Customer Success Executive, Paris, FRANCE

SOPHiA GENETICS

Dec 12th, 2022

SOPHiA GENETICScombines deep expertise in life sciences with mathematical capabilities in data computing to create the future of AI-assisted Medicine.

We are looking for a creative and strategic Commercial Marketing Manager to join our team! Reporting into our Director of Scientific and Product Communication, they will work closely with teams across the organization to develop innovative marketing plans, drive commercial lead generation, and communicate the benefits of the SOPHiA DDM™ Platform in supporting multimodal data-driven medicine.

SOPHiA GENETICS (NASDAQ: SOPH) combines Data-Driven Medicine, Genomics and Radiomics, to ensure that the data used to help patients today will also benefit the patients of tomorrow.

WHAT CAN WE OFFER YOU

A challenging opportunity as The Customer Success Executive is a customer’s advocate and is responsible for ensuring customer feedback is heard and acted upon. The Customer Success Executive is also responsible to provide strategic and competitive feedback to R&D and Product Development teams to continuously grow our solution portfolio.

Therefore, if you’re a dynamic, self-motivated professional who believes nothing is impossible, love to learn and be curious, we’d love to have you as part of our team!

More Insights –

The Customer Success Executive is responsible of the account and his/her first responsibility is to ensure customer success and satisfaction to drive revenues and sustain customer retention and loyalty. The Customer Success Executive is responsible to develop a relationship of trust and transparency with the customer, build relationships with executive decision-makers, evaluate and analyze customer needs to develop further the business.

The Customer Success Executive is also responsible to manage contracts and tender renewal, anticipate issues and identify opportunities for upselling to ensure growth potential in the assigned accounts.

Working cross-functionally with Sales SMEs, Support, Product management, Supply chain and Quality team members, the Customer Success Executive is responsible to foster a strong sense of community, information sharing and customer-centric mindset to provide the customers with the best experience and promote customer loyalty.

Requirements

Main Responsibilities:

  • Manage the account through frequent contact with the customers/channels (users, decision makers, influencers). Create engagement strategies with customers/distributors to develop a professional relationship understanding the customer needs and translating in business opportunities
  • Build a trust relationship with the customer/channel, through a consultative approach, acting transparently, providing value and creating a virtuous circle that ensures mutual success
  • Update the company CRM on a weekly basis and provide up to date report to the Customer Success Manager
  • Bring the voice of the customers in the company and manage the challenge to mediate between the customer’s requests and the company’s vision
  • Support and coordinate requests for customers contact from colleagues to get information on market and product trends
  • Conduct regular Internal Business Reviews, Quarterly Business Reviews and Customer Business Reviews to maintain effective collaboration and delivery of strategic goals on key accounts
  • Ensure a smooth hand-over from Sales and SME to support the Implementation team
  • Willingness to travel minimum 50% of time to visit clients/distributors
  • Take customers/channels through the shortest path to value so that they can get some return on investment as soon as possible and start generate revenues
  • Responsible to reach or better exceed the revenue target. Forecast accurately and ensure a great sales pipeline management
  • Keep track of contract expiration dates and proactively follow up with customers/channels to renew the contracts keeping out the competitors and conduct end to end assessments of renewal opportunity to deliver maximized value year on year
  • Understand customers & channels needs, identify opportunities for upselling or to provide additional services and immediately engage the sales responsible of the account/territory
  • Constant monitoring of the customer usage in order to react to a decrease in the usage and work with the customer/channel to maintain or better increase the revenue generations
  • Ensure to drive organic adoption of the Platform thanks to an outstanding user experience, maximizing gross revenue growth year on year

Requirements

  • Bachelor degree in Biology, Biotechnology, Pharmacology. PhD and/or MBA are a plus
  • Good command of French and English speaking
  • Minimum 2 years of experience in sales or SME position or Product Specialist or Business Development
  • Good experience in customer management (minimum 1 year)
  • Able to communicate effectively with customers, team members and stakeholders
  • Active listening
  • Able to build strong relationships with customers and stakeholders
  • Able to gain customers’ trust and loyalty
  • Customer centric mindset
  • Ability to work under tight timeline and deliver on time
  • Strong decision-making skill and ability to weigh pros and cons, consider risks and make the best choice for the customer and the company
  • Creating and following up account planning strategy
  • Good understanding of Genomics and NGS is required, basic knowledge of bioinformatics is a plus
  • Experience in understanding the customer needs in the context of the complexity of an hospital
  • Experience in managing tenders is a plus

Benefits

You will be joining an organization with the patient at the heart of every decision and action, driven by purpose as we drive exponential growth. It comes with following perks and benefits:

  • A flexible and friendly working environment with a collaborative atmosphere
  • International and multicultural environment
  • A fast-growing company with plenty of opportunity for personal growth and development
  • Meal vouchers card (Swile)
  • Health Insurance
  • All the accessories you need: MacBook Pro, Keyboard, Monitor, Noise-cancelling headphones
  • Vacation bonus in June
  • Onboarding program and welcome kit for new joiners

Starting date: ASAP (or as agreed)

Location: Home office based (Paris, France)

Contract type: Permanent, Full-time

If you require alternative methods of application or screening, you must approach SOPHiA GENETICS directly to request this, as we're not responsible for the employer's application process.

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