Senior Customer Success Manager

Are you passionate about building relationships and engagement? Monocl is a rapidly growing SaaS business focused on life sciences and healthcare. We are now looking for a SeniorCustomer Success Manager to join our Customer Excellence team in Gothenburg. As a Senior Customer Success Manager, you will engage and build relationships with some of the world’s leading life sciences companies. Do you feel like you have the skills to help us transform an industry? Then we would love to get to know you better!

Monocl’s mission is to connect all stakeholders in life sciences and healthcare through software - thereby enabling our customers to target and engage the right opinion leaders, medical experts, and customers anywhere in the world. We are guided by a strong vertical focus on life sciences and healthcare, combined with a relentless drive to address great customer challenges. We truly believe that software eats the world.

What You’ll Do

As a Senior Customer Success Manger, you’ll be managing a strategic portfolio of biopharma and life sciences companies. You own ultimate responsibility for customers achieving their desired outcome, and are responsible for training, driving adoption and customer outcomes leading to renewals, expansion and advocacy across your customer portfolio.

Key responsibilities include:
· Create and maintain strategic partnerships while building an understanding of your clients’ business challenges and desired outcomes.
· Provide product training and strategic advice on core use-cases and product functionality, usage analytics and execute Business Reviews with senior executives
· Drive full utilization of licenses, high levels of product adoption, engagement and value delivery through Monocl’s products, all while providing an excellent customer experience
· Report on account health and progress towards realization of customer outcomes, and proactively build plans to address potential renewal risks in your customer portfolio
· Partner with our sales team; collaborate on account plans, renewal risk identification, potential account growth opportunities, and support successful renewal and account growth
Gather usage patterns, feature requests, and feedback then sharing these with our product team

Who you are

You have a genuine passion for building relationships and delivering an excellent customer experience and have a proven track record in a client-facing role. You thrive working independently with your customer portfolio as well as collaborating cross-functionally. Your ability to tailor tactics and value propositions based on individual customer needs is excellent, and you possess the ability to interface with senior executives.

What you’ll need:


· Bachelor or Master’s degree with a focus on life sciences or related area
· Track record in a client facing role with proven success driving engagement and with demonstrated commercial mindset, ideally combined background of post-sale and sales experience
· Experience successfully building senior level business relationships and facilitate conversations at all levels, including the C-suite
· Strong empathy for customers and a passion for building relationships and making customers successful
· Project management experience, effective at balancing competing needs and priorities
· Excellent communication skills that benefit you in understanding what a customer needs and adjusting thereafter.
· Previous experience from biopharma, healthcare, healthcare consulting or SaaS is highly meritorious


Monocl Offers:


- We care about our employee's health and offer 4000 SEK/year in personal wellness grant
- Career and learning development through the platform and our 'Learn Anything' fund
- We're a sociable team with yearly kickoffs to get together and have fun!


Who we are:


At Monocl we strongly believe in the strength of diversity and welcome applicants from all backgrounds. Here you will join an ambitious and international working environment with colleagues that push each other to the next level. You will enjoy a range of benefits and be equipped with great hardware for the job.


How do I apply?


This position will remain open as long as this ad remains on our website. When submitting your application, make sure to highlight and demonstrate past relevant achievements that you are proud of and make sure to include relevant references. We continuously look through applications. The applicants that best match our requirements will be contacted for a phone interview before a follow-up interview at our office. For questions (not applications) regarding the role, feel free to contact our Talent Acquisition Manager, Arsaman Bahrami, at arsaman.bahrami@monocl.com.