Customer Success Manager, Implementation

Execution

• Drives project timeline development to standard and manages start to finish including project budget, timelines, and quality. 
• Consistently monitors and addresses unmet customer needs.  
• Employs strong organizational skills. 
• Incorporates time management principles into the workflow. 
• Integrates ongoing risk management trade-offs to ensure successful implementation of assigned projects. 

Decision Making

• Makes fully informed and accurate decisions that not only support the customer’s needs but also anticipate and resolve problems before they happen.  
• Collects and structures the available data impacting the project. 
• Makes timely decisions based on facts, circumstances, and needs. 
• Conducts scenario analysis to aid in good decision making. 

Communications

• Conveys information to all key stakeholders in both written and verbal formats. 
• Determines and utilizes the appropriate communication channels. 
• Infers meaningful insights from a collection of data. 
• Employs active listening. 
• Prepares and delivers concise and meaningful presentations. 

 Strategy Development

• Understands the impact of GD implementation projects directly to and across various RMB functions. 
• Understands the impact of GD implementation projects to the overall business. 
• Integrates business goals into the project scope and deliverables. 
• Develops metrics to track progress towards business goals. 
• Understands project and organizational dependencies. 

Team Management

• Motivates and inspires the team of non-direct reports. 
• Leads by example. 
• Effectively manages and resolves conflict. 
• Builds relationships within and outside the team. 
• Delegates appropriately 
• Demonstrates team organization and governance. 

 Business Acumen

• Understands industry trends and their impact on business. 
• Responds to market and business changes that affect the project and business. 
• Understands the key financial measures and how the CSM position effects those measures. 

Technical Competence

• Working knowledge of the growth direct system (both mechanically and the associated systems) 
• Understands and integrates appropriate project management tools and processes. 
• Applies/obtains the necessary requisite subject matter expertise (SME) 

 Critical Thinking

• Determines the validity of project progress. 
• Maintains project objectivity. 
• Applies ongoing analysis to the project. 
• Integrates the project with cross functional objectives. 

Leadership

• Acts with a high sense of urgency 
• Takes initiative. 
• Mentors team members 
• Effects change and monitor’s progress. 
• Responds in a politically astute manner. 

EDUCATION AND EXPERIENCE

• Bachelor's degree in life sciences, business, or a related field 
• 5-8 years of project management experience, PMP Certification preferred 
• Strong familiarity with project management software tools, methodologies, and best practices 
• Proven ability to solve problems creatively 
• Background in Pharma, cGMP and/or Quality systems  
• Strong interpersonal skills and extremely resourceful 
• Proven ability to complete projects according to outlined scope, budget, and timeline. 

OTHER KEY CONSIDERATIONS

• Customer Relationship Building: This position will be the face of RMB to the customer(s).  The ability to fully understand the customers organization and its complexity is essential to the CSM’s success.  Additionally, understand the Voice of the Customer and translating the customers needs into action driven by the RMB supporting organization. 
• Customer’s Needs Assessment: After a project begins but before implementation actually starts, CSM are responsible for assessing the client’s exact needs and creating a plan to meet those needs. This assessment usually comes in the form of a Kick-off Meeting and a Site Assessment meeting with the Customers project leader and key stake holders. 
• Manage Conflict Between Internal Teams and Client: On occasion during a systems implementation, conflict arises between internal teams and the client. Customer Success Managers handle managing this conflict and ensuring the problem is solved before the quality of the project is compromised. 
• Report on Project Progress: Customer Success Managers communicate often with key stakeholders to report on the project’s overall progress. These reports typically include discussing any problems the teams have had with the client and vice versa.