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Cloud Customer Success Manager

Posting Date:  Sep 12, 2021

Cary, NC, US

Business Area:  Pharma
Company:  Körber Pharma

Cloud Customer Success Manager

Körber is the home for passionate people who innovate, collaborate and love what they do. Entrepreneurial spirit is our joint DNA. We develop future technologies and support talents to deploy their skills and reach their full potential. We combine our strong heritage with our understanding for local specifics and a global mindset to bring people together and create valuable solutions for our customers. We aim for being the first to do the right thing at the right time.


Join the home for entrepreneurs!


Your role in our team

  • You are responsible for executing all PAS-X Cloud projects
  • You’ll train the customer on understand business processes in (life science / Pharmaceutical / Biotech / Cell and Gene) industry
  • You serve as a mentor, coach and train new employees in software, business process, manufacturing process, cloud operations, sales and marketing and most importantly how to add Value to our esteemed customers
  • You pro-actively look for improvements and errors to ensure customer satisfaction and feedback to requisite teams.
  • You will constantly be on the lookout for ways to improve design, documentation and maintenance of Werum’s products.
  • You help develop healthy customer relationships
  • You enhance customer training and ensures customer go-live with system with maximum usage of our system deriving business benefit
  • You’ll evaluate and analyze customer needs
  • You builds trust and transparency with clients
  • You onboard new clients and takes them through Werum / Koerber’s customer journey
  • You will act as a customer advocate and customer voice
  • You encourage customers to constantly upgrade their products to match the digital competitive era
  • You promote customer loyalty
  • You will serve as the primary contact post-sales, lead the customer relationship and gather necessary resources through the onboarding process. This role will take full ownership of the account's health post-implementation in conjunction with Sales / Account manager.
  • You will establish a trusting relationship with customers: Day-to-day users, key stakeholders and executive sponsors. Support our cloud operations team and establish partnership goals with all customers.
  • You’ll manage inbound customer communications and organize/escalate issues appropriately including invoicing, legal, security, and technical inquiries.
  • You will interface and collaborate with other Werum/Koerber teams: DPP, DEP, Cloud Development, QM, Cloud Support, Application Support, BCIS, Sales, and Marketing etc., to complete customer goals and, in general, be the voice of the customer to provide visibility and/or escalations.
  • You actively seek out upsell opportunities.
  • You’ll prepare and deliver presentations on products/services as well as report on goals and sales
  • You will negotiate and close deals; handle complaints or objections.
  • You communicate and educate customers on major updates and releases and conduct discovery on business use cases for new features and proper prioritization.
  • You’ll analyze and monitor adoption and product utilization - alerting clients on risk and general awareness based on these trending metrics.
  • You conduct weekly customer health-checks with an emphasis on customer satisfaction.
  • You’ll collaborate with executives, sales & product teams - alert of any risks and ensure a successful renewal on accounts.
  • You serve as the voice of the customer and collect feedback to drive continuous improvement across all areas.


Your profile

  • You have obtained a degree in IT / Computer Science or Life Sciences field
  • You possess seven (7) + years of experience Cloud Support using electronic IT SAAS system 
  • You have proven experience in managing IT personnel
  • You have experience with in Life Sciences industry or a regulated industry 
  • You have an excellent understanding of regulatory requirements and GMP/GAMP principles (preferred) 
  • You possess sound understanding of the PAS-X or allied application
  • You have strong Operations and Sales background with proven results
  • You possess strong written and verbal communication skills including technical writing skills and excellent organization and problem-solving skills
  • Strong analytical skills
  • Experience in customer success management with CSM certification is a plus


Your benefits

  • You are part of a great team taking ownership from day one
  • You will work in a flexible environment with great and inspiring colleagues
  • You profit from cross-functional and international collaboration and interaction
  • You will get an attractive compensation package and the potential for a yearly bonus
  • You will receive 15+ days of Vacation, 10 company holidays and 1 floating holiday
  • You will have the option to participate in a 401K plan with 50% match
  • You will have access to medical, dental, vision along with company paid life and disability insurance


Can you find yourself in this profile?

Then you are right at Körber. We are looking forward to getting to know you!


Equal employeropportunity

Körber Pharma Software is an Equal Employment Opportunity Employer



Recruitment Team

For questions please contact us via jobs@koerber.com.
Please apply exclusively via the “Apply now” button.

For questions please contact us via jobs@koerber.com.
Please apply exclusively via the “Apply now” button.

Körber Pharma is a Business Area of Körber, an international technology group with around 10,000 employees and more than 100 locations worldwide. At Business Area Pharma we offer a unique portfolio of integrated solutions that deliver the difference along the pharma value chain. Spanning our in-depth expertise in consulting, inspection, handling, packaging machines and materials, track & trace and software, Körber has always the right solutions to unlock the potential of our customer’s productivity. With proven understanding of pharma process and regulation challenges, Körber is the partner to make the most out of pharma and biotech production for customers.

Nearest Major Market: Raleigh

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