Job Description

ACTO is the #1 learning and insights platform for the Life Sciences industry, purpose-built to help drive commercial excellence. Optimized for product launches, new hire onboarding, and sales meetings, ACTO helps Sales, Marketing, and Commercial Learning & Development leaders reduce ramp time for field reps and impact performance. Because ACTO only works with pharma, biotech, and medical device companies, we are deeply intimate with the unique needs of the industry and partner with top Life Sciences content, technology, and data providers to deliver value.

The Role:

As a Sr. Customer Success Manager, you will be part of ACTO\'s growing Customer Success Team managing enterprise and mid-market clients. Your main responsibility will be to build strategic relationships with Executive Stakeholders, success and retention of his clients and additionally the health of each account. You will be responsible for the client\'s journey with ACTO by providing them with proactive guidance, recommendations, best practices, platform training and provide strategic support to implementation specialists on any implementations.

Mission: To become the trusted advisor to the relationship while focusing on the success, retention and growth of each of your client accounts.

In this role, the following core responsibilities include:

• Own and manage the growing client base of ACTO enterprise and mid-market accounts including some of the world\'s leading organizations in the Pharmaceutical/Medical Devices industries focusing on increasing adoption, customer retention, and customer satisfaction
• Develop a Customer Success strategy for your clients, and successfully onboard new clients, assist to realize value, run executive business reviews and ensure client renewals/growth
• Develop adoption strategy with your customers to drive increase in usage and engagement
• Work with Services team to effectively Onboarding Customers, Train Admins and map out and execute implementation strategy
• Completely immerse yourself and build mastery in ACTO\'s mobile solution, business model, and guide clients on best practices to optimize the consumption of ACTO releases (e.g. governance and change management)
• Partner with Implementation Managers and Account Executives to ensure successful deployment and engagement with ACTO
• Consult with clients on their internal learning and development strategy and challenge leaders to drive change across their organization
• Develop detailed account plans and manage in conjunction with cross functional teams on an ongoing basis to manage renewals and identify upsell opportunities for each account
• Play an integral role as the voice of the client by creating a customer feedback loop with product management to surface client requests and help translate client feedback into product requirements
• Collaborate with the Marketing team to educate clients on new product features/releases by running Webinars, Email Campaigns, and User Meet-ups. In addition, grow customer advocacy initiatives such as case studies, references, customer testimonials, etc.
• KPI\'s include: Adoption metrics, activation percentage, renewal percentage, gross retention, net retention

Recommended Experience:

• At least 3 years of experience in a customer success and/or program management role
• Ideal candidates will have worked with customers/vendors on large-scale projects
• Managed large-scale projects and held customers/vendors accountable on timelines, budget, and deliverables
• Worked with enterprise level clients on challenging projects
• Life-sciences experience is not necessary but preferred
• Bachelor\'s Degree or Equivalent

Perks

• Industry leading, multiple award-winning technology
• Results-driven and collaborate culture
• Competitive compensation package
• Company MacBook
• Budget for work-from-home set-up (FTE)
• Monthly work-from-home allowance (FTE)
• Flex hours (overlapping with our core hours)
• Work from anywhere
• Full benefits package (health, dental, vision, etc.) (FTE)
• Unlimited PTO (FTE)
• ACTO Be Human Days (ACTO additional PTO)

At ACTO we believe diverse and inclusive teams perform better. We are an equal opportunity employer and are committed to working with applicants requesting accommodations during our interview process. We thank everyone for their interest in ACTO, only those applicants that have been selected for an interview will be contacted.

ACTO