Customer Success Manager

Job Summary

We are seeking an experienced R&D Informatics / R&D IT expert with a deep understanding of life sciences AND software engineering, and a highly innovative mindset to join our dynamic and fast-growing team. The successful candidate will be part of the cross-functional Customer Solutioning team and will play a critical role in driving sales and solutioning by understanding client pain points, thinking like the customer, and crafting technical solutions to solve customer problems. This individual will collaborate closely with our client, our US based R&D informatics SME, and our sales and delivery teams to create innovative solutions, deliver impactful pitches, and identify opportunities for up-selling, and cross-selling.

Key Roles and Responsibilities:

• Collaborate with internal stakeholders to help develop custom R&D informatics solutions.
• Work with US based SME to manage the transition to solution development, pitching, to contract signing and project handover to delivery stakeholders, ensuring a smooth customer journey throughout the process.
• Identify and propose strategic growth opportunities to expand business with existing customers and initiate entry into new customer accounts.
• Prepare custom pitch decks to outline potential solutions and service offerings for use by Sales with customers.
• Help draft formal proposals and response to RFPs that reflect the organization's expertise and ensure alignment across various internal stakeholders for cohesive solutions during proposal development.
• Participate in bid defenses by collaborating with teams, presenting solutions, and addressing client queries.
• Support the sales team by developing training materials, sales packages, and presentations for R&D offerings.
• Participate in meetings to align with business unit priorities and project updates.

REQUIRED SKILLS:

• Master's degree in Life Sciences, Informatics, Computer Science, or a related field; PhD preferred.
• 10+ years of experience in R&D Informatics within the biotech or pharmaceutical industry.
• Proven experience in solution development, proposal writing, and bid defense for R&D-related projects.
• Strong project management skills with experience in SoW/WO development and project handover.
• Excellent communication and collaboration skills to work effectively across cross-functional teams.
• Marketing and sales support experience, including content creation and campaign design.
• Familiarity with SharePoint and knowledge management tools.
• Strong strategic thinking and problem-solving abilities.
• Experience in pre-sales, solutioning, or a similar role, with a track record of developing and presenting compelling proposals and pitches that have resulted in successful sales.
• Knowledge of sales methodologies and strategies is beneficial.
• Proven ability to build and maintain strong relationships with clients at various levels, from technical staff to executives. Experience in managing client expectations and ensuring client satisfaction.

• Cross-functional Collaboration:

  Ability to work effectively with different teams within the organization (e.g., delivery, product, marketing) to ensure alignment and coordination in the sales process.