Customer Success Executive, France - Lyon, France - SOPHiA GENETICS

SOPHiA GENETICS
SOPHiA GENETICS
Entreprise vérifiée
Lyon, France

il y a 2 semaines

Sophie Dupont

Posté par:

Sophie Dupont

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Description
We believe there is a smarter, more data-driven way to make decisions in healthcare.

We spend our time enabling healthcare professionals and now we're looking for someone to help enable one of our most critical assets - _Our Sales Team_.

Join us as our new
Customer Success Executive, France**
_ Our Mission_


Combining deep expertise in life sciences and mathematical modeling, we bring to market data analytics solutions to support healthcare professionals in better diagnosing and treating patients.

Our mission is to provide equal access to knowledge and capabilities by democratizing data-driven medicine.

We are unlocking data silos and leveraging artificial intelligence (AI) to draw insights from complex data sets to improve diagnosis, treatment, analysis, and drug development.


The
Customer Success Executive is responsible of the account and his/her first responsibility is to ensure customer success and satisfaction to drive revenues and sustain customer retention and loyalty.

The Customer Success Executive is responsible to develop a relationship of trust and transparency with the customer, build relationships with executive decision-makers, evaluate and analyze customer needs to develop further the business.


The Customer Success Executive is also responsible to manage contracts and tender renewal, anticipate issues and identify opportunities for upselling to ensure growth potential in the assigned accounts.


Working cross-functionally with Sales SMEs, Support, Product management, Supply chain and Quality team members, the Customer Success Executive is responsible to foster a strong sense of community, information sharing and customer-centric mindset to provide the customers with the best experience and promote customer loyalty.


The Customer Success Executive is a customer's advocate and is responsible for ensuring customer feedback is heard and acted upon.

The Customer Success Executive is also responsible to provide strategic and competitive feedback to R&D and Product Development teams to continuously grow our solution portfolio.


Main Responsibilities:


  • Manage the account through frequent contact with the customers/channels (users, decision makers, influencers). Create engagement strategies with customers/distributors to develop a professional relationship understanding the customer needs and translating in business opportunities
  • Build a trust relationship with the customer/channel, through a consultative approach, acting transparently, providing value and creating a virtuous circle that ensures mutual success
  • Update the company CRM on a weekly basis and provide up to date report to the Customer Success Manager
  • Bring the voice of the customers in the company and manage the challenge to mediate between the customer's requests and the company's vision
  • Support and coordinate requests for customers contact from colleagues to get information on market and product trends
  • Conduct regular Internal Business Reviews, Quarterly Business Reviews and Customer Business Reviews to maintain effective collaboration and delivery of strategic goals on key accounts
  • Ensure a smooth handover from Sales and SME to support the Implementation team
  • Willingness to travel minimum 50% of time to visit clients/distributors
  • Take customers/channels through the shortest path to value so that they can get some return on investment as soon as possible and start generate revenues
  • Responsible to reach or better exceed the revenue target. Forecast accurately and ensure a great sales pipeline management
  • Keep track of contract expiration dates and proactively follow up with customers/channels to renew the contracts keeping out the competitors and conduct end to end assessments of renewal opportunity to deliver maximized value year on year
  • Understand customers & channels needs, identify opportunities for upselling or to provide additional services and immediately engage the sales responsible of the account/territory
  • Constant monitoring of the customer usage in order to react to a decrease in the usage and work with the customer/channel to maintain or better increase the revenue generations
  • Ensure to drive organic adoption of the Platform thanks to an outstanding user experience, maximizing gross revenue growth year on year

Requirements:


  • Bachelor degree in Biology, Biotechnology, Pharmacology. PhD and/or MBA are a plus
  • Minimum 2 years of experience in sales or SME position or Product Specialist or Business Development
  • Good experience in customer management (minimum 1 year)
  • Able to communicate effectively with customers, team members and stakeholders
  • Active listening
  • Able to build strong relationships with customers and stakeholders
  • Able to gain customers' trust and loyalty
  • Customer centric mindset
  • Ability to work under tight timeline and deliver on time
  • Strong decisionmaking skill and ability to weigh pros and cons, consider risks and make the best choice for
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