EMEA Customer Success Manager
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Vodori is in search of a dynamic, results-driven, and passionate Customer Success Manager (CSM) to join our team! The ideal candidate has a proven track record of building lasting relationships with customers, ensuring they achieve their desired outcomes while maximizing the value of the solutions they have purchased. You thrive in a fast-paced environment and are adept at problem-solving, with a natural ability to understand customer needs, anticipate challenges, and deliver proactive solutions.
The Customer Success Manager is the face of Vodori to our key customer contacts. The CSM is responsible for driving product adoption and creating success plans that align our solutions with the customer's business goals. You will engage customers in regular metrics reviews to ensure they are meeting their objectives and continuously getting value from our offerings. Your work will be proactive in identifying potential risks or obstacles to their success and addressing them before they become renewal issues. By leveraging adoption data and customer feedback, you'll create tailored plans that foster product stickiness, increase retention, and enable growth. Each day will challenge you to innovate and refine approaches to help customers achieve maximum success with our products.
In this role, you'll collaborate closely with several teams to ensure the customer's success. You'll work with Account Management to identify upsell and expansion opportunities, partner with Product to relay customer feedback and influence the product roadmap, and engage with Professional Services to optimize customer configuration and resolve issues quickly and efficiently. Your role is essential in fostering a cross-functional approach to our customer's success, ensuring that we deliver seamless, high-quality experiences to our customers across the EMEA region.
This is an ideal opportunity for a proactive, customer-focused professional who thrives on delivering measurable success and building lasting relationships.
This position is on the Customer Success team and reports to the Director of Customer Success.
Who is Vodori?
Vodori is a SaaS technology company building robust, cloud-based software for life science companies. With strategic partnerships with industry leaders like IQVIA, a robust direct sales model, and a customer base of over 100 diversified life sciences leaders, we are looking for a proactive problem-solver with strong relationship-building skills, who excels at driving customer retention and growth.
Is Vodori the right company for you?
We may be, if you are looking for:
- a company where the work you do every day makes a difference-a difference for our customers, our growing business and your career;
- a company whose mission is to transform lives by empowering life sciences companies to bring their vital drugs, vaccines, medical devices and diagnostic solutions to market faster;
- a company whose culture embraces putting the customer first, being bold and pursuing the unexpected, supporting the team, aspiring to excellence, moving, thinking and acting swiftly and keeping things simple; and
- a company that embodies its heritage where respect, trust, transparency and humility are ever present
Are you the right candidate for Vodori?
You may be if you have:
- 4-7 years of experience in a customer-facing SaaS role such as consulting, account management or customer success.
- Strong interpersonal and communication skills, able to build relationships with a variety of stakeholders.
- Ability to manage multiple accounts and tasks simultaneously, prioritizing effectively.
- Results-oriented, with a focus on customer satisfaction, retention, and growth.
- A proactive approach to problem-solving and conflict resolution.
- Knowledge of sales enablement, workflow automation, or BPM software
- Life sciences industry experience and knowledge of software validation or MLR/PRC review is a plus
- Experience with tools similar to Hubspot, PandaDoc and ChurnZero
You must also be able to:
- Serve as the primary point of contact for your customers in the EMEA region, ensuring they are getting the most value from our solutions.
- Develop and execute success plans with clear metrics to track customer progress and ROI.
- Conduct regular metrics reviews with customers to assess product adoption and ensure alignment with business goals.
- Proactively identify growth and upsell opportunities to maximize customer value.
- Monitor customer health metrics and drive engagement strategies to prevent churn.
- Create and negotiate renewal proposals with customers.
- Collaborate with internal teams to escalate and resolve customer issues.
- Provide customer feedback to Product and Engineering teams to influence product development.
- Maintain accurate and up-to-date customer records, tracking key account metrics and action plans.
If selected, what will we provide to you?
We offer an attractive Total Rewards package that includes:
- Competitive salary
- Company bonus scheme or commission plan
- Stock options (that's right, every employee owns a piece of Vodori)
- Pension scheme with company contributions
- Flexible and remote working options
- Unlimited holiday (Yes, really!)
- Employee recognition programmes
Vodori is an Equal Opportunity Employer. We do not discriminate on the basis of age, ancestry, color, gender, gender expression, gender identity, genetic information, marital status, national origin or citizenship (including language use restrictions), denial of family and medical care leave, disability (mental and physical), including HIV and AIDS, medical condition (including cancer and genetic characteristics), race, religious creed (including religious dress and grooming practices), sex, (including pregnancy, childbirth, breastfeeding, and medical conditions related to pregnancy, child birth or breastfeeding), sexual orientation, military or veteran status, or other status protected by federal, state and/or local laws.