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Dassault Systèmes · 1 day ago

Principal Customer Success Manager (Remote)

United States

Full-time

Remote

Senior Level, Lead/Staff

$121K/yr - $161K/yr

15+ years exp

Medidata is a leader in providing digital solutions for clinical trials, aiming to improve patient experiences and accelerate clinical breakthroughs. The Principal Customer Success Manager will play a crucial role in enhancing customer engagement and maximizing the value customers derive from Medidata's solutions.

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Culture & Values

Responsibilities

Understand your customers and what makes them tick: Make sure customers love Medidata and get the most out of it

Know their goals and Strategy: Be curious. Figure out what customers want to achieve and help them get there using Medidata

Be the Control Tower and Connect people: Be the go-between for customers and Medidata teams (sales, product, etc.)

Plan it out: Work with sales to create plans to help customers succeed

Sell more stuff: Spot opportunities to get customers to use more Medidata products

Keep track of things: Set up ways to make sure everyone is on the same page and things are running smoothly

Understand the game: Get how things work in the business world, including politics and competition

Get people using the product: Through expertise in Mediata's product drive product usage by figuring out what matters to the customer

Tell a story with data: Turn information into useful insights and recommendations

Use AI! Figure out how to use Medidata's "AI Everywhere" strategy to solve problems

Speak for the customer: Give feedback to internal teams to help make Medidata better

Define and own Partnership Success: You will craft joint customer success plans that include agreed upon scope, goals, timelines, customers, success metrics and build plans to overcome barriers to customer advocacy, expansion and/or retention

Report out partnership progress, health and risks to the Medidata executive leadership team using quantitative and qualitative inputs

Product & Design Best Practices: Facilitate workshops with customers on industry best practices, including governance, trial design, adoption and platform evolution and maturity

Customer Engagement: Facilitate Executive Business Reviews with Customer decision makers and Medidata executive sponsors, where we share back value realised, celebrate shared successes, and course correct where vital

Voice of the Customer: Influence Medidata's future by bringing the voice of the customer to our customer engagement model and product strategy; contribute to providing portfolio-wide themes of customer sentiment

Contribute to Medidata Customer Assets: Using success stories from your customers, provide real-world examples of how Medidata has helped customers achieve specific, measurable results via case studies, reference libraries and thought leadership activities (conferences, white papers etc.)

Qualification

Customer Success ManagementLife Sciences ExperienceSaaS KnowledgeClinical Trial SoftwareExecutive PresenceGoal TrackingListening SkillsPassion for WorkMBASimilarProblem SolvingTeam CollaborationEffective CommunicationDecision MakingAdaptability

Required

Be good at figuring things out and having a plan

Be able to work with different teams and get everyone on board

Get things done quickly and be able to change gears when needed

Keep both the customer and Medidata happy

Be able to communicate clearly

Understand how things work in a business environment, especially SaaS

Be able to make choices even when things aren't clear

Know how to set goals and measure if you're reaching them

Have a good 'executive presence.'

Be a good listener and problem-solver

Care about your work and take ownership

Ideally, you've worked in the medical or life sciences field

Highly experienced professional with 15+ years in the field, including extensive time in customer-facing capacities such as Customer Success, Sales, or Services

You need a bachelor's degree

Be willing to travel up to 30% of the time