Customer Success Manager

Sitero is an emerging leader in Clinical services and software solutions for the life sciences industry. We have experience and expertise in a diverse range of therapeutic areas and focus on innovative, technology-enabled solutions that allow our clients to focus on their core strengths. For early phase studies through Phase III clinical trials, our experienced team delivers high-touch services and technology to ensure the safety of all stakeholders across the clinical research community with an emphasis on ethics, compliance, and innovation. 

Job Title: Customer Success Manager                     

Location: Ontario (Hybrid in-office in Mississauga)                          

Function: Commercial              

The Customer Success Manager position is a strategic leader responsible for the overall health, growth, and success of Sitero’s commercial eClinical and Clinical services.  This role involves building and nurturing long term client relationships, executing strategic marketing plans, leading and mentoring account teams, and driving revenue growth through net-new logo generation.            

ESSENTIAL DUTIES AND 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
• Customer Expansion: 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.
• Customer Onboarding: 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.
• Cross-functional Collaboration: 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.
• Issue Escalation & Management: Ensure appropriate internal stakeholders are engaged in issue resolution. Serve as point of contact with customer on escalated issues.
• CSAT and Customer Feedback: Gather formal customer feedback and Customer Satisfaction (CSAT) scores. Escalate identified issues and facilitate issue resolution to ensure CSAT objectives are achieved.
• Financial Management: 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
• Contract and Forecast Management: Accurately forecast bookings and revenue to ensure performance against financial targets within the CRM tool

EDUCATION AND EXPERIENCE:

• 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

COMPENSATION & BENEFITS:

$90,000-100,000 CAD salary plus commission

Salary is commensurate on proven experience with a CRO

Sitero proudly offers an impressive compensation package and benefits, including a competitive salary, Variable commission pay, paid time off, and healthcare and retirement benefits.

EMPLOYMENT TYPE:

Full Time, Permanent

COMMITMENTS:

• Standard Hours 40 hours per week, one hour lunch, Monday – Friday.   Additional hours as needed.
• Willing to work in shifts as and when needed.
• Hybrid in-office 3x per week requirement at our Canada HQ office location in Mississauga 
  

DISCLAIMER: 

Sitero is an equal opportunity employer and welcomes all job applicants.  All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law