TraceLink, Inc. Customer Success Manager in North Reading, Massachusetts

TraceLink’s Customer Success Managers are responsible for the full lifecycle of the Customer relationship, growing and fostering trusted partnerships with our Customers. Utilizing strong collaboration skills to improve Customer outcomes in partnership with other organizations, our Customer Success Managers work directly with Sales, Services, Product, Marketing, Technical Support, and Finance.

This is a strategic relationship building position working with some of the top leading pharmaceutical manufacturing companies, wholesalers, and healthcare organizations. The Customer Success Manager will work to understand our Customer’s business, communicate relevant updates and industry changes as they occur and ensure their overall success with TraceLink services and applications.

  • Own the overall Customer relationship; ensure customer satisfaction, retention, and renewal

  • Work with customers to establish critical goals, key performance indicators and aid the customer in achieving their goals

  • Leverage functional expertise in order to expand the customer’s use of the TraceLink platform

  • Establish a trusted advisor relationship with our Customers to drive strategic value

  • Build, maintain and leverage appropriate relationships within each Customer in order to influence adoption and create strong support for new opportunities

  • Manage customer escalations; build/maintain rapid channel of communication to customer in case of online service-related issues and events.

  • Up-sell and uncover new revenue opportunities through partnership with Sales

  • Bachelor's degree (or equivalent) in a related field; Master’s degree in management-related field preferred

  • 8-plus years of Account or Relationship Management required in SaaS environment; pharmaceutical industry experience preferred

  • Experience in Serialization Regulations, Systems and knowledge of packaging; experience with packaging lines and contract packagers preferred

  • Proven track record of sustaining and growing relationships and ensuring timely renewals

  • Strong proficiency in Google Work Suite and Microsoft Office Suite

  • Experience in Customer Relationship Management (CRM) tools; Salesforce and Gainsight preferred

  • Excellent communications and interpersonal skills, enthusiastic team-player

  • Proven time management and organizational skills, detailed-oriented, and meticulous

  • Ability to work in a dynamic, fast-moving environment and switch gears as necessary

  • Self-starter, independent work ethos, able to work virtually with various team members across multiple locations

  • Strong problem-solving skills, ability to get to in front of challenges and see issues through to resolution

  • Ability to travel domestically up to 25% domestic is required.

ID: 2018-1214

External Company Name: TraceLink, Inc.

External Company URL: http://www.tracelink.com