Customer Success Manager
- Employer
- Perkin Elmer
- Location
- Waltham MA US San Francisco CA US San Diego CA US Charlotte NC US Newark NJ US
- Closing date
- Feb 2, 2018
View more
- Sector
- Pharmaceutical
- Hours
- Full Time
- Organization Type
- Corporate
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Role Purpose: Drive Services orders at named accounts and select assigned opportunities
Span of Control: Assigned accounts
Key Competencies:
Span of Control: Assigned accounts
Key Competencies:
- Excellent verbal and written communication skills
- Excellent interpersonal skills and a collaborative management style
- Experience working in a fast paced, growth environment
- Planning, prioritizing, reporting, problem solving and analytical capabilities
- Attention to detail and a concern for quality
- Good understanding of enterprise systems - infrastructure, databases, systems integrations, et al.
- Experience with TIBCO Spofire and other analytic tools, clinical data systems, SAS or other.
- Direct experience with Solution delivery and pre-sales highly desirable.
- Direct experience with TIBCO Spotfire desirable.
- Drive growth of service orders at assigned accounts
- Identify and develop Service leads at assigned accounts. Drive leads into clear written services solution proposals and SOWs, scope effort and quote services prices, drive orders to closure.
- Establish and maintain relationships with key customer stakeholders at assigned accounts. Expand relationships into new domains/Groups/business within the organization.Relationship building will be done with and independent of GAM and RAM.
- Help promote our products and services at key accounts generally so that stakeholders know well what PerkinElmer does.
- Assist with Pursuing strategic relationships with third parties to partner our solutions to customers.
- Collaborate with GAM and RAM on account strategy and opportunities, promotional events (i.e. Spotfire Day). Establish bi-weekly meeting cadence with GAM and RAM.
- Maintain opportunities in SFDC and communicate pipeline to manager in order to develop Services orders forecast.
- Have knowledge of inflight projects for assigned accounts. Check-in with delivery team and Customer stakeholder periodically (bi-weekly internally) to ensure quality delivery and customer satisfaction, proactively avoiding escalations. Maintain understanding of the business problem and the solution we are delivering.Mediate escalations and their resolutions as necessary.
- Do project review at end of the project with key stakeholders to get feedback on Services, confirm satisfaction level (develop survey) and conduct interview with eye to producing a case study where applicable.
- Commercialize customer specific solutions or Service skillsets and practices into new service offerings.Easy to buy, easy to sell.
- Develop case studies of our successes and promote and reuse the solutions.
- Educate sales team on new Service offerings and enable them to drive leads
- Work with Marketing to develop customer facing collateral for Service offerings
- Develop Services that are independent ofinformatics product platform
- Collaborate with OneSource
- Develop Services that are independent ofinformatics product platform.
- Assist with development of an independent consultingpractice.
- Develop Services that are renewable annually to build a revenue consistent stream
- Work with Product Management, Sales & Marketing to align services engagements to strategic objectives.
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