Customer Success Manager - Evinova

AstraZeneca • Wilmington, DE

408d • $147,004 - $220,506

About The Position

The Customer Success Manager at Evinova plays a pivotal role in enhancing customer experience and building strong relationships with clients in the healthcare sector. This position focuses on ensuring customer satisfaction, retention, and value realization from Evinova's digital health solutions. The role involves collaboration with various internal teams to address customer needs, resolve issues, and implement strategies for customer engagement and innovation.

Requirements

• Bachelor's Degree
• Minimum 7+ years of experience in customer success, service, delivery, or account management within a SaaS company in healthcare.
• Deep understanding of B2B and B2C delivery models in the clinical development and healthcare ecosystem.
• Experience with digital health regulations and compliance (e.g., GxP, SaMD).
• Exceptional customer-centric approach and passion for service.
• Excellent verbal and written communication skills, able to explain technical concepts to non-specialists.
• Proven record of exceeding customer satisfaction and retention goals.
• Strategic approach to identify growth opportunities and anticipate market trends.
• Strong problem-solving and analytical abilities.
• Experience working in a global organization with diverse cultures.
• Ability to lead multiple accounts and projects across geographies.
• Technical competence in understanding Evinova products and using digital reporting methods.

Nice To Haves

• Experience in building return on investment models and communicating value realization.
• Experience leading partnerships with third-party suppliers.

Responsibilities

• Build long-term relationships with global customers, providing personalized support and addressing issues.
• Collaborate with Product, Delivery, and Engineering teams to resolve customer problems efficiently.
• Develop and implement strategies to proactively engage customers and introduce additional product lines.
• Analyze customer data to identify trends and areas for improvement, ensuring customers realize the value of products.
• Advocate for customers internally, providing insights and reports on customer satisfaction and health.

Benefits

• 401(k) plan
• Paid vacation and holidays
• Paid leaves
• Health benefits including medical, prescription drug, dental, and vision coverage
• Short-term incentive bonus opportunity
• Eligibility for equity-based long-term incentive program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Chemical Manufacturing
• Education Level: Bachelor's degree