Customer Success Manager - North America (Multiple openings)

Do you have previous experience in account management and customer success? Have you supported customers through their lifecycle internationally? Do you want to join a brand new team during a period of organisational growth?

We have a bold mission to enable our partners to unlock the power of data-driven decisions and in turn, make a positive impact on the outcomes for cancer and rare disease patients worldwide. As part of our Global Sales Team, we are building a brand new team supporting customers across Europe, North America, LATAM and APAC and there are multiple positions working with reach of the Regional Sales Director/Managers to support their territories.

This is a hybrid (3 Days PW) opportunity connected to our corporate office in Boston (MA).

Our mission

We believe there is a smarter, more data-driven way to make decisions in healthcare and our cloud-native AI powered SOPHiA DDM Platform makes that vision a reality on a daily basis. You will have direct input to our mission to democratize data-driven medicine for the ultimate benefit of cancer and rare disease patients across the globe.

Your mission

Reporting to a Regional Sales Director, you will be responsible for developing deep relationships with our existing customer base and supporting their ongoing usage of our products and solutions

The value you bring

• Proactive engagement and relationship building with existing customers to support day-to-day utilisation.
• Collaborate internally with colleagues in technical teams and supply chain to ensure our customers have their products when they need it, and their problems are solved swiftly.
• Identify opportunities to upsell or cross-sell across product lines and solutions, and partner with Sales to drive account expansion.
• Full contract management including renewal, changes and tender.

We know that every background is different, but to be best set for success we see you bringing:

• 3+ Years of experience in Sales and Account Management.
• Industry experience within Software / SaaS platforms, Diagnostics or Life Sciences are an advantage but not essential.
• You will know the full account management lifecycle including contract management, renewal and tender.
• Ideally you will have worked with customer groups internationally before.
• Full fluency in English is required. Further fluency in Spanish or Portugese is valuable, but not essential. , and you should be fully fluent in at least one other major European language – I.e. French, German, Spanish or Italian. Further European languages are highly valuable.

As part of your recruitment journey, you should expect to meet English-only speakers, so for best chances of success, you should include your CV in English. Non-English CVs have a high likelihood of being rejected at application stage.

You will be joining an organisation with the patient at the heart of every decision and action, driven by purpose as we pursue exponential growth.

Business recognition and accolades include: 

World's most innovative companies (Top 10)

World's smartest companies (Top 50) 

100 Best Places to Work in Boston 

Top 10 European Tech Startup

Top 10 European biotechs startup to watch

Top 25 East-Coast Biotech to watch

Our benefits package is comprehensive, but varies internationally in-line with local standards and laws. You can discuss a full breakdown with us, but as a brief overview:

US:

• Outstanding Medical, Dental & Vision with 90% Employer Contribution
• Company matched 401K at 4%
• Company-paid short & long-term disability insurance
• FSA commuter benefits

CH:

• Sickness and Accident coverage through Helsana
• Meal Vouchers at 90CHF PM with our partner cafeteria
• Free coffee, fruit and snacks

FR:

• Forfait-Jour working types
• Health benefits for you and your family covered by 80% employer contributions
• Life Insurance and pensions contribution
• SWILE meal vouchers and home office allowances

A Competitive, uncapped commission structure during a time of exponential growth with accelerators for high performance. 

Our DNA

Like the strands of DNA itself, SOPHiA GENETICS and the team are deeply interconnected and reliant on each other to deliver. There are common threads across the team. Things that bind us together. Those things are Relentless Curious; Resilient & Nimble and Fearlessly Adventurous

Our Virtues

At SOPHiA GENETICS we established our 7 Virtues to clarify how our principles show up each day through action. We Decide; We Do; We Collaborate; We Innovate; We Empower; We Adapt and We Learn.

At the centre of our Virtues is our Mantra, We Care, which provides a constant reminder of the compassionate, benevolent, and hopeful nature of our mission and how it should be threaded through each of our Virtues and everything we do. Learn more about our DNA and Virtues on our Careers portal

The process 

We use the power of AI to help our partners make decisions. If you’re utilising AI in your search and application process, why not use some of these prompts:

‘What impact can I expect to have on the world by working at SOPHiA GENETICS?’

‘I have an interview with SOPHiA GENETICS. What should I know before I meet with them?’

‘I am a *job title* - What can SOPHiA GENETICS offer my career?’

Apply now with your CV and any supporting information. 

Suitably qualified candidates will be invited through an interview and screening process where you will speak with members of our Talent Acquisition Team, the hiring leader alongside key colleagues and stakeholders from across the business. If you need additional support for accessibility, please contact our TA team for assistance.

We appreciate the value external partners can bring, but we operate a direct-hiring model and we are not looking to utilise agency support at this time. All hiring is controlled by Talent Acquisition, potential partners should liaise through TA and not our hiring teams please.

Starting Date: ASAP 

Location: Boston, MA

Contract: Permanent