Customer Success Manager - Life Sciences Cloud

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Overview of the Role

The Success Manager Life Sciences demonstrates deep business and industry in Life Sciences, along with Saelsforce product knowledge to partner with customers and guide them to accelerate business value and return from their investment with Salesforce.
In this role, the Success Manager will serve as a trusted advisor to our clients across pharmaceutical, biotech, and medical device sectors. You will bridge the gap between technical architecture and complex regulatory/clinical requirements, ensuring clients optimise their product usage while adhering to strict compliance standards (e.g., GxP, HIPAA, 21 CFR Part 11).
They are aligned at the key partner levels, building and encouraging positive relationships to help customers progress on their digital journey. Success Managers work directly with customers that can vary in their market segment, size, solution complexity and life cycle, depending on the customer's needs.
The ideal Success Manager will possess both a Cloud specialisation and Life Sciences industry skills that enable them to speak the customer language.

Responsibilities

• Use our Customer Success Methodology to understand their goals, assess their capabilities, and provide recommendations to help them accelerate the achievement of their business and technology objectives
• Develop an understanding and knowledge of customers' Salesforce implementation and evangelise the capabilities of Salesforce across all of our Clouds
• Guide a customer on organisational strategy, governance and organisational change standard processes based on customer needs
• Demonstrate hands-on Salesforce product knowledge by applying platform features and functions to customer business priorities and roadmap
• Proactively identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan
• Produce and implement a comprehensive adoption path showing the current state, target future state with a timeline, and an underlying enablement plan
• Deliver business value and innovation to a customer's business by understanding our customers' key business challenges and potential for growth
• Build and cultivate executive-level relationships with the customer's IT and business executive leadership, sponsors, and decision-makers to solidify our partnership and dedication to the customer business and IT sponsors and collaborators
• Work with the account team and Salesforce Executives, optimally network within accounts from the executive level down, to help customers work towards their goals
• When appropriate, recommend additional Salesforce services and advisory experts needed to drive success
• Proactively communicate technical product changes, degradations, outages, end of life and other relevant updates

Required Qualifications

• Experienced professional with 7-10 years of relevant Life Sciences, Pharmaceutical, Biotech, or MedTech industry expertise
• In-depth knowledge in one or more lines of business (LoBs) - a specific cloud or industry
• Strong consulting skills and confirmed results working as a Trusted Advisor to drive business value for customers
• Ability to drive effective and influential conversations at the C-level; facilitate difficult discussions and be adept at handling objections

Preferred Qualifications

• Solid understanding of Salesforce product and platform features, capabilities, and best use
• Ability to articulate the importance and value of Governance to Business and IT executives
• A good understanding of enterprise architecture principles is strongly preferred
• Ability to quickly grasp and clearly explain technological and business concepts
• Serve as a trusted advisor, with a deep curiosity to understand your customers, their motivations and needs, and how to approach ensuring their success
• Degree or equivalent proven experience required. Experience will be evaluated based on the core proficiencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
• Understanding of key industry sub-verticals (e.g., Commercial Pharma, Clinical Trial Management, Patient Services, MedTech Sales & Field Service).
• Familiarity with healthcare regulatory standards (HIPAA, GxP, 21 CFR Part 11, GDPR).
• Fluency in French or Germany & English is preferable for this opportunity

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