Senior Customer Success Manager

Highly Competitive
  1. Permanent
  2. Sales, Product development, Commercial Operations
  3. Germany
Höxter, Nordrhein-Westfalen
Posting date: 19 Jun 2019

A leading pharmaceutical company is currently seeking a Senior Customer Success Manager based in Germany. The Strategic Accounts team will ensure that our top customers have positive, differentiated experiences across all of our products and services, resulting in increased customer retention, upsell opportunities and partnership as a preferred vendor. This is an exciting opportunity to work with a historic organisation with over a century of experience.

Job Responsibilities:

  • Onboarding, enabling, and teaching our Strategic account users and buying influencers how to realize the full value of our solutions.
  • Retaining existing Strategic clients by delivering a superior experience through a clear understanding of their needs.
  • Growing the customer asset through a superior customer experience, resulting in higher retention rates and more upsell opportunities.
  • Influencing and coordinating internal cross-functional resources (Sales Operations, Legal, Product, Marketing, etc.) to ensure that customers receive full value from the solutions they purchase.
  • Training users on how to effectively use and maximize value received from products.
  • Managing a book of existing business to ensure customers continue to buy products and solutions.
  • Monitoring customer usage and taking action on risks to customer loyalty and retention.
  • Collaborating with the Strategic Account Manager to identify upsell and cross sell opportunities for revenue expansion, referring them to the Strategic Account Manager for action.
  • Identifying and communicating value stories to users, influencers, and buyers.
  • Coordinating with other sales and customer success personnel in other global regions for on-boarding, renewal efforts, and customer support issues.
  • Managing escalated customer issues to bring to satisfactory resolution for the client.
  • Expanding the company's influence within the Strategic account by identifying key personas, cultivating relationships and proving value.
  • Referring cross-sell and upsell opportunities to the Strategic Account Manager.
  • Working in unison with Strategic Account Manager to ensure X is designated as a preferred or strategic vendor/partner of the highest quality and value.
  • Improving customer satisfaction and Net Promoter Score measurements.
  • Promoting and making the Brand relevant the Brand as a customer advocate, whose primary goal is to support client innovation and growth through their use of products and services.

Skills and Requirements:

  • Bachelor's Degree in Chemistry related fields, business, communications, or rich history with chemical applications.
  • 6 or more years of account management or customer success in delivering a consistent experience for complex, multi-national customers.
  • Proven ability to increase bookings and annual contract value in portfolio of strategic accounts.
  • Experience with science related solutions and/or information/intellectual property.
  • Strong capacity to communicate with users of scientific data, their management and executives and drive alignment on common objectives.
  • Ability to communicate and answer questions about product content and relevant chemical information; experience with chemical information products and services preferred.
  • Strong capacity to articulate industry-specific value proposition to address customer pain points.
  • Experience leveraging LinkedIn and other prospecting tools.
  • Demonstrated experience with virtual selling tools such as GoToMeeting, Web-Ex and other comparable tools.
  • Strong working knowledge of products.
  • 3 or more years' experience with CRM software.
  • Demonstrable multitasking, project management, and execution skills.
  • Good interpersonal skills, including communication, presentation, persuasion, and influence.
  • Good organisational skills, including efficiency, punctuality, and collaboration in a team environment.
  • Proficiency with computer skills, such as MS Office.

To Apply:

Please click on the Apply button. Please include a short note outlining why you are interested in the role and why you think you are suitable.

In case you have difficulty in applying or if you have any questions, please contact Flora Hickish at +44 2038660228 or upload your CV on our website -

A full job description is available on request.

ProClinical is a specialist employment agency and recruitment business, providing job opportunities within major pharmaceutical, biopharmaceutical, biotechnology and medical device companies.