Job Description:
• Serve as the primary point of contact for all client engagements, ensuring alignment on objectives and expectations.
• Partner with key stakeholders to drive adoption, engagement, and strategic alignment of our platform within their organization.
• Conduct regular business reviews to track KPIs, identify opportunities for growth, and mitigate risks.
• Plan and execute user training sessions, ensuring adoption by equipping clients with best practices that fit their specific use cases and needs.
• Take a “teach-to-fish” approach, empowering users with self-service capabilities while providing hands-on support when needed.
• Navigate multiple complex projects across various business units within a client’s organization.
• Track program performance metrics and analyze reports to identify trends, gaps, and opportunities.
• Develop and deliver executive-level presentations summarizing impact, progress, and ROI.
• Proactively monitor customer sentiment, identifying early warning signs of risk.
• Strategically de-escalate critical situations, ensuring alignment with client goals and expectations.
• Serve as a trusted advisor, advocating for client needs internally while balancing business objectives.
• Work closely with engineering, product, and support teams to resolve client challenges efficiently.
• Provide structured feedback to inform the product roadmap and improve the customer experience.
• Collaborate with internal teams to ensure seamless handoffs across different phases of the customer journey.
• Drive to increase MAUs, NPS, CSAT, and ARR
Requirements:
• 3+ years experience working in Customer Success, Account Management, or Client Services for an Enterprise SaaS company
• Bilingual (Spanish & English Required)
• You have experience working in or with Life Sciences, a plus for Medical Affairs or Clinical experience
• You have experience with project management with high priority accounts
Benefits:
• Full suite of health insurance options, in addition to generous paid time off
• Pre-planned company-wide wellness holidays
• Retirement options
• Health & charitable donation stipends
• Impactful Business Resource Groups
• Flexible work hours & the opportunity to work from anywhere