Customer Success Lead

Customer Success Lead
remote from anywhere in the U.S.
Full-time

Purpose
Facilitate governance and proper management of current client requests, working with multiple internal and external customers to deliver knowledgeable responses.

Responsibilities
1. Creating solid relationships with multiple internal and external customers facilitating detailed requests, ensuring accuracy of proposal specs, identifying proper escalation paths to Atorus team
2. Liaising with internal operations and Account Reps to deliver detailed pricing of Atorus software and services to our Active Clients
3. Active CRM management and opportunity creation/qualification to ensure cross functional transparency to Sales, Operations, and leadership
4. Act as the "voice of the customer" and contribute to business product roadmap developments, marketing initiatives, and commercial strategies to ensure we continue to meet our clients' needs
5. Building actionable reporting on request turnaround times, pinpointing gaps, and recommending efficiencies
6. Coordinate those resources to develop solutions when faced with customer or internal challenges
7. Conduct Quarterly Business Reviews to highlight success and collaborate on areas of improvement
8. Assisting in ad hoc projects as required

Requirements
1. Experience in key account management, data, and renewals
2. Knowledge of standard sales processes
3. Well versed in internal and external operations that would drive revenue recognition.
4. Highly organized and used to working across multiple commercial and operational functions to create on time deliverables
5. Identifying and providing analytics to Sales Leadership
6. Self-motivating, able to assume responsibility and work autonomously in a professional manner
7. Resolves a wide range of issues in creative ways

Preferred but not required
Prior experience working at a CRO, management consulting, or life science technology company
2. 5-7 years of client management experience and proven ability to oversee all aspects of the ongoing customer relationship.