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Customer Success Manager – West Coast


This is a Full-time position in Atlanta, GA posted March 27, 2021.

As a Customer Success Manager you will help customers realize their vision and achieve their goals. You will serve as an influencer within the organization as you faciliate cross functional efforts as a contributing member of a high performing team to satisfy customers’ needs and demands.

Phlexglobal is a specialist provider of technology-enabled, Trial Master File (TMF & eTMF) document management solutions and other support services to the global clinical research market. Our purpose is to ensure great research improves the lives of people by providing world class TMF solutions.

We have a fantastic opportunity for a Customer Success Manager to join us at an exciting time as we continue to expand our business as a specialist provider of Trial Master File document management solutions to the global clinical research industry.

Customer Success Managers are pivotal in ensuring Phlexglobal builds, fosters and develops strong relationships with customers built on delivering exceptional expertise, quality and value. You will be expected to lead and build relationships with senior stakeholders, subject matter experts, and business process owners at multiple levels throughout Phlexglobal and within the customer landscape. You will drive increased cross-sell, up-sell, and renewal revenue, along with strong NPS scores.??

The ideal candidate must be a flexible, multi-tasker who enjoys a fast paced and challenging work environment. This is a direct position with Phlexglobal. Remote based candidates on the west coast are highly encouraged.

Key Activities

  • Accountable for ensuring we deliver on our contractual promises, servicing the customer effectively whilst meeting our performance targets (scope, time, cost and quality).

  • Accountable for execution of project schedule working with internal project team on milestones which enable successful delivery to the above performance targets.

  • Accountable for ensuring customer remains satisfied throughout relationship as projects are successfully delivered with responsibility shared across the functional Phlexglobal teams.

  • Accountable for accurate Project Health updates which are used to manage Senior Leadership’s expectations.

  • Accountable for monitoring customer’s communications through structured interactions including risks and issues, taking ownership of minimizing risks and closing out issues promptly and satisfactory.

  • Accountable for coordinating internal project team communications including management of risks and issues whilst ensuring minimal impact to customer.

  • Accountable for customer governance process ensuring stakeholder’s needs are understood and met through Business as Usual and/or Strategic Effectiveness Meetings.

  • Accountable for timely responses to assigned support tickets and change control tasks.

  • Responsible for ongoing collection and analysis of data and feedback and turning this into strategies for continuous process improvement.? Responsible for managing own billable time and that billed to the customer to ensure invoices are created accurately.
  • Responsible for tracking financial performance against contract and active management of any over or under spend with the customer whilst looping in Business Development.
  • Continues to explore the customer landscape looking for additional opportunities for services (upsells and cross sells) to be offered whilst looping in Business Development.
  • Accountable and a contributor to customer and project start up documents as per Phlexglobal SOPs.
  • Actively participates in the wider Customer Success Team, sharing and re-applying skills and knowledge and bringing in best practice.
  • Coaching and Mentoring newer members to the Customer Success Team as competencies allow.

Job Requirements:

To succeed in this role, you will be customer centric, seeking to understand and advocate for the customers’ needs. 

  • Proven track record of working in a customer facing role 

  • Experience working with cross-functional teams (customer and internally) 

  • Ability to manage influence through persuasion, negotiation, and consensus building 

  • Flexible approach, able to operate effectively with uncertainty and change 

  • Driven, self-motivated, enthusiastic and with a “can do” attitude 

  • Have, or be willing to become proficient in Phlexglobal’s product to confidently troubleshoot and support customers  
  • Demonstrated desire for continuous learning and improvement? 
  • Excellent communication and presentation skills? 
  • Preferably educated to degree level.? Relevant industry experience will be considered. 
  • Ability to?travel to customer meetings and be flexible working across time zones 

Why Work for Phlexglobal? 

We offer challenging careers, projects, great benefits and a comprehensive and competitive rewards package, including great training and personalized career development opportunities. 

Our benefits typically include a competitive base salary and generous annual leave. We also provide 401k, medical, dental and vision insurance and life insurance. 

Your career and personal development are important to us. We provide you with all the training you need to develop the knowledge and skills to be successful at work. We also provide personalized learning and development plans, and regular performance reviews to enable you to achieve your career development goals. 

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