Client Success Manager, Clinical Development

7 days ago

Singapore Merative Full time

Your Role and Responsibilities:
The Client Success Manager (CSM) is responsible for developing long-term relationships with a portfolio of assigned IBM Clinical Development clients and ensuring these SaaS customers are successful in utilization of the platform; resulting in customer satisfaction, retention, growth, and reference-ability.

Serving as the primary point of contact and escalation point, they will:

- Have demonstrated product knowledge, domain expertise, oral and written communication, project management, client management, and time management skills.
- Be a creative problem solver
- Be effective in teaming with a broad range of colleagues across IBM.
- Provide sales enablement support and promote ongoing business development opportunities
- Manage client enhancement requests
- Measure and ensure client satisfaction and adoption
- Support client satisfaction, success, retention, and renewal
- Manage the change in scope process from initiation to closure

Additional functions include:

- Serving as a mentor to less experienced members of the team
- Taking ownership of projects outside of assigned account tasks, including some accounts where other WH Offerings have been sold along with ICD.
- Act as an escalation point for unassigned accounts
- Following through on identified revenue opportunities for unassigned accounts
- Other duties, as assigned

Key Metrics
- Expansion - New Clients, New Study Orders, Revenue and Signings goals
- Consumption - Product Usage, Invoicing Tracking
- Churn
- Client Satisfaction

Best Practices and Customer Health - monitor the health of assigned accounts and drive a set of actions to help ensure client usage growth.
- Monitor customer usage, feature adoption, and overall health
- Understand customer business strategy and business case, and drive alignment between customer objectives and IBM capabilities
- Develop a “success plan”, a plan of action to help ensure customer success and consumption growth
- Make proactive recommendations on leveraging IBM solutions by maintaining a high level of industry and product expertise to demonstrate the IBM Clinical

Development value proposition

Relationship Management - Build and sustain relationships with stakeholders and decision-makers in assigned accounts
- Establish regular contact with key stakeholders and become a trusted advisor to assigned accounts
- Communicate status at various levels inside client and at IBM
- Monitor customer satisfaction and drive references
- Act as an extension of the client organization within IBM for all activities and escalations and coordinating all resources necessary to resolve issues and promote success.
- Work with Sales and Services to understand client expectations and to successfully transition into the client success model
- Identify opportunities for paid services and solution expansion by acting as an advocate for IBM within the client organization.
- Drive action plans around accounts that are at risk of non-renewal
- Endorse customer support acting as a point of escalation.

Product Enhancements and Feedback: Educate clients on the offering strategy and roadmap
- Ensure that assigned clients leverage new features as appropriate
- Ensure clients are aware of any changes to offering related processes and procedures including operational and business management changes
- Solicit client feedback on product features and capabilities
- Provide input to Development and Product Management regarding offering strengths and weaknesses

Job Requirements:

- Personal interest in giving clients a satisfying and successful experience; enjoy working with people, with natural and effective communication and relationship-building skills
- Demonstrated ability to aggressively solve problems and champion client success
- Analytical skills, methodical and detail-oriented planner and problem-solver; ability to identify root causes
- Strong, influential written and verbal communication skills, with some technical writing experience.
- Reliable, dependable, and ability to keep a consistent schedule
- Solid understanding of the clinical trial industry, clinical research, and/or healthcare background
- Proactive, with excellent prioritization and task management skills; ability to manage multiple projects simultaneously
- Entrepreneurial attitude, taking great pride in bringing positive change to an organization
- Ability to successfully work with various departments and levels of any organization

Technical-Skill Requirements:

- IBM Clinical Development or other database certification is a plus
- Intermediate to advanced Microsoft Office skills
- Understanding of Chinese regulations regarding clinical trial data
- Good oral, reading, and written communication skills in English & Chinese language requirements

Education Requirements:

- Bachelor’s degree
- 4+ years in the clinical trial industry and/or experience in a customer success role

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