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Customer Success Manager

1 month ago

Cambridge Cambridgeshire, United Kingdom Lonza Group Ltd. Full time

Today, Lonza is a global leader in life sciences operating across three continents. While we work in science, there’s no magic formula to how we do it. Our greatest scientific solution is talented people working together, devising ideas that help businesses to help people. In exchange, we let our people own their careers. Their ideas, big and small, genuinely improve the world. And that’s the kind of work we want to be part of.

This important role in the Licensing Business Unit will focus on supporting license holder customers across their product lifecycle, with the goal of helping them achieve their drug development objectives within the Lonza platforms. The role will work closely with our Senior Technical Support Manager as well as our Business Development and Transactions colleagues, to deepen our relationships with existing customers and to coordinate interactions across both technical and commercial areas.

Key responsibilities:

  • Develop and nurture relationships with existing license holders to ensure that our customers retain their license and transition to product licenses
  • Identify and cultivate relationships with key opinion leaders throughout the license holder base, with the goal of retaining their relationship with Lonza
  • Lead resolution of existing customer challenges throughout their product lifecycle within the Lonza platform, with a focus on relationship building, business/financial issues, and coordination across the wider network.
  • Actively follow up with existing customers to increase technology adoption
    • Coordinate technical follow up for existing customers to ensure continued optimal utilization of our expression systems in their labs, and smooth on-boarding of platform upgrades
    • Flag application challenges to our Senior Tech Support Manager to ensure continued use of our technology on more of the customers’ molecules
    • Encourage customers to adopt Lonza’s technology upgrades to improve chances of the development of their molecules succeeding and moving to clinic
  • Follow up with customers to identify and coordinate customer content for LI BU promotional purposes
  • Share customer feedback and intel across the teams to ensure optimal customer experience
  • Keep up to date with technical developments in the GS platform (and wider CHO expression space), and assist in identifying existing customers who could benefit from upgrades
  • Engage customers by presenting the Lonza GS value proposition from both technical and licensing angles
  • Demonstrate a rigorous approach to data collection and management for the purposes of customer analytics and intel, and actively seek out improvements in our internal processes
  • Leverage the wider Lonza network across business units to find the best solution for customers, in particular colleagues in sales, transactions, operations and bioscience
  • Demonstrate a good understanding of the biologics drug development journey and how mammalian expression systems are critical in that overall process, with the goal of identifying customer challenges and associated expression solutions from within the Lonza ecosystem

Key requirements:

  • MSc or PhD in biotechnology, molecular biology, genetics, or associated areas is essential
  • Technical scientific experience in protein expression technology (ideally in GS-CHO), combined with commercial experience in the biotechnology and/or biopharma industries
  • Experience of interacting with customers as an Alliance / Customer Success Manager or similar function
  • Proven success in managing customer relationships with demonstrated ability to enhance license holder outcomes.
  • Direct sales experience not essential but would be considered beneficial

Every day, Lonza’s products and services have a positive impact on millions of people. For us, this is not only a great privilege, but also a great responsibility. How we achieve our business results is just as important as the achievements themselves. At Lonza, we respect and protect our people and our environment. Any success we achieve is no success at all if not achieved ethically.

People come to Lonza for the challenge and creativity of solving complex problems and developing new ideas in life sciences. In return, we offer the satisfaction that comes with improving lives all around the world. The satisfaction that comes with making a meaningful difference.

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