SaaS Customer Success Director - Bethesda Maryland

Company: Precision Medicine Group
Location: Bethesda, Maryland
Posted On: 01/27/2025

SaaS Customer Success Director
at Precision Medicine Group (View all jobs)
Remote, United States

QuartzBio Overview:
QuartzBio (www.quartz.bio ) is a Software-as-a-Service (SaaS) solutions provider to the life sciences industry. We deliver innovative, data enabling technologies (i.e., software) that provide biotech/pharma (R&D) teams with enterprise-level access to sample/biomarker data management solutions & analytics, information, insight & reporting capabilities.
Our end-to-end (from sample collection to biomarker data) suite of solutions are focused on providing sponsors information (data with context) - we do this by connecting biospecimen, assay as well as clinical data sources in a secure and scalable cloud-based infrastructure, enabling seamless, automated data management workflows, key insight development, improved collaboration, and the ability to make faster, more informed decisions.

Position Summary:
The SaaS Customer Success Director with QuartzBio will be accountable for customer onboarding, adoption, value realization, expansion, retention, and advocacy. The SaaS Customer Success Director will build and manage customer relationships and collaborate with QuartzBio delivery teams and sales teams to achieve business goals related to customer retention and growth.

Key Responsibilities:

• Strategic Leadership: Shape the long-term strategy for customer success, aligning with corporate goals to enhance client outcomes and company revenue.
• Enterprise Change Management: Lead transformational projects for enterprise customers, ensuring alignment between business processes and solutions.
• Relationship Expansion: Build executive-level relationships, fostering strategic alignment and collaboration on long-term initiatives.
• Cross-Functional Collaboration: Serve as a bridge between customer success, product, and sales teams to align strategies and initiatives.
• Portfolio Management: Oversee a portfolio of high-impact accounts, ensuring consistent delivery of exceptional customer experiences.
• Customer Advocacy and Thought Leadership: Represent at industry events and forums, promoting innovation and best practices in customer success.
• Team Enablement: Drive initiatives to standardize practices across the customer success team, enhancing efficiency and scalability.
• Customer Onboarding: ensure a successful onboarding for new customers by understanding customer needs, enabling QuartzBio product onboarding with project management, and establishing a governance framework to manage/monitor ongoing interactions
• Product Expertise: develop a deep understanding of QuartzBio products and services, staying up to date with product enhancements and evolution within the business
• Account Growth: identify opportunities for upselling and cross-selling QuartzBio products, and work with the sales team to maximize account growth and revenue
• Customer Feedback: gather and relay customer feedback to the product development team for continuous product improvement
• Renewals and Retention: proactively manage client renewals and ensure high retention rates, working to prevent customer churn including awareness of how to navigate champions, influencers, blockers, decision makers and buyers.
• Metrics and Reporting: monitor customer success metrics and KPIs, including usage statistics and user engagement and report on progress via business reviews and governance meetings
• Issue Resolution: address and resolve customer concerns and issues in a timely and effective manner, collaborating with internal teams to ensure customer satisfaction
  Qualifications:
  
  • Bachelor's degree related field and a minimum of 10 years relevant experience customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience.
  • Previous biopharma/clinical research experience
  • 8 to 12 years of experience leading projects.
  • 6 to 10 years of experience working in customer facing role (externally)
  • Excellent problem-solving and analytical skills.
  • Strong written and verbal communication skills.
  • Extensive experience leading projects and teams.
  • Proven track record of leadership and strategic impact
  • Strong ability to organize and deliver presentations to clearly communicate information to others.
  • Strong ability to work with customers to understand their requirements and expectations by asking questions and listening.
  • Strong ability to identify and present information or data that will have a strong effect on others.
    Leadership expectations:
    
    • Follows Company's Principals and code of ethics on a day-to-day basis.
    • Provide clear direction, feedback, and address concerns or issues within the team.
    • Actively listen to their team members, understanding their perspectives and concerns to build trust and rapport.
    • Possess high levels of emotional intelligence, including self-awareness, self-regulation, empathy, and social skills, to be effective leaders.
    • Ability to understand and empathize with their team members' situations and feelings, building a positive and supportive work environment.
    • Manages conflicts that arise within the team or with other teams, resolving issues in a fair and objective manner.
    • Able to identify and solve problems that arise within the team and escalate issues to higher management as needed.
    • Manage their time effectively, setting priorities, and managing multiple tasks simultaneously.
    • Make decisions that are in the best interest of the team and the organization, taking into account the perspectives of all stakeholders and balancing competing priorities.
    • Ability to manage their own time effectively and help their team members prioritize their work to ensure that goals are achieved on time.
    • Adapt to changes in the organization and the marketplace and respond quickly to new challenges and opportunities.
      #LI-KH1 #LI-Remote
      
      Precision is required by law in some states or cities to include a reasonable estimate of the compensation range for this role. This compensation range takes into account the wide range of factors that are considered in making compensation decisions including but not limited to: skill sets, experience and training, licensure and certifications, and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Precision, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. This role is also eligible for a discretionary annual bonus, health insurance, retirement savings benefits, life insurance and disability benefits, parental leave, and paid time off for sick leave and vacation, among other benefits.
      
      Reasonable estimate of the current range
      
      $180,000 - $270,000 USD
      
      Any data provided as a part of this application will be stored in accordance with our Privacy Policy. For CA applicants, please also refer to our CA Privacy Notice .
      
      Precision Medicine Group is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status or other characteristics protected by law. - 2020 Precision Medicine Group, LLC
      
      If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact Precision Medicine Group at QuestionForHR@precisionmedicinegrp.com .
      
      It has come to our attention that some individuals or organizations are reaching out to job seekers and posing as potential employers presenting enticing employment offers. We want to emphasize that these offers are not associated with our company and may be fraudulent in nature. Please note that our organization will not extend a job offer without prior communication with our recruiting team, hiring managers and a formal interview process. More...

          

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