Head of Customer Success
PeakData is a Swiss-based AI startup on a mission to help patients receive the best treatment available. PeakData helps pharmaceutical companies enhance the effectiveness of their commercial and medical efforts by helping identify and engage the right healthcare professionals at the right time. We are looking for skilled people to help us develop creative solutions to answer the key business questions our clients have.
- Grow and ensure development possibilities for your Customer Success Team by providing regular training, feedback and work with them on their Individual Development Plan to support them in their job objective and evolution:
- Take actions to improve and retain employee engagement and happiness in your team
- Promote a positive environment for people and make sure we have high engagement, performance and work satisfaction within our Customer Success team
- Recruit new talents for our Customer Success team.
- Improve customer stickiness and customer renewal rate
- Refine KPIs to measure team performance as well as Customer Health, adoption and value creation
- Develop robust processes that help managing our growth
- Support Client Relations leadership by liaising with other departments to reduce dependencies and ensure that we support each other in reaching our goals
- Improving the process to support efficient business development to Customer Success handover
- Build the plan and the actions to achieve our strategy “building a world class AI-driven company delivering actionable insights to world’s leading pharma companies” and identify new ways to create value and engage our customers
- Being close to strategic clients; handling customer enquiries and collating and structuring client feedback
- Act as customer advocate suggesting product improvements and developments
- Develop a KPIs and OKRs in line with company objectives
- Engage your team around the aligned roadmap and distribute projects jointly based on capability, seniority, and workload
- Proven ability to manage diverse efforts’ synergies, and ability to navigate ambiguity and change with an entrepreneurial start up mindset.
- Proven expertise in Customer Success including scaling a customer success department to 10+ CS managers
- Executive presence and ability to present and pitch to C-Level
- Can manage and deliver on complex projects with demanding clients
- Negotiate and interact with multiple stakeholders
- Able to advise on and manage customer escalations
- Passionate Coach, interested in human interaction, organizational development
- Team player with a growth mindset and hands-on mentality
- Prior Experience in Customer success within a SaaS business
- Experience within healthcare/pharma is a nice plus
What we offer:
- Very interesting and innovative data product which includes real-world web data at scale
- Competitive compensation
- Opportunity to build the function, the team and the framework in a fast growing company
- Highly professional and innovative team with strong technical and business acumen
- Opportunity to bring to the table your curiosity and creative mind that seeks continuous improvement
Apply HERE or leave your details in the adjacent contact form.