Customer Success Manager

Location: Boston, MA; RTP area, NC; Chicago, IL

**This role is not eligible for relocation assistance**

Background

Zifo is seeking a Customer Success Manager (CSM) to join our commercial team! This position will be responsible for conducting account mining activities with Enterprise Pharmaceutical/Biotech/Life science companies.

Customer Success Manager Role Summary

We are looking for an individual who demonstrates strong commitment to proactive account management, maintains current revenue streams, consistently develops the revenue pipeline within the customer portfolio, and fosters successful, long-term partnerships with our clients.

Core Responsibilities

• Partner with Customer Success and Delivery teams in kick starting engagement with new Customers/business areas/products.
• Understand Customer’s tangible and intangible expectations, requirements and ensure they are delivered by Zifo
• Manage the Engagement with Customers and Zifo’s internal teams, in alignment with Zifo’s culture and values
• Partner with Service Delivery Management teams in Zifo to ensure transition of projects from Account Mining to Project execution
• Perform active Account Mining by expanding relationships beyond the current set of Customer contacts/business groups and work with the Client Partner on the business plan for success
• Be the Zifo Champion for Requests for Proposals from Customers; Work closely with Client Partners and/or own the response to RFP’s and work collaboratively with cross-functional stakeholders from Zifo including but not limited to Customer Success teams, Service Delivery Leadership, Product Partnership team, Subject Matter Experts etc., across geographies
• Identify and propose Value Adds, means to realize and ROI for the Customer
• Be accountable for the successful business outcomes as part of the relationship between Zifo and Customer organization
• Establish and nurture relationships with Customers, convert them to Zifo Champions and build rapport with multiple stakeholders within our customer portfolio
• Ensure Zifo’s ongoing business with Customers are renewed as appropriate
• Be responsible for Steering Committee meetings and presentations with Customer Leadership by working closely with Zifo’s Executive Leadership teams
• Provide insights into industry trends and share consultative inputs with Customers
• Proactively suggest best practices internally in Zifo and with Customer interactions in the spirit of ongoing improvements and excellence

Required Skills & Experience

• 2+ years of Customer Success Management / Account Management experience at a Software Services company/Product company or 3+ years of consulting experience for Life Sciences
• Strong project management abilities, written and verbal communication skills, and presentation capabilities
• Detail oriented and ability to do multi-tasking at various levels; Self-starter and ability to prioritize critical tasks daily
• High attention to detail organization skills and a team player
• Must be willing to juggle many things at once and prioritize effectively.
• Must be an Influential person, build and nurture rapport with customers, drive them towards desired actions, and challenge them when appropriate

CURIOSITY DRIVEN, SCIENCE FOCUSED, EMPLOYEE BUILT. Our culture is unlike any other, one where we debate, challenge ourselves, and interact with all alike. We are a curious bunch, characterized by our passion to learn and spirit of teamwork. Zifo is a global R&D solutions provider focused on the industries of Pharma, Biotech, Manufacturing QC, Medical Devices, specialty chemicals and other research-based organizations. Our team’s knowledge of science and expertise in technology help Zifo better serve our customers around the globe, including 18 of the Top 20 Biopharma companies.

We look for Science – Biotechnology, Pharmaceutical Technology, Biomedical Engineering, Microbiology etc. We possess scientific and technical knowledge and bear professional and personal goals.  While we have a “no doors” policy to promote free access within, we do have a tough door to walk in. We search with a two-point agenda – technical competency and cultural adaptability.

We offer a competitive compensation package including accrued vacation, medical, dental, vision, 401k with company matching, life insurance, and flexible spending accounts. 

If you share these sentiments and are prepared for the atypical, then Zifo is your calling!

Zifo is an equal opportunity employer, and we value diversity at our company.  We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.