Global Customer Success Manager

Customer Success - Chicago, IL

Company Description

rMark Bio helps life science companies solve for the complexities that come with digital transformation through our end-to-end AI solutions that analyze global healthcare data to deliver personalized business intelligence through integrated applications and API accessible services.

At rMark Bio, we believe healthcare innovation is best served when individuals with diverse backgrounds come together with a common purpose and clear objectives to improve patient lives. 

We are product strategists, engineers, data scientists and designers who are experts in our domain and passionate about our mission to accelerate innovation, collaboration and scientific discovery for life sciences

Job Description

rMark Bio, is looking for individuals to join our Global Customer Success teamCustomer success team is responsible for being the front-line of customer communications, from onboarding through renewal while educating customers on how to maximize value from our solutions.  Our team works alongsides the largest global pharmacetucail companies and will support users from around the globe.  

The successful candidate will have improved skills, a proven professional experience and a detailed knowledge of industry’s best practice processes.

Job Responsibilities

  • The Customer Success Manager serves as a critical touchpoint between rMark Bio and Global Pharmaceutical customers
  • The Customer Success Manager must be able to think critically and use data to develop solutions and recommendations for the customer as well as serve as the point of contact for providing solutions to technical issues
  • Deliver care team customers while demonstrating a positive and professional image through phone and email communications
  • Successfully establish strong, sustainable rapport with regional managers
  • Document all communication and maintain a database of client information in our CRM, JIRA and other systems
  • Use proactive problem solving skills to create and offer solutions to customers
  • Build all team SOP’s and document and/or escalate any deviations
  • Lead the Customer Success team and cross-functionally to ensure we meet/exceed goals related to customer retention and (perceived + actual) turnaround time
  • Maintain frequent contact with sales and other externally facing teams to ensure customer engagement efforts are aligned
  • Provide weekly relevant updates to internal teams in Account, Sales, and Product.

Experience and Qualification

  • 2+ years of experience in customer-facing role, preferably in Healthcare or Life Sciences
  • BS in Information Technology, Computer Science, MIS or equivalent experience
  • Multi-lingual a plus. Any one of; Spanish, German, Japanese, Italian, Portugues

Notes

  • All candidates must successfully complete a background check
  • Candidates must be US Citizen or US Permanent Resident
  • Please e-mail resume, cover letter, and include job title applied for in subject line, to: careers@rmarkbio.com

If you are a recruiter or placement agency, please do not submit resumes to any person or email address at rMark Bio prior to having a signed agreement from rMark Bio’s HR department. rMark Bio is not liable for and will not pay placement fees for candidates submitted by any agency other than its prior-approved recruitment partners. Furthermore, any resumes sent to us without a written signed agreement in place will be considered your company’s gift to rMark Bio. and may be forwarded to our recruiters for their attention. Thank you.

rMark Bio is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law.