Customer Success Manager

7 mesi fa

Provincia di Torino Piemonte, Italia J D Forecasting A tempo pieno

**New Role**: Customer Success Manager
**Location**: Mix of remote and UK office with requirement for worldwide travel when required.

**About J+D Forecasting**

Within the last year, J+D has invested heavily in product development with strong support from our
sales and marketing functions to reach some of the largest pharmaceutical and biotech companies in
the world. The success of these initiatives has resulted in significant growth in both revenue and
overall size of the business.

J+D specialize in pharma forecasting, a niche area, and we offer a variety of products and services to
pharmaceutical and biotechnology companies. We support our clients with analyst support,
custom/bespoke Excel models, forecasting training, epidemiological data and innovative software.

**Customer Success Manager**

A business cannot prosper and make profits without satisfying its customers. Customers play a
determining role in success regardless of the type and size of a business. That is why J+D
Forecasting are seeking a dedicated Customer Success Manager (CSM) to help to win the trust of
customers and develop a long-term commitment.

A Customer Success Manager helps customers to achieve their goals with a detailed understanding
of the company's service. J+D Forecasting aim to use a more proactive and dynamic approach to
satisfy the needs of their customers and are recruiting a CSM to maximize benefits and achieve the
desired outcome for their clients.

In short, a CSM can improve profitable client relationships by minimizing misunderstandings and
promoting strong long-term client relationships. Ultimately, leading to growing recurring revenue.

**Role
**As a CSM, you develop procedures and policies and support customers with enhanced satisfaction.
Through regular communication touch points, with both key decision makers and users, you will
ensure J+D are aware of both opportunities and threats. You will develop an in-depth understanding
of the client organisation, identify potential new potential customers, and keep abreast all key
customer activities.
- You will support customers with onboarding and training.
- You will offer all the desired information by arranging webinars and training and provide

detailed data about the service through articles, videos, and other possible ways.
- Your goal is to help customers understand our services better. The entire process should be

transparent and easy to understand.
- You will gather invaluable feedback from existing clients and inform our development teams

to improve the product and service. The objective is to create a better solution for customers.
- You will analyse this feedback and enable customers to discover various aspects and make a

favourable decision based on their unique needs.
- You can assist colleagues in account management.
- You can enable customers to renew accounts and avoid misunderstandings.
- You keep clients updated on new features, changes, and recent arrivals.
- You will know customers better through case studies, external reviews, referrals, and

testimonials.
- Build Long-Term & Healthy Relationships.

As a CSM, you design engagement strategies and build healthy relationships through training,
operational services, and customer support. The objective is to develop and maintain healthy and
long-lasting relationships with clients. You ensure that the customers get the desired assistance and
can decide without confusion. You offer all the needed help to win enhanced customer satisfaction.

**Key Responsibilities**

**Provide Training to Help with Better Understandings**

Training plays an essential role in educating customers about products and services, where this also
helps with contract renewals by engaging with the client, ensuring they are using and understand how
to use the product/service. Training, articles, and webinars make it easy for customers to understand
every detail. Also, a CSM offers customized training and supports customers in using the service.
The objective is to convince customers that the service or product can meet their specific needs.
When training resources are available, customers can access and use them to satisfy their queries
whenever needed.

**Analyse the Needs of Customers**

As a CSM, you analyse the behaviour of your customers and make sure that the specifications meet
the specific needs of customers. Based on data and usage, you can suggest improvements whenever
possible. You focus on the feedback of customers to know which changes can make a difference.
You document all the valuable feedback to make sure other departments such as support or IT, know
what to do.

**Onboard New Customers**

Another essential task of a CSM is customer onboarding. You focus on new customers and make
sure they get started properly. You help them set up when needed, and make sure activation of the
services goes well. You make the process transparent and give all the desired support to avoid any
confusion.

**What will you achieve with

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