Customer Success Manager

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Date: Sep 14, 2022

Location: 13, JP

Company: ArisGlobal

Company Description

The mission of ArisGlobal is to empower life science organizations to deliver breakthroughs faster, more accurately, and with greater precision. ArisGlobal’s software, services, and technologies are essential to the delivery of life-saving medications. As an industry leader, ArisGlobal offers software as a service for Clinical Trials, Regulatory Affairs, Drug Safety, and Medical Affairs. Our products are utilized by 40 out of 50 major biopharmaceutical companies. Among our clients are four out of five of the world's most advanced global pharmaceutical companies and nine government-health authorities, including the FDA, Health Canada, and the National Medical Products Administration.

ArisGlobal proudly boasts offices in Miami, New Jersey, Budapest, Dublin, Darmstadt, Rome, Tokyo, Shanghai, Bangalore, and Mysore, our global presence is clear, and we are growing faster than ever. At ArisGlobal, we are distinguished by the high caliber of our team and by our passion for creativity and innovation. We pride ourselves on our welcoming and supportive corporate culture, which is inclusive of all employees. Our challenging projects are complemented by flexible work locations and competitive salaries.

Customer Success Manager

The Customer Success Manager is an integral part of our drive to increase the value our clients get from ArisGlobal’s LifeSphere cognitive technology platform. The CSM role reports to the Director of Customer Success and will be responsible for their assigned customers. The CSM will work strategically with clients and internally to have a positive impact on customer satisfaction and ensure operational excellence. The CSM team will work closely with our Support, Services and Product team to provide a true end to end partnership. Successful candidates will be highly self-motivated with strong client engagement experience in customer support or project management and make themselves accountable for the success of both large and small clients.

 

The ArisGlobal CSM is as unique in skillset and experience as they are in value to ArisGlobal customers. The AG CSM is the single point of contact for all on-boarded customers and will be a part of every meeting relating to a customer whether internal, external, or executive. The CSM will guide the Customer to consumption of resources and products within AG as well as alignment to industry best practices. The CSM will be responsible for providing the same ArisGlobal Customer First Experience to each customer assigned to them.

 

Responsibilities

  • Proactively manage customer satisfaction through data driven analysis and customer engagement.
  • Reactively manage customer satisfaction through escalation management and direct issue resolution.
  • Strategic planning to improve customer success by identifying client specific challenges and areas of operational improvements.
  • Relationship management to ensure we are strongly aligned and exceeding our customers’ needs.
  • Own internal view of customer health status to ensure a single truth on customer experience.
  • Review SLAs and present SLA Metrics to customers on monthly basis.
  • Visit customers as required.

 

Job Skills Required

  • Excellent verbal and written communication.
  • Solid understanding of the pharma domain and technology; willingness to learn and train.
  • Knowledge of ArisGlobal products and end-to-end process (Safety, Regulatory, Clinical, Med Affairs).
  • Excellent troubleshooting skills and the ability to work under pressure.
  • Strong experience with various types of software that is used (ex: SQL/JAVA).
  • Experience as Support or in Project Management in customer facing roles and situations.
  • Willing to travel to meet customers on-site when necessary; able to setup remote meetings as required to drive customer engagement.
  • Open and willing to travel to India at least once per/year to train at ArisGlobal HQ/Operations.
  • Ability to work independently and autonomously in a remote location.
  • Understands and can follow processes without much direction and contribute towards process improvements.
  • Demonstrates a sense of urgency with customer escalations.
  • Plays the role of a Project Manager for customer’s Go Green plans.
  • Liaises well within the organization, between teams.
  • Project and Initiative Management Experience.
  • Conflict Resolution.