Hybrid Customer Success Manager

at Sitero

• Job title: Customer Success Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: CA$90,000 - CA$100,000 per year
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, Markham, Canada

About the role

• Customer Success Manager responsible for long-term client relationships and revenue growth at Sitero. Overseeing onboarding, collaboration, and customer satisfaction initiatives.

Responsibilities

• Work within a defined territory to generate and qualify new leads and opportunities
• Research and develop a plan for breaking into your assigned territory
• Partner closely with marketing on GTM strategy
• Build trusted relationships with prospective customers, understand their needs and recommend the right Sitero solutions/products
• Meet and surpass your sales goals
• Attend conferences and represent Sitero's Clinical and eClinical products
• Drive efforts for customer expansion by identifying opportunities for upselling and cross-selling
• Identify growth possibilities within existing accounts and formulate strategies to enhance customer lifetime value
• Support management of RFIs/RFPs, vendor qualifications and audits for existing accounts
• Manage all procurement activities: PO’s, change orders, amendments, MSA renewals etc.
• Oversee the onboarding process for customer base, ensuring a smooth and efficient implementation of Sitero working closely with the implementation and delivery teams to maximize Sitero's impact and delivering undisputable operational impact
• Collaborate closely with other departments, such as sales, marketing, product management, delivery, and support, to ensure seamless customer experience
• Share customer insights, feedback, and success stories to contribute to product development, marketing initiatives, and overall company strategy
• Ensure appropriate internal stakeholders are engaged in issue resolution
• Serve as point of contact with customer on escalated issues
• Gather formal customer feedback and Customer Satisfaction (CSAT) scores
• Escalate identified issues and facilitate issue resolution to ensure CSAT objectives are achieved
• Accountable for client finances including PO’s. Identifies and pursues opportunities for organic growth within the customer portfolio
• Supports service delivery with client budgets and invoices particularly as it relates to issue resolution including invoicing issues and contract overages
• Accurately forecast bookings and revenue to ensure performance against financial targets within the CRM tool

Requirements

• Minimum of 5 years working for a Contract Research Organization (CRO), Life Sciences technology company or Pharmaceutical / Biotech organization is required
• Previous experience as a CRA, CTM, or in Clinical Operations is strongly preferred
• Previous experience in outside Business Development, Account Management or related sales / commercial role is preferred
• 4 -year degree from an accredited college is required
• Strong interpersonal, communication, and presentation skills
• Self-starting takes initiative. Highly organized, collaborator attitude and personality
• Strong knowledge and experience of sales databases such as Salesforce, pipelining, and cold calling to create new business
• Must be willing to travel up to 50% of the time. May involve significant driving/flying to manage the territory

Benefits

• competitive salary
• Variable commission pay
• paid time off
• healthcare and retirement benefits