Customer Success Manager Job at Controlant
Our Winning Aspiration is to be the leading platform for digitalization, automation, and transformation of the pharma supply chain. We innovate for a better world.
The main purpose for the role of Customer Success Manager (CSM) is to deliver and grow value for the customer. The customer is a recognized Top30 Pharma company, that is ready to digitize and transform their supply chains.
The foundation for Customer Success (CS) is to ensure we deliver an exceptional customer experience with high customer satisfaction, that we develop and maintain strategic customer relationships, and that we drive adoption to deliver the targeted revenue and customer value.
Building on that foundation, the CSM is responsible for the continuous development of the customer, leading, driving and supporting the customer on the Customer Journey through the 4 phases. This includes retention of existing contracts, identifying new and additional value for the customer, penetrating additional products and segments with the customer – growing and realizing full value and revenue potential for the customer.
The CSM works cross functionally with Sales Operations, Business Development, Sales, Marketing and Operations to drive innovation and development of our products and solutions.
Key Responsibilities
- Take leadership/ownership of the customer engagement on behalf of Controlant – through the customer journey from initial Implementation through to full value and revenue realization, growth, adoption, and expansion.
- Responsible for overall customer satisfaction, success, retention, and growth
- Function as the voice of the customer within Controlant
- Partner with customers to develop strategies to ensure best use of our products and solutions to help them achieve maximum value
- Lead complex customer development plans across digitization, automation, and transformation of pharma supply chains
- Ensure a high-quality Account Plan is in place for the customer
- Develop and maintain a broad and deep understanding of the customer’s business as well as their supply chain, quality, and digitization strategy
- ·Build trusted advisor relationships at multiple levels across the customer organization
- Facilitate Quarterly Business Reviews with the customer
- Identify any risk and work proactively to eliminate that risk
- Report and escalate to management as needed
- Maintain deep understanding of Controlant’s technology and service capabilities
Skills, Knowledge and Expertise
- Ideally 3-5 years’ experience in Key Account Management of multi-million-dollar service/SaaS contracts, with innovative, consultative business opportunities and growth plans
- Strong understanding of Pharma Supply Chains
- Ideally an understanding of the procurement process of solutions from the Supply Chain Industry
- Strong relationship builder, with the ability to engage both strategically and operationally within customer organizations - from supply chain operations and service employees to VPs/SVPs/etc. within Finance, Quality and Procurement.
- Naturally curious to learn and develop.
- Highly driven, resilient and results focused – yet humble and collaborative
- Ability to be strategic, but still roll up your sleeves to accomplish what needs to be done
- Excellent communication end engagement skills, and excellent spoken and written English
- Share our values and character model.
About Controlant
Controlant is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people of all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, citizenship, disability, pregnancy status, veteran status, or any other differences. Also, if you have a disability, please let us know if there's any way we can make the interview process better for you; we're happy to accommodate.
Controlant’s mission is to deliver value across the end-to-end supply chain by dramatically increasing the visibility of product flow and condition quality while minimizing waste through a completely new category of automated Cold Chain as a Service® solutions.
Using our IoT, cloud-enabled platform analytics, API connectivity, and cost-reducing operational services, customers are achieving an annualized ROI and millions in savings, reducing material losses, and enhancing the reliability of their operations. Controlant is empowering Fortune 500s, global enterprises, and their supply chain logistics stakeholders to achieve greater efficiency by automating supply chains and business processes and optimizing communication through technology.
Using our IoT, cloud-enabled platform analytics, API connectivity, and cost-reducing operational services, customers are achieving an annualized ROI and millions in savings, reducing material losses, and enhancing the reliability of their operations. Controlant is empowering Fortune 500s, global enterprises, and their supply chain logistics stakeholders to achieve greater efficiency by automating supply chains and business processes and optimizing communication through technology.
Working at Controlant
We are a team of professionals working actively on the development of Controlant’s hardware and software, directly contributing to the success of our company. Development takes place in autonomous and interdisciplinary product teams building solutions following Agile development methodologies and relying on modern application lifecycle management systems. We offer support for professional and personal development, flexible working hours, and a friendly working environment in dynamic and highly motivated teams.
"I love working at Controlant! The work is diverse, fun and challenging and the most important thing, the people of Controlant are kind, hard workers and always willing to help."
– Margrét S. Kristjánsdóttir, Software Developer at Controlant
– Margrét S. Kristjánsdóttir, Software Developer at Controlant
Who We Are
At Controlant, we’re improving patient and consumer safety and reducing waste in the global supply chain. We’re building innovative cloud and IoT technologies that help businesses in the life sciences and food sectors gain more efficiency, deliver quality products at all levels of the cold chain, minimize global waste, and have a positive environmental impact.
At Controlant, we’re improving patient and consumer safety and reducing waste in the global supply chain. We’re building innovative cloud and IoT technologies that help businesses in the life sciences and food sectors gain more efficiency, deliver quality products at all levels of the cold chain, minimize global waste, and have a positive environmental impact.
What We Value
Creativity: We believe in fostering creativity and innovation.
Transparency: We believe in transparency in our work and with our customers.
Excellence: We believe in high quality and setting the standard for excellence.
Fun: We believe in making work enjoyable; it keeps us coming back.
Our Winning Aspiration is to be the leading platform for digitalization, automation, and transformation of the pharma supply chain. We innovate for a better world.
Application Deadline
June 03, 2023
Department
Commercial
Employment Type
Full Time
Location
New Jersey
Workplace type
Hybrid
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