Customer Success Manager

Location: San Francisco, CA
This role is not eligible for relocation assistance

About the role

Zifo is seeking a 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, and Life Science companies.

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.

Responsibilities

• Partner with Customer Success and Delivery teams in kick-starting engagement with new Customers, business areas, and products
• Understand Customer's tangible and intangible expectations and requirements, and ensure they are delivered by Zifo
• Manage 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 and business groups, and work with the Client Partner on the business plan for success
• Be the Zifo Champion for Requests for Proposals from Customers; work closely with Client Partners and/or own the response to RFPs, collaborating with cross-functional stakeholders from Zifo including Customer Success teams, Service Delivery Leadership, Product Partnership team, and Subject Matter Experts across geographies
• Identify and propose Value Adds, means to realize ROI for the Customer
• Be accountable for the successful business outcomes as part of the relationship between Zifo and Customer organization
• 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 is renewed as appropriate
• Be responsible for 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

• 2+ years of Customer Success Management / Account Management experience at a Software Services company or Product company, or 3+ years of consulting experience for Life Sciences
• Strong project management abilities, written and verbal communication skills, and presentation capabilities
• Detail-oriented with the ability to multitask at various levels; self-starter who can 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 who can build and nurture rapport with customers, drive them toward desired actions, and challenge them when appropriate

About Zifo

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 18 of the Top 20 Biopharma companies. We look for backgrounds in Science—Biotechnology, Pharmaceutical Technology, Biomedical Engineering, Microbiology, etc. We possess scientific and technical knowledge and bear professional and personal goals.

Benefits

• Competitive compensation package
• Accrued vacation
• Medical, dental, and vision insurance
• 401k with company matching
• Life insurance
• Flexible spending accounts