It's not every day we have a chance to make the world a healthier place—but here, it’s our way of life. Idealistic? Maybe. Deeply pragmatic? Always. Real Chemistry is a global health innovation company that has carved out its space at the intersection between healthcare, marketing and communications, tech, and the people at the heart of it all. It’s with a great sense of purpose that we work together with brave health and wellness companies to create and inspire healthier, happier, and longer lives. It’s our passion. And if you’re still reading, we’re guessing it might be yours too. We are looking to add to our alchemic mix of more than 2,000 talented professionals. At Real Chemistry, we don’t just wish the world was healthier. We leverage tech, data and creativity to make it so. You in?

We are adding an exciting new role to our team and seeking a Customer Success Manager to focus on our Symplur business. As a Customer Success Manager, you will work closely with customers to understand their business goals and objectives and advise them on the optimal ways to achieve them.

About Symplur

Symplur, part of Real Chemistry (www.symplur.com), is a cloud-based system of insight that transforms social footprint and digital body language into actionable intelligence for the healthcare and life sciences industry. By uncovering the most influential voices in every therapeutic area and combining them with professional and real world data, we provide a better way to turn conversations into meaningful content to engage patient communities, health care providers and opinion influencers. Our SaaS platform leverages a pre-built taxonomy of 35,000 healthcare topics, billions of tweets and millions of scored key opinion leaders, making us the leading authority in digital intelligence for healthcare. There’s a simpler way to connect healthcare data. And we’ll show you how.

Who You Are

You are curious, creative, energetic, self-driven, and a passionate advocate for your customers. You understand the customer, their use cases and know how to be a trusted advisor so your customers can thrive. The successful candidate will demonstrate a deep and thorough knowledge of their customers and our products, self-managing their time and assuring focus is always given to the areas of greatest need and influence in order to drive engagement and adoption through all stages of the customer life cycle.

All employees are currently working remote; once our offices re-open, this position can be in one of our offices, including New York City, Boston, Chicago, Austin, Philadelphia, San Francisco, Florham Park, NJ or can be fully remote.

Responsibilities

• Proactively foster and manage the success of a portfolio of assigned customers

• Support customers through the Symplur Customer Journey: from onboarding through adoption, renewal, and growth to drive long-term success and value

• Become each customer’s trusted advisor; identify and nurture key customer champions, coach customers on Symplur best practices, and advocate internally for customer needs

• Communicate consistently and proactively with customers to address their needs; drive adoption of Symplur’s product features with a focus on delivering customer value and achieving the customer’s business outcomes

• Intake customer service requests, product inquiries and system errors; resolve when possible or escalate to the appropriate delivery teams for next level activities

• Proactively leverage customer data to provide clear, informative and relevant information to drive engagement, satisfaction, and retention

• Remain up to date on Symplur’s product features and recommend features and use cases that may enhance customers’ experience with Symplur products and services

• Monitor customers’ usage, health metrics and KPIs to create and maintain Customer Success Plans as well as building and conducting Quarterly Business Reviews

• Identify key customer needs as well as renewal and expansion opportunities, translate them to internal tasks, and execute

• Participate in efforts to drive process improvement and support continuous learning

• Develop strong relationships and collaborate with your team of Customer Success Managers, Account Executives, Sales Executives and the Head of Customer Success to ensure customers have an optimal experience and achieve their desired outcomes

• Proactively identify and escalate at-risk customers and ensure internal visibility to CS leadership by providing regular updates, status and next steps on a regular cadence

Qualifications and Experience

• 3+ years of Customer Success Management/Account Management experience in a healthcare or research setting, previous SaaS experience strongly preferred

• Data-driven thinker with experience analyzing and synthesizing information and then leveraging that insight to drive customer engagement, actions, and improvements

• Passion to exceed customer expectations and deliver world-class service

• Emotional intelligence: the ability to actively listen as well as recognize unspoken communication, handling it judiciously & empathetically to motivate positive outcomes

• Strong executive presence to communicate effectively with a wide range of internal and customer stakeholders through clear, informed, and relevant communications

• Proven success across project management, process improvement, and service excellence

• Exceptional troubleshooting and problem-solving skills, including a proven history of rapidly learning complex processes and technologies

• Outstanding time management skills, including the ability to manage multiple projects simultaneously, prioritize effectively, and meet deadlines

• Excellent meeting management and facilitation skills, including the ability to speak with authority and lead meetings to favorable results

• Prior start-up experience helpful: enthusiasm and ability to excel independently in a fast-paced, evolving, and ambiguous environment with a “get it done” attitude

• High degree of proficiency in CRM and modern SaaS CS tools