Position Title: Customer Success Manager
Job Summary:
As a pivotal member of our Customer Success team, the Customer Success Manager plays a key role in fostering strong customer relationships to drive retention and loyalty. We are committed to providing exceptional products/services and building lasting relationships with our customers. As we continue to grow, we are seeking a dynamic and experienced Customer Success Manager to join our team. This position collaborates cross-functionally with multiple departments to ensure our largest accounts always receive the highest possible ROI throughout the customer’s journey.
Job Duties and Responsibilities:
- Lead the onboarding process for new customers internally and externally, ensuring a smooth and positive experience.
- Foster strong, long-term relationships with customers through regular communication and check-ins.
- Proactively monitor customer accounts, identify potential issues, and address them promptly.
- Act as the voice of the customer within the company, gathering feedback on product/service improvements and communicating this information to the relevant teams.
- Develop strategic account plans for each customer detailing your plan for retention, growth, and up-sell opportunities.
- Analyze customer data to identify trends and recommend solutions for common issues.
- Collaborate with customers to understand their business goals and align our products/services to help achieve those goals.
- Develop an in-depth understanding of our products/services to effectively guide customers on best practices and usage.
- Stay informed about industry trends and updates to provide relevant insights to customers.
- Own the customer contract renewal process by working closely with the customer and internal stakeholders.
- Identify upsell opportunities to expand the scope of services for existing customers.
- Weekly reporting and commentary on Key Performance Indicators to track and optimize customer portfolio performance.
- Conduct virtual or in-person customer business reviews to enhance relationships.
- Monitor customer health data and drive the execution of Customer at Risk Action Plans ensuring retention of customers with elevated risk of churn.
- Flexibility to take on additional projects and responsibilities based on business needs.
Beneficial Education, Skills, and Experience:
- Advanced use of Microsoft Office Products with the ability to produce Presentations and manipulate and administer Spreadsheets and Databases involving complex and extensive information.
- Experience with Customer Success and Customer Service operating tools (CRM, business intelligence tools, customer survey tools, and reporting platforms)
- Experience leading in-person or virtual training, presentations, and business reviews.
- Knowledge of Pharma Logistics’ products, services, and markets.
- Exceptional communication skills and etiquette. (E-mail, phone, virtual meetings)
- Root cause analysis and problem-solving experience
- Ability to communicate with customers and Pharmers.
- Ability to manage accounts in the best interest of both customer and company.
Required Education, Skills, and Experience:
- Minimum of 5 years in a Customer Success or Account Management role managing Enterprise-level customers.
- Must have a 4 year degree in related field.
- Enthusiastic and positive attitude.
- Self-motivated and goal-driven.
- Ability to work in a team environment both locally and globally.
- Excellent time management and ability to meet strict deadlines in a remote setting.
- Demonstrate ability to effectively lead and train others in an office setting.
- Must be able to read, write and speak English.
Pharma Logistics is committed to the employment and advancement of minorities, females, individuals with disabilities, and veterans. We are an equal opportunity employer and do not discriminate in hiring or employment on the basis of race, color, religion, sex, national origin, ancestry, citizenship status, age, marital status, disability, veteran status, sexual orientation, genetic information or any other characteristic protected by applicable law.
