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Customer Success Manager

PHLEXGLOBAL POLAND SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ

  • Lublin

    Lublin
  • offer expired 2 months ago
  • contract of employment
  • full-time
  • team manager
  • remote recruitment

Your responsibilities

  • Accountable for ensuring we deliver on our contractual promises, servicing the client effectively whilst meeting our performance targets (scope, time, cost and quality).

  • Accountable for execution of project schedule working with internal project team on milestones which enable successful delivery to the above performance targets.

  • Accountable for monitoring client’s communications through structured interactions including risks and issues, taking ownership of minimising risk and closing out issues promptly and satisfactory.

  • Accountable for co-ordination internal project team communications including management of risks and issues whilst ensuring minimal impact to client.

  • Accountable for client governance process ensuring stakeholder’s needs are understood and met through Business as Usual and/or Strategic Effectiveness Meetings.

  • Responsible for ongoing collection and analysis of data and feedback and turning this into strategies for continuous process improvement.

  • Responsible for tracking financial performance against contract and active management of any over or under spend with the client whilst looping in Business Development.

  • Continues to explore the client landscape looking for additional opportunities for services (upsells and cross sells) to be offered whilst looping in Business Development.

  • Coaching and mentoring newer members to the Customer Success Team as competencies allow.

Our requirements

  • Proven track record of working in a customer facing role

  • Excellent English skill

  • Experience working with cross-functional teams (customer and internally)

  • Ability to manage influence through persuasion, negotiation, and consensus building

  • Have, or be willing to become proficient in Phlexglobal’s product to confidently troubleshoot and support customers

  • Preferably educated to degree level.

  • Ability to travel to customer meetings and be flexible working across time zones

What we offer

  • Possibility of remote work

  • LUXMED private medical care and the possibility of life insurance on preferential terms

  • KAFETERIA benefit platform and Multisport card

  • Employee Assistance Program (psychological and mentoring support available for employees and their families)

  • Opportunities to develop qualifications through the PhlexAcademy training platform

  • Additional days off and attractive jubilee gratuities

  • Employee Referral reward

  • Flexible working arrangements

  • Integration events

  • Great atmosphere & international environment

  • Benefits

  • private medical care

  • remote work opportunities

  • flexible working time

  • MyBenefit (Multisport)

  • Integration events

  • Employee Assistance Programme

  • 'Litmos' Training platform

Additional information

Please send your CV in English. Non-English CV will not be considered.

PHLEXGLOBAL POLAND SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ

Phlexglobal is the leading technology and services organisation for clinical and regulatory matters with a focus on helping clients to master their digital agenda via proven AI solutions. Phlexglobal combines software and leading expert services to offer a unique solutions portfolio with easy to achieve automation via data generation that lifts organisations to a new level of effectiveness.

We have a fantastic opportunity for a Customer Success Manager to join us at an exciting time as we continue to expand our business as a specialist provider of Trial Master File document management solutions to the global clinical research industry. Customer Success Managers are pivotal in ensuring Phlexglobal builds, fosters and develops strong relationships with clients built on delivering exceptional expertise, quality and value. You will be expected to lead and build relationships with senior stakeholders, subject matter experts, and business process owners at multiple levels throughout Phlexglobal and within the customer landscape. You will drive increased cross-sell, up-sell, and renewal revenue, along with strong NPS scores.

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