Customer Success Manager Job Openings Core Informatics in Cambridge, MA December 2017
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Core Informatics Jobs 2017
Customer Success Manager Job Openings - Cambridge MA
Here is the job criteria you must meet to apply Customer Success Manager Job Openings Cambridge MA December 2017 Core Informatics that published at 21 days ago:
At Core Informatics the Customer Success Manager plays a key role in our success. Customer Success Managers are involved in the full customer lifecycle starting post-contract and continuing throughout their subscription period. Through on-boarding and training, the Customer Success Manager ensures that customers are fully engaged and getting the value that they expect. Customer Success Managers are responsible for driving customer loyalty and ensuring that our customers are satisfied and are realizing measurable value from our products and services. The Customer Success Manager meets regularly with their clients. As opportunities for new functionality or issues are identified, Customer Success Managers work, with the support of the rest of the Core Informatics team, to fulfill the client’s needs. Customer Success Managers are measured as a percentage of referenceable customers, subscription renewals vs. churn, customer satisfaction, product adoption and usage. This role can be done either in person or virtually as dictated by the client’s needs and geography.
Partner with the customer to establish deployment objectives and success criteria and help them develop a plan to achieve those objectives.
Develop a comprehensive understanding of the customer’s industry business challenges and objectives to appropriately map Core Informatics features and associated business benefits to address their needs.
Serve as a customer advocate in driving industry best practices and the evolution of Core Informatics product and platform functionality, courses and support services integral to the customer's success.
Develop and maintain long-term relationships with stakeholders in your account portfolio by networking between customers, partners, and Core Informatics.
Conduct periodic health-check calls to review the status of their deployment. Based on the customer’s disposition, this may lead to moving them along a reference track or developing a set of remediation steps to address issues.
Become a Core Informatics expert in currently available functionality and be comfortable and adept at quickly learning and adopting enhancements as they are introduced
Create customer statements of work (SOW), in collaboration with the Core Informatics sales team, in line with customer business objectives as identified in the pre-sales process.
Document customer success criteria in line with customer business objectives and manage the customer to those objectives.
Manage customer implementations across Core Informatics and customer teams with a focus on strong collaboration using project management techniques that provide transparency for the team and stakeholders.
Create detailed implementation plans based on Core Informatics Customer Implementation Methodology.
Develop project plans that establish clear roles and deliverables agreed upon by the Customer and Core Informatics implementation team members.
Identify risks to the customer achieving their stated business objectives and develop risk mitigation plans to manage the risk with Customer and Core Informatics team members.
Gather software requirements from end users and assist in writing user requirement documents.
Assist in implementing system configurations for customers based on requirements.
Run test scripts identified by technical staff members as necessary and provide detailed descriptions of uncovered errors.
Establish and manage recurring team meetings between Core Informatics and customer team members to review the plan and deliverables.
Provide periodic updates to customer stakeholders on the progress of the customer implementations.
Ensure all customer communication and documentation is recorded in appropriate repositories (JIRA Confluence, Salesforce, etc.) to maintain product documentation.
Update reporting systems on the status of customer implementations and provide appropriate updates to Core Informatics leadership.
Provide Level 2 technical assistance for customers including answering simple questions about product functionality and tracking all support ticket activity online using provided tools (JIRA, Salesforce).
Participate in the development of internal documentation including product specifications, test scripts, traceability matrices and standard operating procedures.
Provide detailed descriptions of new product features to assist Core Informatics with product documentation and training materials including user manuals, training presentations and videos.
Provide training sessions for new and existing customers as necessary.
Meet with existing customers to collect feedback, customization requests, and to provide training support on new features provided in product upgrades.
Provide insight toward product development initiatives from information gathered from customer support issues.
Assist the company with corporate content regarding product features and releases including company websites, product brochures, training materials and release notes.
Assist the Core Informatics team with recruiting, hiring and training additional account representatives.
Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition.
Additional responsibilities as deemed necessary by supervisor.
Highly organized, creative and motivated, energized working in entrepreneurial culture, self-starter, excellent written communications and presentation skills
Bachelor’s degree in a scientific discipline strongly preferred (chemistry, biochemistry, or chemical engineering) or Computer Science.
Strong understanding of Information Technology and enterprise information management solutions
Understanding of laboratory processes and methods
Strong analytical and problem solving skills
Ability to manage complex, high-value accounts
Strong negotiation and communication skills
Ability to prioritize, multi-task, and perform effectively under pressure
Willingness to travel.
Experience within the biotech or pharmaceutical industry is a plus
Experience with LIMS is a major plus
Experience with SaaS and PaaS software delivery models is a plus
Expertise and experience dealing with large, complicated, political accounts at the most senior IT and business levels is a plus
About Core Informatics
Core Informatics is a rapidly growing software company focused on delivering scientific data management solutions to leading organizations in biopharma, genomics, and other scientific industries. The visionary team at Core helps companies maximize the value of their investments in scientific research aimed at developing new treatments for diseases, creating new sources of renewable energy and inventing new and improved consumer products.
Core’s LIMS , ELN , SDMS , and Collaboration products and pre-configured apps support dynamic lab workflows for drug discovery and development (molecular biology, bioprocess, sample registration, etc.), research and clinical genomics (NGS, library prep, etc.), and more. Our solutions are highly configurable and allow customers to comprehensively manage their data in the 100% web- and cloud-based Platform for Science. Our software can be delivered on premise, or in Amazon Web Services (AWS) via Software as a Service (SaaS) and Platform as a Service (PaaS) models.
Our clients are making the world better – when they succeed, we succeed. We seek individuals who are passionate about learning, improving, and collaborating as we create new technology solutions to complex scientific challenges.
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