Customer Success Manager - China
Evaluate Group, China

About Evaluate

Evaluate is a global company providing outstanding market intelligence services for the Pharmaceutical, Medical Device, Financial and Consulting sectors, through the Evaluate Pharma, Evaluate Medtech, Evaluate Omnium and Evaluate Vantage online brands. Our international Customers in Pharma and Biotech, Medtech, Banking and Consultancy regard Evaluate Pharma as the industry’s gold standard for timely and accurate analysis of reported drug sales, consensus sales forecasts, Ramp;D pipeline, markets, and comprehensive company financials.

The Global Customer Success team focus on delivering value to Evaluate’s Customers by driving customer journeys amp; engagement strategies, along with managing the health amp; retention of these Customers. The team is currently undergoing some transformation in how we engage with our customers amp; streamlining processes, to match the scale up amp; growth of Evaluate. As part of this evolution, we are creating a Strategic Customer Success team dedicated to proactively partnering and providing support to our Key amp; Global accounts.

The Strategic Customer Success team is made up of 7-10 team members based across the UK, US (East amp; West Coast) amp; Japan, amp; now China. The team forms part of the larger Customer Success organisation. In this role of Strategic Customer Success Manager you will be a direct contributor will report into the Customer Success org, combined with a matrixed approach into the Regional team in China.

Our Customer Success team is passionate about our customers and their business means anticipating their needs, demonstrating our understanding of what actionable value is derived from our platform, and providing highly valued business insights. Our goal is to exceed their expectations by influencing their decisions amp; ultimately profitability.

In this role of Strategic Customer Success Manager, you will:

• Maintain full fluency in Evaluate’s suite of products and services and how they are sold to deliver value in the marketplace.
• Thrive in an environment of innovation amp; continuous improvement, where you continuously bring forward new ideas to improve product usage and commercial success. Model a bias toward risk taking and action. Fail, learn, recover, advance.
• Answer incoming questions or requests regarding the content and functionality of Evaluate products; probing to understand underlying business requirements behind the question.
• Represent Evaluate at relevant industry conferences both virtual and on-premise, thought leadership presentations and product demos to wide audiences.
• Engage and maintain relationships with C-suite decision makers, understanding their strategy and needs
• Act as the Voice of the Customer at all times, ensuring business practices amp; deliverables meet the needs of our customers, amp; that Customer Experience remains high.
• Contribute your Customer Success expertise to cross-functional initiatives and cover other areas within the Global Customer Success team as needed during peak periods and holidays.
• Partner with your customers regarding their questions or requests about the content and functionality of Evaluate products; probing to understand underlying business requirements behind the question amp; to ensure delivery of value.
• Ensure optimal on-boarding experience for new accounts/users within the first 30 days, including personalised/group training sessions, as well as an account transition kick-off meeting and documentation of account and user Success Criteria.
• Provide deep product expertise to partner with the sales team on renewals and new/additional business development activities, including demonstrating value to both existing and trial users.
• Create smart data touches using Evaluate data or product enhancements which you will use as proactive outreach strategies to support account retention, growth and new business activities.
• Contribute to onboarding, partnership reviews, and renewal decks.
• Align with Sales on account strategies and maintain regular contact to discuss account health, value capture, engagement levels, and opportunities captured.
• Monitor and report on the health of accounts and support the preparation of business review material.

• Demonstrate ownership and passion around your development and growth.
• Demonstrate ownership of your goals, milestones, and accomplishments.
• Be described as an excellent CSM by your peers, Sales amp; Product Management Teams.
• Facilitate an optimal new user on-boarding experience by ensuring users are active within 30 days of license allocation, with clearly documented user Success Criteria.
• Form trusted partner relationships with accounts and users.
• Strongly align with key buyers and users w

Job Rewards and Benefits