Principal Customer Success Manager

About our Company:

Medidata is powering smarter treatments and healthier people through digital solutions to support clinical trials. Celebrating 25 years of ground-breaking technological innovation across more than 36,000 trials and 11 million patients, Medidata offers industry-leading expertise, analytics-powered insights, and one of the largest clinical trial data sets in the industry. More than 1 million users trust Medidata’s seamless, end-to-end platform to improve patient experiences, accelerate clinical breakthroughs, and bring therapies to market faster. Discover more at www.medidata.com.

About the Team:

The Medidata CS3 team is reimagining how we partner with our customers. This role will be a key customer leadership role as we streamline and optimize how we engage with customers. As the lead customer facing role for CS3, you ensure they maximize their value with Medidata solutions while achieving stated business goals.

Responsibilities:

• Understand your customers and what makes them tick: Make sure customers love Medidata and get the most out of it.
• Know their goals and Strategy: Be curious. Figure out what customers want to achieve and help them get there using Medidata.
• Be the Control Tower and Connect people: Be the go-between for customers and Medidata teams (sales, product, etc.).
• Plan it out: Work with sales to create plans to help customers succeed.
• Sell more stuff: Spot opportunities to get customers to use more Medidata products.
• Keep track of things: Set up ways to make sure everyone is on the same page and things are running smoothly.
• Understand the game: Get how things work in the business world, including politics and competition.
• Get people using the product: Through expertise in Mediata’s product drive product usage by figuring out what matters to the customer.
• Tell a story with data: Turn information into useful insights and recommendations.
• Use AI! Figure out how to use Medidata’s “AI Everywhere” strategy to solve problems.
• Speak for the customer: Give feedback to internal teams to help make Medidata better.
• Define and own Partnership Success:
  • You will craft joint customer success plans that include agreed upon scope, goals, timelines, customers, success metrics and build plans to overcome barriers to customer advocacy, expansion and/or retention
  • Report out partnership progress, health and risks to the Medidata executive leadership team using quantitative and qualitative inputs.
• Product & Design Best Practices: Facilitate workshops with customers on industry best practices, including governance, trial design, adoption and platform evolution and maturity
• Customer Engagement: Facilitate Executive Business Reviews with Customer decision makers and Medidata executive sponsors, where we share back value realised, celebrate shared successes, and course correct where vital.
• Voice of the Customer: Influence Medidata’s future by bringing the voice of the customer to our customer engagement model and product strategy; contribute to providing portfolio-wide themes of customer sentiment
• Contribute to Medidata Customer Assets: Using success stories from your customers, provide real-world examples of how Medidata has helped customers achieve specific, measurable results via case studies, reference libraries and thought leadership activities (conferences, white papers etc.)

Additional details and activities by customer journey stage can be found here.

Qualifications:

• Solve problems: Be good at figuring things out and having a plan.
• Get people to agree: Be able to work with different teams and get everyone on board.
• Move fast: Get things done quickly and be able to change gears when needed.
• Balance things: Keep both the customer and Medidata happy.
• Talk and write well: Be able to communicate clearly.
• Know business: Understand how things work in a business environment, especially SaaS.
• Make decisions: Be able to make choices even when things aren’t clear.
• Track progress: Know how to set goals and measure if you’re reaching them.
• Look professional: Have a good “executive presence.”
• Listen and think: Be a good listener and problem-solver.
• Work with Passion: Care about your work and take ownership.
• Life sciences experience: Ideally, you’ve worked in the medical or life sciences field.
• Lots of experience: Highly experienced and proven professional within the Customer Success field, including extensive time in customer-facing capacities such as Customer Success, Sales, or Services.
• Software knowledge: Knowing about clinical trial software is a plus.
• A degree: You need a bachelor’s degree, or equivalent experience
• Be ready to travel: Be willing to travel up to 30% of the time.
• Extra education is a bonus: An MBA or similar is helpful.

Base pay is one part of the Total Rewards that Medidata provides to compensate and recognize employees for their work. Most sales positions are eligible for a commission on the terms of applicable plan documents, and many of Medidata’s non-sales positions are eligible for annual bonuses. Medidata believes that benefits should connect you to the support you need when it matters most and provides best-in-class benefits, including medical, dental, life and disability insurance; a generous pension; and 25+ paid holidays per year.

Location: Hybrid

Medidata follows a hybrid office policy in which employees who are hired for an in-person position are expected to work on site a certain number of days per week in accordance with Company policy.

#LI-Hybrid

Note: Please be on the lookout for job scams. Medidata recruiters will never ask applicants for monetary compensation, credit card, or banking details.

Inclusion Statement

As a game-changer in sustainable technology and innovation, Medidata, a Dassault Systèmes company, is striving to build more inclusive teams across the globe. We believe that our people are our number one asset and we want all employees to feel empowered to bring their whole selves to work every day. It is our goal that our people feel a sense of pride and a passion for belonging. As a company leading change, it’s our responsibility to foster opportunities for all people to participate in a harmonized Workforce of the Future.

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