Customer Success Manager

Date: Nov 28, 2020

Location: FL, US

Company: ArisGlobal

Customer Success Manager

 

ArisGlobal is a dynamic and growing global software company dedicated to serving the life sciences (pharmaceutical, biotechnology and medical device) companies in the management of their clinical trials, drug safety and regulatory information. Our global team – located in major corners of the world – includes some of the industry’s leading authorities, subject matter experts and experienced professionals in their respective areas of life sciences. All are focused on advancing our innovative and market-proven solutions and services.

 

"Are you are looking for a career where your involvement can make a difference?" We are growing fast and always looking for people with the best blend of experience, knowledge, talent, and ambition. If you are committed to making a difference and have the skills and experience to make things happen then JOIN US.

 

Overview:

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.

 

 

Benefits

ArisGlobal proudly offers an Impressive Package of Compensation and Benefits. In addition to competitive salary compensation and paid time off, eligible employees receive health care benefits and can participate in healthcare and dependent-care spending accounts that reduce out-of-pockets costs by reducing taxable income. Income protection and wealth accumulation benefits help our employees reach their long-term financial goals.

 

As a full-time employee of ArisGlobal, you will have the option to participate in various benefit programs as you meet the respective eligibility criteria. Some of the more significant ArisGlobal benefits and programs include:

 

  • Eligible to participate in the ArisGlobal 401(k) program administered by ADP: 1st pay-period
  • 401(k) - First 3% match capped at max $4,000 EMR annually
  • Cigna Insurance for health, vision, and dental: starts day 1!
  • Paid Maternity/Paternity Leave
  • Employee referral programs - $1000+
  • Paid time off, holidays, and floating holidays (20 + days)
  • Flexible spending accounts + HSA's
  • Non-medical insurances + Teledoc (pet insurance optional, included!!)

 


*ArisGlobal is an Equal Employment Opportunity Employer and considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, age, marital status, national origin, protected veteran status, disability, or any other legally protected class.