Customer Success Manager

1 month ago

United Kingdom Chemaxon Limited Full time

About this opportunity

A Customer Success Manager (CSM) plays a critical role in ensuring that key customers are successful in using a company's technical products or services. The primary focus of a CSM is to build and maintain strong relationships with key customers by understanding their technical needs, addressing their challenges, and helping them achieve their desired outcomes. In essence, a Customer Success Manager acts as a bridge between customers and the company's technical offerings, ensuring that customers accomplish their goals while using the products or services effectively.

About your responsibilities

  • Onboarding and Implementation : CSMs work closely with key customers during the onboarding process, ensuring that the technical products or services are set up correctly and integrated into the customer's existing systems or processes. They provide guidance, training, and support to make the adoption process smooth and effortless.
  • Technical Support : CSMs act as the primary point of contact for escalated customer issues and ensure timely resolution. They collaborate with the customer's technical teams to identify challenges, troubleshoot problems, diagnose issues, and provide solutions. This might involve coordinating with the company's support or engineering teams to resolve complex technical issues.
  • Relationship Building : Building and maintaining strong, long-term relationships with key customers is crucial. In collaboration with Account Managers, CSMs engage with key customers regularly to understand their evolving needs, challenges, and objectives. They work closely with the sales team to identify growth opportunities for existing customers and upsell/cross-sell products and services whenever possible. CSMs serve as the customers' advocate within the company, ensuring their feedback is heard and their requirements are met.
  • Product Knowledge : CSMs have an in-depth understanding of the company's products or services, their technical capabilities, and how they can be utilized to address customer needs. This knowledge enables them to provide expert-level guidance, recommendations, and best practices to customers.
  • Proactive Guidance : CSMs don't just react to problems; they also provide proactive guidance. They help customers identify opportunities to optimize their use of the technical products or services, leading to improved outcomes and increased customer satisfaction.
  • Training and Education : CSMs provide training sessions, workshops, and educational resources if needed to help customers maximize the value of the products or services. They demonstrate and promote advanced features, allowing customers to realize the full potential of the company’s products.
  • Customer Feedback and Advocacy : CSMs regularly collect feedback from customers at various points throughout the customer lifecycle and relay it back to the company's product and development teams. They contribute to the product roadmap by sharing pivotal insights about key customer needs, use cases, pain points, and feature requests. CSMs help ensure that customers are maximizing the value from their purchases, resulting in increased renewals and lower churn.

Experience, skills and knowledge you should bring to us

  • Educational background in a life sciences field
  • Proven experience in technical customer support, or customer success within the software industry
  • Strong technical aptitude and the ability to understand and communicate complex technical concepts
  • Experience working with cloud platforms
  • Experience with enterprise technology (SaaS, relational databases, RESTful APIs, networking, security, etc.)
  • Comprehensive knowledge of drug discovery workflows and use cases
  • Exceptional communication and interpersonal skills
  • Customer-focused with a passion for ensuring customer success
  • The ability to troubleshoot technical issues, think critically, and propose creative solutions on time

What we offer

  • Remote working opportunity
  • Generous annual training budget supporting your professional development (off-site training, international conferences, e-books)
  • We work with global Top500 companies (R&D) and leading academic institutions, giving you a chance to gain insights into these dynamically evolving industries

For some info on Chemaxon, you can check out these videos:

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