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eClinical Solutions, LLC
Mansfield, MA | Full Time
$107k-147k (estimate)
6 Months Ago
Customer Success Manager
$107k-147k (estimate)
Full Time | Contract Research 6 Months Ago
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eClinical Solutions, LLC is Hiring a Customer Success Manager Near Mansfield, MA

eClinical Solutions helps life sciences organizations around the world accelerate clinical development initiatives with expert data services and the elluminate Clinical Data Cloud – the foundation of digital trials. Together, the elluminate platform and digital data services give clients self-service access to all their data from one centralized location plus advanced analytics that help them make smarter, faster business decisions.

You will make an impact:

As a Customer Success Manager (CSM), you will ensure eClinical Solutions customers achieve their desired business outcomes, by utilizing the elluminate® software platform. We are looking for technically savvy individuals that possess the drive to build relationships and demonstrate value through results. The goal of the CSM is to increase customer satisfaction, loyalty, and retention to meet and exceed their expectations.

Accelerate your skills and career within a fast-growing company while impacting the future of healthcare.

Your day to day:

  • Develop trusted advisor relationships with customers and manage the customer lifecycle, from initial contract through renewal
  • Collaborate with client leadership to translate their strategic direction into a series of actionable and measurable outcomes
  • Deliver customers a data strategy that leverages elluminate and eCS professional services
  • Analyze and resolve customer requests, complaints, and feedback with internal teams to improve client experience
  • Maintain documentation in the eCS Customer Success system. Including a record of customer communication, milestones, and business reviews
  • Create and share educational resources, trainings, and best practices, to include product demonstrations and explanation of product roadmap
  • Contribute to revenue generation through renewals, upsells, and expansions
  • Drive growth and profitability by adding value by encouraging deeper feature adoption
  • Collaborate cross-functionally within eCS to promote customer success, specifically with Product and Engineering to understand and evaluate customer feature requests

Take the first step towards your dream career. Here is what we are looking for in this role.

Qualifications: 

  • Bachelor’s degree in sciences, business, computer science, communications, or related field preferred
  • Clinical Data Management and/or clinical programming experience preferred
  • Experience in clinical research or drug development industry is preferred, including knowledge of ICH/GCP guidelines, 21 CFR Part 11, clinical trial methodology, Clinical Data Management, SDLC in regulated environments, and industry standards preferred
  • 3 years of experience successfully implementing SaaS and/or enterprise software applications. Clinical research and/or life sciences a plus
  • 2 years cross functional program/project experience, with a demonstrated track record of execution bringing product from concept through market release is required
  • Self-motivated to prioritize and manage
  • Knowledge of pharma and life sciences 
  • Excellent verbal and written communication 
  • Demonstrated leadership ability to work effectively at all organizational levels
  • Self-driven learner with the ability to build proficiency in new topics quickly. Specifically, the pharmaceutical industry and clinical trials process
  • Exceptional communication and written skills and the ability to create documentation and multi-task
  • Knowledge of customer success processes
  • Enterprise software and service delivery
  • Must be an avid problem solver with proven ability to make timely decisions while dealing with ambiguity
  • Must be a team player who thrives on working collaboratively and skilled at influencing
  • Is achievement oriented, i.e.: measures performance, improves outcomes, sets challenging goals

Accelerate your skills and career within a fast-growing company while impacting the future of healthcare. We have shared our story, now we look forward to learning yours!

We are proud to be an equal opportunity employer that values diversity. Our management team is committed to the principle that employment decisions are based on qualifications, merit, culture fit and business need.

Job Summary

JOB TYPE

Full Time

INDUSTRY

Contract Research

SALARY

$107k-147k (estimate)

POST DATE

09/21/2022

EXPIRATION DATE

12/25/2022

WEBSITE

eclinicalsol.com

HEADQUARTERS

MANSFIELD, MA

SIZE

100 - 200

FOUNDED

2006

TYPE

Private

CEO

BHARAT AGRIWAL

REVENUE

$10M - $50M

INDUSTRY

Scientific Services

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About eClinical Solutions, LLC

eClinicalprovides statistical programming, clinical data repository, data management, acquisition and standardization services for businesses.

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The following is the career advancement route for Customer Success Manager positions, which can be used as a reference in future career path planning. As a Customer Success Manager, it can be promoted into senior positions as a Customer Success Director that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Customer Success Manager. You can explore the career advancement for a Customer Success Manager below and select your interested title to get hiring information.

If you are interested in becoming a Customer Success Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Customer Success Manager for your reference.

Step 1: Understand the job description and responsibilities of an Accountant.

Quotes from people on Customer Success Manager job description and responsibilities

Having a customer success manager overseeing the onboarding process helps with retention.

01/03/2022: Pueblo, CO

Customer success managers should have strong organization and presentation skills, but those things can be taught.

12/19/2021: Modesto, CA

They monitor their customers’ happiness closely so that they are able to offer solutions before problems occur.

02/13/2022: Everett, WA

Take time to understand what each customer needs and help customers take the shortest route possible.

01/23/2022: San Jose, CA

The customer success manager characterizes himself with being organized, presentable and acquiring technical skills.

01/07/2022: Minneapolis, MN

Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.

Career tips from people on Customer Success Manager jobs

Customer success managers are both salespeople and support professionals.

12/15/2021: Las Cruces, NM

During the operational stage (also known as “Business as usual), Customer Success Managers often provide technical know-how, expertise, and training to customers with the goal making them successful and keeping them satisfied with the business’s products

01/02/2022: Longview, TX

A good Customer Success Manager must have a thirst for knowledge, the ability to learn quickly and easily grasp new software applications.

02/21/2022: Pueblo, CO

Maintain a detailed understanding of products and services, assist customers with questions and suggest the best products for their needs.

12/22/2021: Temple, TX

Customer Success Managers must be strong, natural advocates.

02/15/2022: Clearwater, FL

Step 3: View the best colleges and universities for Customer Success Manager.

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