Customer Success Manager

Location: San Francisco, CA

**This role is not eligible for relocation assistance**

Background

Zifo is seeking a Customer Success Manager (CSM) to join our commercial team in the South San Francisco region. This position will be responsible for conducting account mining activities with Enterprise Pharmaceutical/Biotech/Life science companies.

Customer Success Manager Role Summary

We are looking for an individual who demonstrates strong commitment to proactive account management, maintains current revenue streams, consistently develops the revenue pipeline within the customer portfolio, and fosters successful, long-term partnerships with our clients.

Core Responsibilities

• Partner with Customer Success and Delivery teams in kick starting engagement with new Customers/business areas/products.
• Understand Customer’s tangible and intangible expectations, requirements and ensure they are delivered by Zifo
• Manage the Engagement with Customers and Zifo’s internal teams, in alignment with Zifo’s culture and values
• Partner with Service Delivery Management teams in Zifo to ensure transition of projects from Account Mining to Project execution
• Perform active Account Mining by expanding relationships beyond the current set of Customer contacts/business groups and work with the Client Partner on the business plan for success
• Be the Zifo Champion for Requests for Proposals from Customers; Work closely with Client Partners and/or own the response to RFP’s and work collaboratively with cross-functional stakeholders from Zifo including but not limited to Customer Success teams, Service Delivery Leadership, Product Partnership team, Subject Matter Experts etc., across geographies
• Identify and propose Value Adds, means to realize and ROI for the Customer
• Be accountable for the successful business outcomes as part of the relationship between Zifo and Customer organization
• Establish and nurture relationships with Customers, convert them to Zifo Champions and build rapport with multiple stakeholders within our customer portfolio
• Ensure Zifo’s ongoing business with Customers are renewed as appropriate
• Be responsible for Steering Committee meetings and presentations with Customer Leadership by working closely with Zifo’s Executive Leadership teams
• Provide insights into industry trends and share consultative inputs with Customers
• Proactively suggest best practices internally in Zifo and with Customer interactions in the spirit of ongoing improvements and excellence