Role Description

We’re looking for a Customer Success Manager with strong MSP and IT service delivery experience to support our growing portfolio of Biotech and Pharmaceutical life sciences clients. The Customer Success Manager serves as the primary client-facing lead to coordinate and verify the highest level of delivery of services. They collaborate with departments to ensure the quality delivery of services spanning service desk, infrastructure, depot/hardware services, and networking support. The Customer Success Manager may project manage select projects related to support and enhancement of these services. It is expected that they will keep up with advancements in the field and promote technological innovation with clients and peers.

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 IT 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.

Qualifications

• 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 service 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.

Requirements

• Typical schedule will be Monday to Friday, 8:00 AM to 5:00 PM EST.
• Remote with occasional travel to client site.
• Must be flexible to accommodate departmental needs and client/staff time zones.
• At times, overtime may be needed to accomplish deliverables which could include evenings or weekend hours.
• For all remote meetings, there is an expectation of being on-camera for all meetings with appropriate business attire and standard Slipstream virtual background.

Benefits

• 401k match
• Comprehensive group health, dental, vision benefits
• Life insurance/LTD
• Discretionary PTO