Job Vacancy
Customer Success Manager
Aridhia provides a cloud platform designed for health data science and clinical research. At the core, Aridhia’s Digital Research Environment (DRE) and Trusted Research Environment (TRE) provide secure, scalable analytical Workspaces and FAIR Data Services to allow distributed, multi-disciplinary research teams to share data and collaborate.
We're looking for a talented and people-oriented Customer Success Manager to lead the technical implementation of Aridhia DRE/TRE services and customer adoption. Our CSMs focus on building strong relationships with customers, understanding their unique needs, and helping them get the most value out of the Aridhia platform. You’ll facilitate onboarding, platform delivery, and ensure excellent ongoing support for customers. Additionally, you will act as advocates within the company, gathering feedback and advocating for product improvements based on customer input.
This is a role for a Customer Success Manager with strong technical and communication skills that loves to continuously develop and share their knowledge and skills. We work with world class clients at the forefront of modern healthcare innovation and have core values to be forward thinking, put people first, work in the open, always adapt, and be steadfastly determined to deliver quality work.
What you’ll be doing
- Managing the end-to-end customer experience from onboarding, implementation, and wider adoption.
- Building strong long-term relationships with customers to foster retention and growth, understanding their needs and goals, and finding solutions to their challenges and pain points.
- Developing a deep understanding of our product and customers, how they use it, and how it can be utilised to help them succeed.
- Proactively supporting customers by anticipating their needs, addressing issues promptly, and providing guidance and best practices.
- Working closely with clients and technical teams to successfully plan and coordinate the delivery of our product and services including customisations and integrations that help clients achieve their goals.
- Contributing to the technical design and documentation for customer solutions and project deliverables.
- Motivating teams to deliver our products and services, solve challenges, and work together by leading with respect, positivity, and accountability.
- Identifying and proactively managing risks and issues, appropriately escalating issues where needed for support.
- Monitoring customer health, revenue, costs, and upsell opportunities.
- Being an advocate for our products as well as identifying and championing features that could benefit our customers and end users.
- Some travel to in-person meetings and client premises will be required.
Working Hours
- Monday to Friday
- Start time: between 08:00 and 10:00
- Finish time: between 16:00 and 18:30
What you’ll bring
Essential
- 5+ years experience in a similar customer success or account management customer-facing role in software/SaaS.
- Well-developed and effective relationship management skills for building long-term relationships and managing customer expectations.
- Understanding of software development lifecycle processes and tools and knowledgeable of cloud/SaaS technologies (Azure, AWS, GCP).
- Strong skills in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning.
- Ability to grasp a deep technical understanding of Aridhia offerings and product architecture.
- Track record of successfully managing technical projects, setting priorities, and collaborating with cross-functional teams.
- Excellent communication skills and the ability to build strong working relationships with colleagues and clients.
- Ability to work independently and flexibly to get the job done.
- Excellent client-facing skills including delivering presentations, interpreting requirements, and articulating proposed solutions.
- Proactive approach and comfortable working in a fast-paced and evolving field.
Desirable Qualifications/Skills
- Degree in an analytical or scientific field (e.g., technology, engineering, medical, life sciences, etc).
- Experience in the healthcare domain, clinical research, or academia.
- Financial acumen and commercial awareness with the ability to identify potential upsell opportunities.
- An understanding or experience working with programming and statistical languages (e.g., Python, R, Julia, etc).
- Professional qualifications and/or technical certifications.
