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.
External Company Name: TraceLink, Inc.
External Company URL: http://www.tracelink.com