Customer Success Manager at Certara

Job description

Overview Certara accelerates the potential of bringing medicines to market and to patients using biosimulation software, technology, and services to transform traditional drug discovery and development. Our clients include more than 2,400 biopharmaceutical companies, academic institutions, and regulatory agencies across 70 countries. Our goal is to enable the life sciences industry’s use of data, modeling, and analytics to make better decisions across the various phases of discovery and drug development. Our software and scientists incorporate modern advances in scientific understanding, drug development experience, data analysis, and AI resulting in significant opportunities to decrease the cost and increase the probability of success for new drug approval and commercialization. As our Customer Success Manager, you will align our goals with those of our clients, maximizing the value we transfer to each other. You will ensure that we understand our clients’ problems and needs, and that they understand and benefit from our software solutions. You will be in the center of a hexagon, moving information among internal and external expert stakeholders: P21 Business Leaders, Product Managers, and Clinical Data Consultants; and also client-side department heads, IT administrators, and end users. Your challenge is to optimize the tradeoffs between each stakeholder’s respective goals: help P21 renew and expand contracts, communicate product features and user feedback, and meter out limited consulting resources; and also help clients get their preferred fixes and features on our roadmap, navigate the bureaucracy of version upgrades, and train many thousands of people to use our software well. As the hub of vendor-client intelligence, you will be relied on to guarantee feature adoption and client business success—which should result in customer satisfaction, retention, and revenue growth, as well as direction for our product development efforts. Note: As the market leader, we have almost all the major clients that exist, and the pressure is real. You’ll be doing about four different jobs. Responsibilities Account Manager: Escort clients along their journey with us. Serve as point of contact starting after initial sale and onboarding clients from their first install (implementation) to expanded use and later version upgrades (adoption). Build professional client relationships, facilitating online meetings and offline emails and tickets; follow or create scripts for standard steps in the client journey. Move clients through the admin steps surrounding installs and upgrades in tandem with our Implementation Managers and Technical Operations Teams; provide ongoing support for all clients, and extra care for those who are new and/or at-risk. Note: Some of this extra care involves working beyond or outside of normal hours for clients who have emergencies, operate overseas, or require off-hours system maintenance. Product Evangelist: Educate clients on our features and their intended use. Study our documentation and experiment in our testing environments to learn our selling points, the differences between versions, and the steps for using each feature. Route clients through our knowledge libraries to circulate our marketing, training, and informational content, generating excitement and preempting FAQs. Represent our Product Managers and Clinical Data Consultants in training users in our intended use cases and supporting their adoption of our advanced features. Lure clients onto the latest version of our software by negotiating for their IT resources and articulating our value propositions. Note: One challenge of your role will be to help clients time their upgrades amidst uncertain or delayed release schedules. Customer Advocate & Communicator: Move key info between clients and our teams. Research each client extensively, writing your findings in our CRM system and triaging which questions we should ask next; facilitate interviews with existi