Lead Customer Success Enablement Manager Client Services Remote, United States

Company: Medidata

Position at Medidata Solutions

Medidata: Conquering Diseases Together


Medidata is leading the digital transformation of life sciences, creating hope for millions of patients. Medidata helps generate the evidence and insights to help pharmaceutical, biotech, medical device and diagnostics companies, and academic researchers accelerate value, minimize risk, and optimize outcomes. More than one million registered users across 1,400 customers and partners access the world's most-used platform for clinical development, commercial, and real-world data. Medidata, a Dassault Systèmes company, is headquartered in New York City and has offices around the world to meet the needs of its customers. Discover more at www.medidata.com.



Your Mission: 

The Lead Customer Success Enablement Manager is responsible for establishing and managing customer data models and CX/CS tools to enable meaningful VOC capture and account health scoring. This role has responsibility for the development and execution of technology, processes, and best practices associated with running a best in class customer success organization.  These responsibilities are inclusive of, but not limited to, management of the CS/CX platform, customer data models, VOC insights/analytics, and VOC processes.

  • Lead development of the core processes, technologies, and practices associated with a best in class customer success organization

  • Standup a CS+CX technology platform that becomes the customer VOC/Insights collection and translation engine.  Enable both thematic scoring and account health scoring to drive closed loop workflows in support of overall customer experience improvements.

  • Execute VOC analytics studies to develop account and thematic insights to share with the broader CS team and Medidata organization

  • Enable technology to support effective execution of CSM plays (adoption, advocacy, retention, …) to support less variable customer interactions. 

  • Establish a technology architecture and data model to manage a customer ambassador program that sources, manages, and tracks customer success stories.

  • Establish a technology architecture and data model to manage an executive sponsorship program that aligns executive relationships at key accounts for ongoing interaction.

  • Enable a technology architecture and data model to support a value management office that provides overall outcome/value definition, calculation, tracking, and maturity management for existing and new customers.

  • Execute regular operating mechanisms to clearly communicate progress on key performance indicators.

  • Advocate on behalf of the Customer Success organization, internally and externally, to show our specialization in customer satisfaction technology and best practices

  • Collaborate cross-functionally to extend the reach and capability of the Customer Success Enablement team



Your Competencies: 

  • Exercise independent judgment in methods, techniques and evaluation criteria for obtaining results

  • Act independently to determine methods and procedures on new or special assignments. 

  • Extensive interaction with sales, systems engineering, product development, and other members of cross-functional teams

  • Excellent verbal/written communication and organizational skills

  • Strong project management skills and technical aptitude

  • Strong business acumen including experience working in a B2B environment

  • Proven ability to influence through persuasion, negotiation, and consensus building

  • Strong executive presence



Your Education & Experience:

  • Minimum 5 years software industry experience

  • Minimum 5 years in high tech marketing, commercial operations, sales, or services

  • Minimum 5 years in Customer Success operations role

  • Data analytics background and experience

  • Strong project management skills

  • Bachelor’s degree from an accredited university or college

 

Medidata is making a real difference in the lives of patients everywhere by accelerating critical drug and medical device development, enabling life-saving drugs and medical devices to get to market faster. Our products sit at the convergence of the Technology and Life Sciences industries, one of most exciting areas for global innovation. Nine of the top 10 best-selling drugs in 2017 were developed on the Medidata platform.

Medidata’s solutions have powered over 14,000 clinical trials giving us the largest collection of clinical trial data in the world. With this asset, we pioneer innovative, advanced applications and intelligent data analytics, bringing an unmatched level of quality and efficiency to clinical trials enabling treatments to reach waiting patients sooner.


Medidata Solutions, Inc. is an Equal Opportunity Employer. Medidata Solutions provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability status, protected veteran status, or any other characteristic protected by the law. Medidata Solutions complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. 


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Vacancy page : https://jobs.jobvite.com/medidata-solutions/job/oL2ygfwl