Note: The job is a remote job and is open to candidates in USA. Slipstream Life Sciences is focused on streamlining IT support and providing managed solutions to emerging pharma and biotech organizations. They are seeking a Customer Success Manager with strong MSP and IT service delivery experience to support their growing portfolio of clients, ensuring high-quality delivery of services and promoting technological innovation.
Responsibilities
- Lead a virtual service delivery team and develop a strong partnership with assigned clients as the main point of contact
- Execute strong communication skills and client service skills to effectively lead client status meetings, presentations and address any escalations or challenges
- Ability to multi-task across clients, services, internal teams, build productive partnerships and lead troubleshooting sessions across technical resources and drive innovative solutions
- Continually work to drive account improvements, and have a positive, customer-centric attitude
- Lead proactive strategy with key stakeholders to improve service and client and internal team partnerships
- Work with customers to ensure they are leveraging services and products effectively and finding value in our services
- Become an expert in Slipstream offerings and educate customers on the use and benefits of our products - especially with IT support across the service desk, depot, and managed infrastructure services
- Work closely with sales, support, billing, and technical teams to ensure an exceptional customer experience and take care of any customer issues
- Be a customer advocate while capturing customer feedback and reporting requests to product management and development
- Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth
- Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes
- Maintain a revenue base by managing account retention and renewal
- Drive upgrade revenue through increased product adoption and increased usage
- Ability to manage, develop and mentor other customer success managers on the team
Skills
- 5+ years in Customer Success, Service Delivery, or Technical Account Management within an MSP
- Experience supporting Biotech, Pharma, or life sciences organizations
- A bachelor's degree in a business field or equivalent experience
- Extensive experience in technical management of listed services
- Strong detailed technical knowledge in services desk, and infrastructure, networking systems. Prefer hands-on experience in one or more of the listed services
- Outstanding communication skills, both written and verbal
- Outstanding relationship building skills with a wide range of individuals
- Strong presentation skills, both in person and virtually
- Extensive experience with ServiceNow or other ticketing systems
- Ability to thrive in a fast-paced environment
- Strong collaboration skills and ability to coach team members
Benefits
- 401k match
- Comprehensive group health, dental, vision benefits
- Life insurance/LTD
- Discretionary PTO
Company Overview
Company H1B Sponsorship