Customer Success Manager

Transform billions of patients’ lives through technology, data and cutting-edge ways of working. You’re disruptive, decisive and transformative. Someone who’s excited to use technology to improve patients’ health. We’re building a new healthtech business – Evinova, a fully-owned subsidiary of AstraZeneca Group.

Evinova delivers market-leading digital health solutions that are science-based, evidence-led and human experience-driven. Smart risks and quick decisions come together to accelerate innovation across the life sciences sector. Be part of a diverse team that pushes the boundaries of science by digitally empowering a deeper understanding of the patients we’re helping. Launch game-changing digital solutions that improve the patient experience and deliver better health outcomes. Together, we have the opportunity to combine deep scientific expertise with digital and artificial intelligence to serve the wider healthcare community and create new standards across the sector.

Customer Experience is a crucial to Evinova success, and we are building our technology, processes and culture on ensuring maximum value realization for customers, anchored in “lovable” on-boarding journeys for new customers and world-class, leading-edge customer service and support for existing customers.  Our Customer Success Manager will play a pivitol role as the responsible lead for building strong, enduring relationships with our customers; enhancing their overall experience with the company.  Working in close collaboration with Commercial, Product, Delivery and Engineering teams, the role will serve as a bridge between the customer and Evinova and is focused on ensuring our customers are happy, successful and can demonstrably  measure the value from our products.

 WHAT THE ROLE INVOLVES

This position offers the opportunity to lead, innovate, and make a significant impact on our ability to differentiate the Evinova customer experience.

Customer Relationships: As a key contact point with our global customers, you will need to build long-term relationships with a variety of customer contacts and cultures, providing personalized support and addressing any issues or concerns.

Customer Support: You’ll work closely with Product, Delivery and Engineering teams to ensure customer problems are resolved quickly and efficiently; acting as the escalation point for service support processes and as an advocate ensuring feedback is contextulised and prioritised with Product teams.  You’ll keep customers informed of new features and updates with the products.

Customer Innovation: You’ll develop and implement strategies to engage customers proactively, identifying opprtunities to introduce additional product lines, improve operational processes and pre-empt requests

Customer Success: You’ll analyse customer data and service health to identify trends , patterns and areas for improvement and implement in collaboration with Evinova teams to ensure customers are using the products to full potential and are realising the value and ROI.  You’ll work with customers to build a value framework which you will use to help build and communicate success stories.  You are a key part to customer retention.

Customer Insight: You’ll advocate our customers internally, providing insight & reports to inform on customer satisfaction, health and key improvements.   You’ll identify opportunities for growth, anticipate market trends and understand how our product roadmaps will change our Services and know how to position these effectively with our customers

SKILLS AND CAPABILITIES NEEDED

• Extensive experience in a customer success, customer service, delivery or account management role within a SaaS company within the healthcare industry.
• A deep understanding of both business to business (B2B) and business to consumer (B2C) delivery models to meet the needs of diverse stakeholders across the clinical development and healthcare ecosystem.
• Experience of working with and knowledge of digital health regulations and compliance (e.g. GxP, SaMD)
• An exceptional customer-centric mindset and a passion for service
• Excellent verbal and written communications, including the ability to explain technical concepts and practices to non-specialist audiences
• A proven track record of exceeding customer satisfaction and retention goals
• A strategic mindset to identify opportunities for growth, anticipate market trends, understand how our product roadmaps will change our Services and know how to position these effectively with our customers.
• Strong problem-solving and analytical abilities
• Experience working in a global organization with multi-partners, stakeholders and team members, spread out in a diverse culture environment
• Ability to manage multiple accounts and projects simultataneously across multiple geographies
• Ability to manage multiple internal stakeholders to drive delivery across multiple georaphies and cultures
• Experience of managing and building partnerships with  third party supplier
• Technical accumen; the abiliy to understand the Evinova products suite and use digital methods for reporting  (e.g. Service Cloud, Power BI, key anlaytical programs)
• A proven track record of commercial accumen in helping customers with value realisation for products or services with proven ability and experience in building ROI models, communicating value realisation.