Customer Success Manager - Life Sciences

Description

CUSTOMER SUCCESS MANAGER – LIFE SCIENCES

US REMOTE

EGNYTE YOUR CAREER. SPARK YOUR PASSION.

About Egnyte

Egnyte is a place where we spark opportunities for amazing people. We believe that every role has meaning, and every Egnyter should be respected. With 17,000 customers worldwide and growing, you can make an impact by protecting their valuable data. When joining Egnyte, you’re not just landing a new career, you become part of a team of Egnyters that are doers, thinkers, and collaborators who embrace and live by our values:

Egnyte is the secure multi-cloud platform for content security and governance that enables organizations to better protect and collaborate on their most valuable content. Established in 2008, Egnyte has democratized cloud content security for more than 17,000 organizations, helping customers improve data security, maintain compliance, prevent and detect ransomware threats, and boost employee productivity on any app, any cloud, anywhere. For more information, visit www.egnyte.com .

As a Customer Success Manager, you will be chartered to drive adoption, build and maintain a healthy partnership, and manage the day-to-day activities with our most strategic accounts to foster a “Customers for Life” environment. We are looking for a highly motivated professional with the ability to work under pressure, bring initiative to every engagement and help improve business processes to ensure overall customer success.

What You’ll Do

• Highly focused on our biotechnology and life sciences customers
• Perform quarterly business reviews, product roadmap discussions, and on-site visits to ensure customer retention and successful renewal of services
• Keep customers informed of process and procedural changes
• Develop strategic success plans for your customer segment that outline critical success factors, metrics for success, timelines, and potential issues while providing recommendations to internal and external teams
• Become a Egnyte product expert including the technical workings and practical business application
• As an individual contributor, manage new customers after the implementation process in order to ensure successful onboarding and adoption of our platform
• Manage resolution of escalated customer issues
• Maintain a positive working relationship with Product Management and Engineering to resolve issues and to communicate customer needs for future product enhancements

Your Qualifications

• Travel required (estimate 25%)
• 3-5 years of customer-facing account management type position or equivalent with a track record of service excellence and best practices or SaaS Support experience
• Prior experience in data security, life sciences, and financial services experience highly preferred
• Demonstrated success managing customer relationships
• Demonstrated capability to identify and mitigate risk
• Previous experience with tech companies, specifically SaaS solutions, preferred
• Experience working across multiple, internal teams to resolve customer issues quickly and effectively
• Excellent communication skills (writing, listening, phone).
• Bachelor’s degree
• A team player capable of high performance and flexibility working in a dynamic environment

Benefits

• Health Savings Account (HSA) and Employee Assistance Program (EAP)
• Competitive salaries, comprehensive benefits & pre–IPO stock options
• Your own Egnyte account with lifetime access
• Flexible hours and generous time off (RTO, Responsible Time Off) to help support your work-life balance.
• Perks include discounted pet insurance, electronics, theme park tickets, travel, plus more.
• Paid Maternal, Paternal, and Adoption Leave to help you grow your family
• Modern and collaborative offices located in Spokane, WA; Draper, UT; Raleigh, NC; Mountain View, CA; Reading, England, and Poznan, Poland
• 401(k) Retirement Plan (Traditional and Roth)
• Free well-being apps such as Calm, Ginger, and Spring Health for Guardian are offered.
• Paid holidays and sick time
• Gym, cell phone, and internet reimbursement

Commitment To Diversity, Equity, And Inclusion

At Egnyte, we celebrate our differences and thrive on our diversity for our employees, our products, our customers, our investors, and our communities. Our recently launched global Egnyte Employee Communities (EECs) support representation and inclusion across our diverse workplace. Egnyters are encouraged to bring their whole selves to work and to appreciate the many differences that collectively make Egnyte a higher-performing company and a great place to be.