Customer Success Manager

Customer Success Manager

Life changing therapies. Global impact. Bridge to thousands of biopharma companies and their patients.

Our investment is in People who make an impact, drive progress and create a better tomorrow. Our strategy includes building teams across our global network to pioneer and shape the future of PCI.

Summary of Objective:

The Customer Success Manager (CSM) will be primarily responsible for proactively driving growth of user utilization metrics, customer onboarding and enablement of pci|bridge. CSM will accomplish this by first establishing cross-functional relationships with our sales & marketing, project management, and product team internally to understand the value and function of pci|bridge for the organization. Using that knowledge, they will forge consistent working relationships externally with our customers to ensure they know and understand that delivered value. This focused attention will be critical to the success and deployment of our platform and the CSM is a primary champion and owner of that effort.

Essential Duties and Responsibilities: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The essential duties and responsibilities include the following but other duties may be assigned.

• Create, refine, and implement customer engagement strategies to support onboarding and continued use of the pci|bridge platform among PCIs customer base.
• Meet regularly with customers and/or project management either in person or virtually to conduct demos, workshops, or other pci|bridge training.
• Establish relationships with existing customer contacts for training and support.
• Drive efforts throughout the year to highlight new features and capabilities to customer and internal users.
• Develop a strong understanding of PCIs business and the common activities that occur B2B so that the value of pci|bridge can be explained and deployed with context.
• Participate in new feature demos from the development team to maintain currency with understanding of the platform and new features.
• Responsible for the growth of user utilization metrics, new project onboarding in conjunction with sales and project management.
• Partner with the pci|bridge product and marketing teams to identify messaging opportunities and potential feature or training development needs.
• Execute demos for sales with new prospective clients.
• Participate in regular steering committee meetings to report out on user enablement progress to management and team members.
• Partner with project management to understand the needs of PCI customers and internal users throughout engagement activities.
• This position may require overtime and/or weekend work.
• This position may require some travel to customer and/or other PCI sites.
• Knowledge of and adherence to all PCI, cGMP, and GCP policies, procedures, rules.
• Attendance to work is an essential function of this position
• Performs other duties as assigned by Manager/Supervisor.

Required:

• Associate's Degree in a related field and/or 1-3 years related experience and/or training.
• College Level Mathematical Skills
• Intermediate Computer Skills: Ability to perform more complex computer tasks and has knowledge of various computer programs.
• Full Professional Proficiency: Ability to speak, read, and write fluently and accurately on all levels pertinent to professional needs.
• Very High Reasoning: Ability to define problems, collect data, establish facts, and draw valid conclusions. Be able to interpret an extensive variety of technical instructions in math or diagram form and deal with several abstract/concrete variables.

Preferred:

• Ability to work independently and/or as part of a team.
• Ability to display original thinking and creativity.
• Ability to display excellent time management skills.
• Ability to demonstrate attention to detail.
• Ability to effectively present information to various groups of people.
• Ability to maintain a positive attitude and relationships.

Join us and be part of building the bridge between life changing therapies and patients. Let's talk future

Equal Employment Opportunity (EEO) Statement: PCI Pharma Services is an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.

At PCI, Equity and Inclusion are at the core of our company's purpose: Together, delivering life-changing therapies. We are committed to cultivating an inclusive workplace by holding ourselves accountable to the highest standards of understanding, fairness, respect, and equal opportunity at every level. We envision a PCI community where everyone can belong and grow, and we strive to bring this vision to reality by continuously and intentionally assessing our people practices, policies and programs, marketing approach, and workplace culture.