[Hiring] Customer Success Manager @Certara

Role Description

As our Customer Success Manager, you will align our goals with those of our clients, maximizing the value we transfer to each other. You will ensure that we understand our clients’ problems and needs, and that they understand and benefit from our software solutions. You will be in the center of a hexagon, moving information among internal and external expert stakeholders.

• Account Manager: Escort clients along their journey with us.
• Serve as point of contact starting after initial sale and onboarding clients from their first install to expanded use and later version upgrades.
• Build professional client relationships, facilitating online meetings and offline emails and tickets.
• Move clients through the admin steps surrounding installs and upgrades in tandem with our Implementation Managers and Technical Operations Teams.
• Provide ongoing support for all clients, and extra care for those who are new and/or at-risk.
• Product Evangelist: Educate clients on our features and their intended use.
• Study our documentation and experiment in our testing environments.
• Route clients through our knowledge libraries to circulate our marketing, training, and informational content.
• Represent our Product Managers and Clinical Data Consultants in training users.
• Lure clients onto the latest version of our software by negotiating for their IT resources.
• Customer Advocate & Communicator: Move key info between clients and our teams.
• Research each client extensively, writing your findings in our CRM system.
• Document all discussions with pre-call agenda, post-call notes/minutes, and service desk tickets.
• Escalate or deescalate issues wisely to direct the right staff to the right problem.
• Find answers independently by troubleshooting bugs and shadowing our experts.
• Business Analyst: Ask good questions and listen to clients’ pain points.
• Drive client satisfaction by tracking both stories and stats that show account health.
• Gather qualitative intel from direct observation of client environments.
• Gather quantitative intel from analysis of client click paths and usage metrics.
• Identify gaps and overlaps between clients’ existing processes and our intended use cases.

Qualifications

• Must speak fluent Portuguese & have related industry experience.
• Curious about our clients and products, cautious with our brand and industry goodwill.
• Willing to learn and serve, flexible in adapting to rapid organizational change.
• Thick skin in being able to take heat from big clients when things go wrong.
• High tolerance for ambiguity, low tolerance for mess; able to create order out of chaos.
• Service-obsessed, motivated to go above and beyond to assist clients.
• Smooth and exact in communicating, writing, presenting, and facilitating.
• Relentlessly resourceful and discerning in solving problems independently.
• Candidates who live on the East Coast of the United States.

Requirements

• Ability to work in a remote position requiring constant spoken and written communication.
• Skill in exerting influence without leverage or managerial authority.
• Education or qualifications relating to business, programming, data science, health sciences, medical writing, customer support, project management, or corporate communications.
• Experience working for a software-as-a-service (SaaS) vendor, clinical laboratory, pharmaceutical company, or Contract Research Organization (CRO).

Company Description

Certara accelerates the potential of bringing medicines to market and to patients using biosimulation software, technology, and services to transform traditional drug discovery and development.

• Our clients include more than 2,400 biopharmaceutical companies, academic institutions, and regulatory agencies across 70 countries.
• Our goal is to enable the life sciences industry’s use of data, modeling, and analytics to make better decisions across the various phases of discovery and drug development.