Location: South San Francisco, CA
**This role is not eligible for relocation assistance**
Background
Zifo is seeking an Associate Customer Success Manager (CSM) to join our commercial team in the South San Francisco region. This position will be responsible for conducting account mining activities with Enterprise Pharmaceutical/Biotech/Life science companies.
Associate Customer Success Manager Role Summary
We are looking for an individual who demonstrates strong commitment to proactive account management, maintains current revenue streams, consistently develops the revenue pipeline within the customer portfolio, and fosters successful, long-term partnerships with our clients.
Core Responsibilities
· Partner with Customer Success and Delivery teams in kick starting engagement with new Customers/business areas/products.
· Understand Customer’s tangible and intangible expectations, requirements and ensure they are delivered by Zifo
· Assist in the Management of the Engagement with Customers and Zifo’s internal teams, in alignment with Zifo’s culture and values
· Partner with Service Delivery Management teams in Zifo to ensure transition of projects from Account Mining to Project execution
· Perform active Account Mining by expanding relationships beyond the current set of Customer contacts/business groups and work with the Client Partner on the business plan for success
· Partner in the creation of Requests for Proposals from Customers; Work closely with Zifo team, Client Partners and work collaboratively with cross-functional stakeholders from Zifo including but not limited to Customer Success teams, Service Delivery Leadership, Product Partnership team, Subject Matter Experts etc., across geographies
· Identify and propose Value Adds, means to realize and ROI for the Customer
· Establish and nurture relationships with Customers, convert them to Zifo Champions and build rapport with multiple stakeholders within our customer portfolio
· Ensure Zifo’s ongoing business with Customers are renewed as appropriate
· Participate in Steering Committee meetings and presentations with Customer Leadership by working closely with Zifo’s Executive Leadership teams
· Provide insights into industry trends and share consultative inputs with Customers
·Proactively suggest best practices internally in Zifo and with Customer interactions in the spirit of ongoing improvements and excellence
Requirements
Required Skills & Experience
· 1-3 years of Customer Success Management / Account Management experience at a Software Services company/Product company or previous consulting experience for Life Sciences
· Strong project management abilities, written and verbal communication skills, and presentation capabilities
· Detail oriented and ability to do multi-tasking at various levels; Self-starter and ability to prioritize critical tasks daily
· High attention to detail organization skills and a team player
· Must be willing to juggle many things at once and prioritize effectively.
· Must be an Influential person, build and nurture rapport with customers, drive them towards desired actions, and challenge them when appropriate
Benefits
About Zifo:
CURIOSITY DRIVEN, SCIENCE FOCUSED, EMPLOYEE BUILT. Our culture is unlike any other, one where we debate, challenge ourselves, and interact with all alike. We are a curious bunch, characterized by our passion to learn and spirit of teamwork. Zifo is a global R&D solutions provider focused on the industries of Pharma, Biotech, Manufacturing QC, Medical Devices, specialty chemicals and other research-based organizations. Our team’s knowledge of science and expertise in technology help Zifo better serve our customers around the globe, including 7 of the Top 10 Biopharma companies.
We look for Science – Biotechnology, Pharmaceutical Technology, Biomedical Engineering, Microbiology etc. We possess scientific and technical knowledge and bear professional and personal goals. While we have a “no doors” policy to promote free access within, we do have a tough door to walk in. We search with a two-point agenda – technical competency and cultural adaptability.
We offer a competitive compensation package including accrued vacation, medical, dental, vision, 401k with company matching, life insurance, and flexible spending accounts.
If you share these sentiments and are prepared for the atypical, then Zifo is your calling!
Zifo is an equal opportunity employer, and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Skills Required
- 1-3 years of Customer Success Management or Account Management experience at a software services or product company
- Previous consulting experience for Life Sciences
- Strong project management abilities
- Strong written and verbal communication skills
- Presentation capabilities
- Detail orientation and ability to multitask
- Ability to prioritize critical tasks effectively
- High attention to detail and organizational skills
- Team-oriented approach
- Ability to influence, build customer rapport, drive desired actions, and challenge customers when appropriate
What We Do
Did you know that the saying ‘Curiosity killed the cat’ actually ends with ‘but satisfaction brought it back’? We suspect that the shortened version is the doing of grown-ups suppressing the innately curious child inside them! For us at Zifo, we take curiosity as unbounded - it is a celebrated value. Curiosity does wonderful things - drive exploration, accelerate learning, inspire better solutions, lead to innovation, drive conversations. We believe that the scientific community’s most important duty to the world is to stay curious. And this is what we do at Zifo. We have a global presence of over 1000 employees spread across our offices in US, UK, France, Germany, Switzerland, Japan, China, Canada, Singapore & India. We offer services in areas such as Scientific Informatics, Lab Informatics, Clinical Biometrics, Regulatory Compliance including Computer System Validation and Genome Informatics across 20+ countries. Our customers include 7 of the Top 10 global Bio-pharma companies. We are listed as 'Technology Fast 50' by Deloitte for 9 consecutive years (2012-2020) and as one of the 'Best Places to Work' for the past five years. We strive to stay curious, day in and day out. Asking the right questions, and listening to provide the right solutions. Write to us at [email protected].
