Customer Success Manager

eClinical Solutions helps life sciences organizations around the world accelerate clinical development initiatives with expert data services and the elluminate Clinical Data Cloud – the foundation of digital trials. Together, the elluminate platform and digital data services give clients self-service access to all their data from one centralized location plus advanced analytics that help them make smarter, faster business decisions. 

You will make an impact:  

As a Customer Success Manager (CSM), you will ensure eClinical Solutions customers achieve their desired business outcomes, by utilizing the elluminate® software platform. We are looking for technically savvy individuals that possess the drive to build relationships and demonstrate value through results. The goal of the CSM is to increase customer satisfaction, loyalty, and retention to meet and exceed their expectations.  

Accelerate your skills and career within a fast-growing company while impacting the future of healthcare.  

Your day to day:  

• Develop trusted advisor relationships with customers and manage the customer lifecycle, from initial contract through renewal 
• Collaborate with client leadership to translate their strategic direction into a series of actionable and measurable outcomes 
• Deliver customers a data strategy that leverages elluminate and eCS professional services 
• Analyze and resolve customer requests, complaints, and feedback with internal teams to improve client experience 
• Maintain documentation in the eCS Customer Success system. Including a record of customer communication, milestones, and business reviews  
• Create and share educational resources, trainings, and best practices, to include product demonstrations and explanation of product roadmap 
• Contribute to revenue generation through renewals, upsells, and expansions 
• Drive growth and profitability by adding value by encouraging deeper feature adoption 
• Collaborate cross-functionally within eCS to promote customer success, specifically with Product and Engineering to understand and evaluate customer feature requests 

Take the first step towards your dream career. Here is what we are looking for in this role.  

Qualifications:   

• Bachelor’s degree in sciences, business, computer science, communications, or related field preferred 
• Clinical Data Management and/or clinical programming experience preferred 
• Experience in clinical research or drug development industry is preferred, including knowledge of ICH/GCP guidelines, 21 CFR Part 11, clinical trial methodology, Clinical Data Management, SDLC in regulated environments, and industry standards preferred 
• 3+ years of experience successfully implementing SaaS and/or enterprise software applications. Clinical research and/or life sciences a plus  
• 2+ years cross functional program/project experience, with a demonstrated track record of execution bringing product from concept through market release is required 
• Self-motivated to prioritize and manage 
• Knowledge of pharma and life sciences  
• Excellent verbal and written communication   
• Demonstrated leadership ability to work effectively at all organizational levels 
• Self-driven learner with the ability to build proficiency in new topics quickly. Specifically, the pharmaceutical industry and clinical trials process  
• Exceptional communication and written skills and the ability to create documentation and multi-task 
• Knowledge of customer success processes 
• Enterprise software and service delivery  
• Must be an avid problem solver with proven ability to make timely decisions while dealing with ambiguity 
• Must be a team player who thrives on working collaboratively and skilled at influencing  
• Is achievement oriented, i.e.: measures performance, improves outcomes, sets challenging goals

Accelerate your skills and career within a fast-growing company while impacting the future of healthcare. We have shared our story, now we look forward to learning yours!

eClinical is a winner of the 2023 Top Workplaces USA national award! We have also received numerous Culture Excellence Awards celebrating our exceptional company vision, values, and employee experience. See all the details here: https://topworkplaces.com/company/eclinical-solutions/

eClinical Solutions is a people first organization. Our inclusive culture values the contribution that diversity brings to our business. We celebrate individual experiences that connect us and that inspire innovation in our community. Our team seeks out opportunities to learn, grow and continuously improve. Bring your authentic self, you are welcome here!

We are proud to be an equal opportunity employer that values diversity. Our management team is committed to the principle that employment decisions are based on qualifications, merit, culture fit and business need.