaS solutions.
• Proven ability to quickly learn new technologies.
• Prior experience in a customer success/account management role, particularly with large enterprise customers.
• Consultative engagement style.
• Previous experience compiling and presenting meaningful insights.
• Proactive problem-solver.
• Data-driven curiosity; consistently analyses data to uncover business insights and drive decision-making.
• Ability to prioritize, multi-task, collaborate with team members and perform effectively under pressure.

Circumstances

· Able to work flexibly as required.

· Valid full driving license and vehicle insured for business use.

· Able to travel extensively as required, including European and possibly global travel

· Valid passport

'Closing date Friday 19th April 2024'