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Director - Customer Success

Employer
BioSpace, Inc.
Location
Urbandale, IA
Start date
Jul 14, 2021

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Discipline
Sales & Service, Account Management, Business Development, Customer Service
Required Education
Bachelors Degree
Position Type
Full time
Hotbed
BioMidwest
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Job Details

If you like working at a company where individual contribution matters and is recognized, where you can have both autonomy and support to achieve your goals and where creativity and accomplishment are rewarded, then you should consider BioSpace. Our team operates with a fun, entrepreneurial style that combines our passion & high-energy with an aggressive growth vision.

BioSpace has an exciting opportunity for a Director of Customer Success to join our team and help us achieve our goal of delivering an exceptional customer experience. We are looking for a results-oriented individual that is proactive and thrives in a fast-paced environment. You will be responsible for enhancing our existing processes, lead & grow our Customer Success team and proactively identify new opportunities for improvement. As a player-coach, you will also have the opportunity to work directly with clients and to lead by example.

In this position you will:

  • Build out Customer Success function and lead a growing, high-performance team
  • Develop and implement plans, processes, and best practices to support the day-to-day activities of the team
  • Develop an intimate understanding of our business, products, services and customers to serve as a subject matter expert (SME) and to lead forward-thinking initiatives
  • Collaborate with Sales, Marketing and other internal teams to maximize client ROI
  • Collaborate with Product and Operations to improve internal processes, and to translate the voice of the customer into product improvements that increase client engagement
  • Maintain and build long-term relationships with key clients
  • Ensure that BioSpace clients receive full-service support
  • Increase client utilization, engagement and promote best practices
  • Assist in the identification of potential upsell opportunities and contribute to overall account growth
  • Creatively and efficiently resolve issues and navigate challenging situations
  • Use data and analytics to provide valuable insights to BioSpace clients and internal stakeholders
  • Initiate and maintain a proactive schedule of touch-points with BioSpace clients

Position requirements:

  • 5+ years of customer success or strategic client-facing experience
  • 2+ years of management experience
  • Experience in working with startups or SAAS company and designing processes from scratch is preferred
  • Experience with value demonstration, adoption and customer segmentation
  • Bachelor’s degree
  • Proficient in MS Office (Word, Excel, Outlook, Powerpoint)
  • Experience in utilizing a CRM system (Salesforce experience a plus)
  • Superb written and oral communication skills
  • Creative knack and the ability to connect with people
  • Ability to multi-task and thrive in a fast-paced environment
  • Ability to work independently and collaborate freely with team members

Equal Opportunity Employer M/F/D/V

Reference, Background, and Credit Checks Required.

Qualified candidates should send cover letter and resume to:

BioSpace Human Resources
hiring@biospace.com

Company

BioSpace champions the Life Sciences industry as a digital hub for news and careers. Since 1985, BioSpace has provided essential insights, opportunities and tools to connect the innovative organizations and talented professionals who advance health and quality of life across the globe.


BioSpace.com offers a multi-faceted venue for industry professionals to come together on the Web with several unique and reliable resources. It has become the centralized source for information and job listings for the Life Sciences industry.

 

  • Daily news and job postings BioSpace.com is a comprehensive source of information for Life Sciences professionals. Reliable news content is posted daily, keeping followers and investors up to date on the latest in the biotech and pharmaceutical industries. Along with breaking news, jobs are posted daily from some of the best companies in the industry. There are several opt-in emails, like GenePool, that provide daily news and career opportunities.

 

  • Talent Connect BioSpace offers career events for life science recruiting professionals who want to take the recruiting process to the next level. Talent Connect career events are next generation networking events. The events bring together top companies and thousands of highly qualified candidates across various disciplines, giving hiring managers and candidates the opportunity to meet face-to-face. Several Talent Connect events are held across the country throughout the year in some of the most thriving Life Sciences communities.

 

  • Hotbed Communities For over 30 years, BioSpace’s world-renowned Hotbed communities have highlighted specific regions or “Hotbeds” of industry activity. Each year-long Hotbed campaign features innovative Life Sciences communities on a country-wide map. The map features company logos and original artwork with renderings of company buildings, depicting their location on the map. On BioSpace.com, Hotbed Maps are interactive linking the company image to their online profiles.

A spot on the Hotbed map is a coveted position. The map and individual Hotbed regions are printed on thousands of promotional materials annually and distributed across the nation. In fact, the original Biotech Bay™ map from 1989 hangs on permanent display in the Smithsonian Institution's National Museum of American History.
BioSpace Hotbeds include: Biotech Bay Biotech Beach BioCapital BioMidwest Bio NC BioForest Genetown, Ideal Employer, Pharm Country, NextGen Bio 

 

  • Branding Solutions Deliver your message to our audience of industry professionals through our targeted channels. Use banners, Skyscrapers, e-mails, and more to promote your brand to job seekers and other relevant industry professionals.


Having a company profile includes an online description of your business with contact information, development pipeline, and key management. It also includes reciprocal links to your clinical trials, press releases, jobs, events, and corporate URL (where applicable).


BioSpace has been, and continues to be, the go-to website for reliable and up to date information on all things biotech and pharmaceuticals for over 30 years. Promoting your company with BioSpace’s advertising and recruitment solutions not only reaches a large audience, but a passionate and experienced audience of job seekers and Life Sciences professionals.

Looking to improve your comprehensive workforce strategy? Click here to learn more.

Interested in careers with BioSpace? Click here to learn more.

Company info
Phone
877-277-7585
Location
10506 Justin Drive
 Urbandale
Iowa
50322
United States
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