Senior Manager, Customer Success Management

Senior Manager - Customer Success Management

FusionOps is seeking an experienced Customer Success professional to join our growing team.  This means paying attention to the complete, end-to-end experience customers have with FusionOps from their perspective. This position serves a critical function, as you’re the primary owner of the recurring relationship with our existing clients and facilitating effective internal communications across our FusionOps teams.

Responsibilities:

• Partner with our customer executive sponsors, process leaders, account executives, supply chain excellence team, and technical teams for creating a strategic roadmap that helps map out the customer journey and planned achievement of our milestones/business goals
• Be a primary supporter and contributor to all facets of the customer lifecycle, e.g. customer onboarding, change management, professional services, program management, support account executives, and renewals to achieve optimal customer satisfaction
• Advisory level input for the implementation project team and monitor progress to ensure the success of the initial and ongoing deployments
• Build ongoing strategic relationships with senior business and technology contacts, helping them to realize the full value of their FusionOps solution
• Create and deliver regular Business Reviews with the customer to demonstrate the value they are receiving from their FusionOps solution
• Develop renewal strategy to ensure customer is prepared and satisfied to renew on schedule
• Work with our account executives and practice directors to advise customers on how to augment their use of FusionOps to other areas of the business and work with our internal sales team to develop and close these opportunities
• Ultimately, this role will operate as a key trusted advisor for our customers and must be focused on the entire lifecycle journey for them
• Manage all contractual, commercial, and financial aspects of customer relationships
• Proactively track customer satisfaction and metrics achievement within our FusionOps preferred applications
• Exude a passion for the advanced supply chain processes and SaaS platform integration capabilities to promote the cutting-edge solutions that FusionOps offers
• Knowledge of the pharmaceutical supply chain and manufacturing supply chain echelons along with the complex cross-functional processes.
• Bring a positive, collaborative, team-oriented attitude to the office and your customers everyday!

The ideal candidate has:

• 10+ years of functional understanding across diverse global supply chains is mandatory
• 7+ years of experience partnering with business leaders during business process assessments, process reengineering implementations, and change management initiatives.
• 4+ years of experience with post-implementation stakeholder management within process excellence teams, management consulting, or at high-growth SaaS technology companies
• Proficient understanding of the life sciences industry, pharmaceutical supply chains, and a good understanding of manufacturing.
• Strong software implementation project management skills with experience managing multiple, simultaneous customer accounts and deadlines
• Demonstrable experience engaging customer executives and process leaders on business and technology strategy principles
• Experience with process optimization approaches like Six Sigma, SCOR, Total Quality Management, Business Process Reengineering, etc.
• Passion for helping customers realize monetized business value from utilizing the FusionOps platform
• Experience in customer satisfaction metrics survey development, dissemination, and retrieval (ex: NPS)
• Effectively worked with diverse, global peers and customer base
• Ability and willingness to travel 10-20% of the time
• Dazzling communication, presentation, and problem solving abilities
• BA/BS degree, Masters degree is preferred

Please send all qualified resumes to: richard.goldstein@fusionops.com