August 29
đĄ Remote â Anywhere in California
⢠Drive customer retention and growth ⢠Support product onboarding and user adoption ⢠Serve as the voice of the customer ⢠Manage risk and opportunities/threats ⢠Use data to monitor customer engagement ⢠Coordinate cross-functional teams under common goals/objectives ⢠Lead the onboarding process for new customers ⢠Support the customer through organizational change ⢠Establish and maintain strong, long-term relationships with customers ⢠Develop a deep understanding of QuartzBio products and services ⢠Encourage and facilitate customer advocacy ⢠Identify opportunities for upselling and cross-selling QuartzBio products ⢠Address and resolve customer concerns and issues ⢠Gather and relay customer feedback to product development team ⢠Proactively manage client renewals and ensure high retention rates ⢠Monitor customer success metrics and KPIs
⢠Bachelor's degree in a related field; MBA or advanced degree preferred ⢠Minimum of 8 years of relevant experience customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience ⢠3 years of experience in customer success with SaaS or PaaS solutions ⢠Experience working in the life sciences industry, with preferred experience working in the R&D space for clinical drug development with pharma or biotech customers ⢠Experience working in a startup environment or in a scaling division within a larger organization ⢠Experience managing accounts and customer relationships, with successful track record of retaining and growing accounts ⢠Excellent communication skills, with the ability to present complex ideas clearly and persuasively ⢠Exceptional critical thinking and problem-solving skills, with the ability to synthesize complex information into actionable insights ⢠Demonstrated ability to communicate with both technical and non-technical stakeholders
⢠This role is also eligible for a discretionary annual bonus ⢠health insurance ⢠retirement savings benefits ⢠life insurance and disability benefits ⢠parental leave ⢠paid time off for sick leave and vacation ⢠among other benefits
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