Customer Success Manager

PeakData are a Swiss based AI company who partners with the world's top pharmaceutical companies to provide insights and analytics that enhance the effectiveness of commercial and medical teams. We are rapidly expanding to support our future growth ambitions and would like to recruit a Customer Success Manager to join our Customer Operations team.

Roles and Responsibilities

• Lead Client engagement and onboarding discussions with our customers

• Develop and execute client stakeholder management plans to ensure client engagement and understanding

• Work with cross functional teams across PeakData to deliver great outcomes and value for our clients

• Lead client strategies around product adoption and usage monitoring to promote PeakData products

• Manage and deliver client renewals for PeakData products and services

• Support account management activities across global and local clients to exceed revenue targets

• Support in business development activities in alignment with the Client Relations Lead to acquire new clients while maintaining and expanding revenue within our existing clients

• Support the operational delivery of client delivery projects across global and local clients to ensure high quality delivery and client satisfaction

• Proactively shape and develop long-term relationships with clients at multiple levels within the client organisation and across different functions

• Understand client needs and requests to ensure we are delivering to meet their expectations at all times

• Proactively address client queries that may arise though onboarding and licence period

• Manage and prioritize timelines, calendars and expected delivery dates

• Ability to travel as necessary

Your Experience:

• Ability to be able to clearly demonstrate success in previous roles

• 5 + years experience in working in Customer Success and Account Management roles

• Customer Success experience within Pharma/Biotech highly desirable

• Minimum of a BSc/BA in relevant area

Your Skills

• Must be motivated and agile to work in a fast-paced start-up culture

• Confident self-starter – thrives on empowerment

• Ability to build strong relationships with clients and internal colleagues across business functions and Engineering

• Capable of gaining trust quickly

• Build a reputation for operational excellence

• Analytical – able to spot trends and make observational links

• High attention to detail

• Strong Microsoft Office knowledge required in PowerPoint, Word, and Excel

• Must have excellent written and verbal skills including strong presentation skills

• Excellent English skills with another language preferable