Associate Manager, Customer Success

Experience: 6-10 Years

Position Type: International Full Time

Functional Area: Customer Success

Education: Bachelor's Degree Required (Master's Degree Preferred)

Work Location: Bangalore

Job Summary

- As a Lead/Manager, Customer Success, you are the voice of our products and will be responsible for the partnership between Indegene and its key clients.

- You need to be technologically savvy with experience supporting CRM systems (preferably Salesforce or Dynamics) and work history in life sciences is an asset.

- The role will work directly with our global clients to understand requirements, and aid in defining world class solutions that will wow our clients and users and ensure success.

- You will achieve these by owning the overall product relationship with a full lifecycle approach, that is, Pre Sales, Sales, On-boarding, Adoption, Renewal and Advocacy.

Job Description

Do you think you have the best customer management and business consultancy skills around?

Are you passionate about engaging your customers and expanding their use cases?

Do you have impeccable relational skills and can create win/win environments for all parties that you work with?

Do you want an opportunity to work in a high paced environment such as healthcare/Pharmaceutical services?

Do you like to travel?

If this is you, there are a lot of people who are adopting our product and we would love your help in taking care of our customers!

Roles and responsibilities of the Indigene Customer Success Lead/Manager:

- Driving adoption and utilization of Indegene's CXM (CRM) capabilities in newly acquired and existing clients

- Assume accountability for client relationship management for all assigned clients of Indegene software products

- Establish a trusted/strategic advisor relationship with each assigned client

- Develop, prepare and nurture customers for advocacy

- Work with the clients to establish and define goals and key performance indicators, and aid the customers in achieving their goals

- Work directly with our clients to proactively diagnose and address user needs and potential issues by developing world class solutions

- Participate in RFPs in collaboration with the Business Development team

- Manage successful client renewal process in collaboration with Business Development and operations (to include SOW development, review and approval)

- Fully understand client requests and documenting and engaging appropriate resources to develop recommendations

- Help identify technical deployment- related challenges such as network or hardware/software compatibility, technical audit requirements and certification

- Lead transition to successful support operations during the onboarding process

- Monitor and ensure timely closer of support tickets

- Maintain client contact and provide status updates for all outstanding issues

- Implement continuous improvement initiatives in support operations, onboarding and training, and other technical activities across the customer journey

- Advocate customer needs and issues across all internal teams and partners

- Provide input to software product roadmaps based on common customer challenges and opportunities observed

- Manage escalations, especially those related to product deployment and roadmap

- Communicate consistently with clients throughout the contract lifecycle

Desired Skills and Experience

- Education: Bachelor's degree in Business Management, Information Systems or relevant field

- Experience: 6-8+ years of relevant experience

- Understanding of life sciences Sales CRM ecosystem

- Understanding of life sciences sales processes

- Unparalleled attention to detail, multitasking and organisational capacity

- Demonstrate business acumen and cross-collaboration capabilities

- Ability to set and deliver on priorities and deal with a degree of ambiguity

- Display organisational and emotional intelligence

- Eager to learn, adapt and perfect the work; seek out help and put it to good use

- Help and serve our customers: they win, so will you

- Advocate customer needs / issues cross-departmentally

- Record of successfully dealing with clients

- Excellent work ethic and leadership potential

- Self-motivated, team-oriented, responsible and focused on exceeding client expectations

- Exceptional organisational, presentation and communication skills, both verbal and written

- Demonstrate the ability to deal with change and excel in high-stress situations

- Self-managed, responsive and dedicated to client success

- Willingness to travel to customer and non-customer sites globally

- A solid grasp of project management basics

- Business Analyst experience is a plus

- Strong technical experience or education a plus

- Pharmaceutical Sales and/or Sales Management Experience is a plus

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