Hybrid - Fort Washington, PA / Remote
Customer Success Manager
We are seeking an experienced and dedicated Customer Success Manager to join our team. In this role, you will be the primary point of contact for our customers, helping them maximize the value of our software through strategic account management, technical consultation, and proactive engagement. You will play a key role in ensuring our clients’ satisfaction, retention, and growth.
Key Responsibilities:
- Strategic Account Management: Build and nurture strong relationships with customers, serving as their trusted advisor for Orbit’s solutions.
- Onboarding & Training: Guide new customers through the implementation process, ensuring a smooth transition and early success.
- Technical Consultation: Collaborate with customers to understand their needs and recommend best practices, configurations, and integrations.
- Periodic Reviews: Conduct regular check-ins and business reviews to assess performance, address concerns, and identify opportunities for enhancement.
- Customer Advocacy: Act as the voice of the customer internally, providing feedback to the product and support teams to improve user experiences.
- Renewals & Expansions: Proactively drive contract renewals and identify opportunities for upselling additional services or features.
- Issue Resolution: Partner with technical support to address and resolve customer issues promptly and effectively.
- Market Engagement: Collaborate and assist with marketing activities and campaigns.
- Event Participation: Represent the company at industry events and conferences, strengthening customer engagement and promoting our solutions.
- Documentation & Reporting: Maintain accurate records of customer interactions and account statuses in the CRM system.
Qualifications:
- 3+ years of experience in a customer success, account management, or related role, preferably in SaaS or the pharmaceutical/biotech industry.
- Strong technical aptitude with the ability to understand and explain software solutions.
- Proven track record of managing customer relationships and driving retention and growth.
- Excellent communication, presentation, and problem-solving skills.
- Familiarity with pharmacovigilance or drug safety processes is a plus.
- Ability to manage multiple accounts and prioritize effectively.
- Proficiency with CRM tools (e.g., Salesforce, HubSpot) and project management software.
What We Offer:
- Competitive salary and benefits package.
- Opportunity to work with cutting-edge technology in a growing industry.
- Collaborative and supportive team culture.
- Professional development and growth opportunities.
How to Apply:
Please send your resume and a cover letter detailing your qualifications and interest in the role to Kevin Fetterman, Executive Director: kfetterman@feith.com