Global Customer Success Manager - Tender Management

The Customer Success Manager, will be on a mission to make and keep customers satisfied, mainly at the intersection of Healthcare & Technology, with indicative responsibilities, as below:

Responsibilities

• Develop and execute long-term strategies to enhance client satisfaction and customer lifetime value, focusing on international clientele in the Life Sciences sector
• Build and maintain strong relationships with customers, acting as their primary point of contact and liaison across departments
• Establish and monitor customer retention and growth objectives, individualizing strategies for existing customers to upselling opportunities
• Collaborate with cross-functional teams (e.g., Customer Support, Product, Sales, Pre-Sales) to ensure seamless customer experiences and satisfaction
• Serve as a trusted advisor, guiding customers to optimize their use of our software solutions to achieve business objectives
• Quickly identify and eliminate potential risks to prevent customer churn, and handle contract negotiations, renewals, and upsell opportunities
• Lead and enhance customers' onboarding processes, ensuring they derive maximum value from our products and services
• Provide regular updates to clients on product improvements and new features, maintaining senior-level relationships with IT and business executives
• Support internal teams by providing insights from the customer base, influencing the product development roadmap and strategic planning
• Present regular and ad-hoc reports, proactively flagging risks and opportunities for both customers and management

• At least 3-4 years of experience in customer success, or a related customer-facing role
• Bachelor’s degree in Business Administration, Marketing, STEM, or a related field; a MSc degree is a plus
• Strong understanding of customer success processes with exceptional communication and relationship-building skills
• Ability to work in a fast-paced, dynamic environment with a strong customer-centric approach
• In-depth understanding of the software lifecycle and experience in supporting customers post-global deployments.
• Experience with contract negotiation and a track record of improving/ increasing customer satisfaction and retention
• Familiarity with Salesforce CRM will be considered a big plus
• Very strong analytical and presentations skills
• Trust, Accountability, Credibility and Active listening should be at the core of your DNA
• Excellent verbal and written communication skills in English
• Proven experience in the Life Sciences industry is advantageous

By joining, you will:

• Receive a competitive compensation based on your experience and benefits' package (e.g. e-card for eat, Medical - Life Insurance)
• Enjoy several "work-office" perks, at a friendly working environment (e.g. Advanced work/IT equipment, Welcome package, Wellness offerings)
• Have a flexible work schedule (Hybrid: working remotely and in the office)- Applications for fully remote positions will also be considered only for individuals located outside of Athens.
• Receive training and support, so you'll never feel left on your own (e.g. e-training options and subsidized certifications)
• Gain exposure to cutting-edge technologies and software/product development methodologies
• Be part of several tech communities, as we support/participate into several meet-ups, both local and international
• Gain exposure to an international environment of leading multinational companies, in a variety of industries
• Have the opportunity to learn and grow within a dynamic, fast developing company