Senior Customer Success Manager

Mountain View, CA, United States

SR CUSTOMER SUCCESS MANAGER – LIFE SCIENCES

EGNYTE YOUR CAREER. SPARK YOUR PASSION.

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 22,000+ 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:

Invested Relationships

Fiscal Prudence

Candid Conversations

ABOUT EGNYTE

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 22,000 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 Sr. Customer Success Manager for Life Sciences, you will be chartered to drive adoption, build and maintain a healthy partnership, and manage the day-to-day activities with our most strategic Life Sciences 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 within Life Sciences.

WHAT YOU’LL DO:

Highly focused on our biotechnology, clinical studies and life sciences customers

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

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

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

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 enhancement

Develop a deep understanding of your accounts, including their business, their strategic goals and initiatives, timelines to achieve those goals. By virtue of the above, map Egnyte's capabilities to address the customers' strategic objectives

Develop executive level engagement between Egnyte and your customers, while leveraging Egnyte's diverse resources

Be on the leading edge of Egnyte's technology, use case and effort to grow our business within our customer organizations

YOUR QUALIFICATIONS:

10+ years of customer success and account management equivalent experience

8+ years demonstrated success managing customer relationships within the Life Sciences industry: Biotech, Biomedical, Biomedicine, Bioengineering, Life Systems, Biotechnology, Pharmaceuticals, Clinical Research, Clinical Studies

Previous experience at a software company, specifically SaaS solutions within Life Sciences

A track record of service excellence and best practices advising Life Science customers

Demonstrated capability to identify and mitigate risk to ensure customer retention and successful renewal of services

Experience working across multiple, internal teams to resolve customer issues quickly and effectively

Excellent communication skills (writing, listening, phone)

A team player capable of high performance and flexibility working in a dynamic environment

Travel required (estimate 15%) to meet with Life Science customers in the Greater Boston Area

Bachelor’s degree

COMPENSATION:

Our compensation reflects the cost of labor across multiple U.S. geographic locations, and pay varies based on defined markets. The standard base pay range for this position across the U.S. is $100k - $130k annually. Pay varies by work location and may also be dependent on job-related skills, knowledge, and/or experience. During the interview and/or hiring process, your recruiter can share more information about the compensation package specific to the role and job location.

BENEFITS:

Competitive salaries and comprehensive benefits

Company equity depending on role and level

Flexible hours and generous time off (RTO, Responsible Time Off) to help support your work-life balance.

Paid holidays and sick time

401(k) Retirement Plan (Traditional and Roth)

Health Savings Account (HSA) and Employee Assistance Program (EAP)

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

Gym, cell phone, and internet reimbursement

Free well-being apps such as Calm, Ginger, and Spring Health for Guardian are offered.

Perks include discounted pet insurance, electronics, theme park tickets, travel, plus more.

Your own Egnyte account with lifetime access

Equal Employment Opportunity

Egnyte, Inc. is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, color, creed, religion, national origin, ancestry, citizenship status, age, sex or gender (including pregnancy, childbirth, pregnancy-related conditions, and lactation), gender identity or expression (including transgender status), sexual orientation, marital status, military service and veteran status, physical or mental disability, genetic information, or any other characteristic protected by applicable federal, state, or local laws and ordinances. Egnyte, Inc.'s management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities, access to facilities and programs, and general treatment during employment.

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.

Any employees with questions or concerns about equal employment opportunities in the workplace are encouraged to bring these issues to the attention of [email protected]. Egnyte, Inc. will not allow any form of retaliation against employees who raise issues of equal employment opportunity. If employees feel they have been subjected to any such retaliation, they should contact [email protected]. To ensure the workplace is free of artificial barriers, violation of this policy including any improper retaliatory conduct will lead to discipline, up to and including discharge. All employees must cooperate with all investigations conducted pursuant to this policy.

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