Client Success Manager

The Client Success Manager is part of the Commercial Operations department reporting to the Director of Commercial Operations. This role acts as the team lead of the Client Success organization, who are responsible for client communications at the project level and ensure the delivery of individual projects according to contracts and client expectations. The candidate will display the proven ability to develop and maintain an environment of open communication, collaboration, and inclusion within the Client Success team and across departments.

Client Success Team Lead:

• Drive client success outcomes by influencing client lifetime value through client satisfaction and overall net promoter scores.


• Measure the effectiveness of client success by evaluating operational metrics, actively participating during internal reviews, sharing key performance indicators with senior leaders, and taking defined actions based on observations.


• Communicate directly with named clients and conduct data-driven analyses of client behavior to measure client engagement. Manage escalations from team as needed.


• Provide 1:1 coaching and guidance to achieve shared client success goals.

Project Monitoring and Prioritization:

• Maintain active list of in-process projects including with projected milestones and promised delivery dates


• Communicate with clients upon booking a project to streamline the sample submission process


• Serve as primary point of contact for clients and the sales team


• Keep selling organization updated regarding project timelines

Customer Advocacy and Guidance:

• Communicate directly with clients to ensure timely shipment of samples


• Clearly communicate customer expectations internally about turnaround times and contracted deliverables


• Communicate directly with clients at an appropriate cadence throughout the life of the project to create a positive client experience


• Facilitate communications between clients and internal stakeholders as appropriate


• Motivate team to reach its full its capabilities. Recognize and develop employee growth and create opportunities for high performance.


• Translate company goals into functional department and individual career goals and provide support and guidance to employees.


• Manage the day-to-day operations of a client success team.


• Develop team priorities and objectives.

Qualifications:

• Bachelor’s or master’s degree in business administration, or related field


• 3-5 years' relevant work experience in client-facing roles such as client success, clinical research organization project manager, or equivalent experience in client facing roles in the biotech/pharmaceutical space


• 1+ years leading or managing client success a plus


• Strong empathy for clients and a passion for revenue and growth; strong understanding of value drivers in project-based revenue business model


• Strong reasoning & analytical skills; able to structure thinking into a logical flow and sequence easy for others to understand; able to create and work with conceptual frameworks


• Able to prioritize and execute to move projects forward


• Capable of managing own time and team commitments; acts with urgency and integrity


• Demonstrated ability to manage changing, multiple priorities

About Metabolon

Metabolon, Inc., is the global leader in revealing biological insights on disease state and physiological reactions in the present time through metabolomics. Leveragingone of the world’s most diverse and rich patient data sets, Metabolon is equipped to deliver biologically relevant evidence to address some of the most difficult and pressing questions in the life sciences. Every day, our work is helping to accelerate research and product development success in the biopharma, population health, consumer products, agriculture, wellness and academic research sectors.

Metabolon was founded in 2000 and is based in Research Triangle Park, North Carolina with an international headquarters in Germany. For more information, please visit www.metabolon.com.

Metabolon is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job-related requirements.