Csm - Switzerland

Customer Success Manager

Intent

To have a group of commercially focused consultants who discover new business and develop our customer relationships to a strategic level.

The CSM role is often a transition role from SD / Technical into a more commercially focused role.

There is frequently a need when a CSM may need to conduct typical SDM duties. This role description focuses on the activities which are specifically required in the CSM role.

**Responsibilities**:
To understand the customer needs and identify sales opportunities within an account.

To define a strategy to understand the customer and then develop our relationship so that we meet the customer needs. The focus is to grow that customer engagement.

To create account strategies which are then implemented to generate a predicable revenue stream from the set of customers respectively.

To manage risk by going into new business areas with a customer. The CSM is expected to expand our footprint into new business departments within a customer engagement.

To keep the CRM up to date and to maintain the account strategy so that we maximise the potential in an account. This data must be communicated to the Client Partner and Leadership team respectively.

The ultimate goals are to create a long-term relationship; build the customer revenue year on year and to be the trusted Enterprise Scientific Service provider to each of our customers.

To work closely with the assigned SDM to ensure that we do not have delays in projects and that we have the necessary people we need ready as we close new business.

To identify how the customer will measure success at a business level. Followed by ensuring this is adequately measured and the information is fed back to be reviewed with the customer.

To negotiate the MSA and terms with a customer. To ensure we have up to date and realistic billing rates and commercial terms. This includes ensuring we have:
Minimum billing periods of 4 hours for remote and 1 day for on-site.

7.5 hour contract days.

Ensure that charge for travel time and associated costs.

We have annual price increase clauses in our rates which are no less than annual CPI.

The CSM is responsible for reviewing the commercial terms; ensuring that the commercial terms are known to the respective SDM / project team members to ensure that we have accurate translation of time to money.

SDM-CSM Overlap Duties

It may also be the case that the SDM is more focused on specific projects where the CSM is looking at the overall customer relationship across multiple projects. Key areas of overlap will include:
Customer satisfaction. Someone performing the CSM role (even if their job title is SDM) owns the overall commercial success for the customer.

Customer communication. Making sure the customer knows what we are doing and our progress on the delivery. Typically, an SDM role but it could be a CSM who is carrying out the SDM function as well on an account.

The importance is that the roles of the SDM and CSM are carried out even if it is one person. If two people are carrying out those roles, ensuring that there is no duplication of work, collaborating and ensuring any overlap is communicated clearly to all parties.

**What is Zifo**:
Zifo RnD Solutions is a fast-growing global organization with a presence in US, UK, Germany, France, Japan, China, Singapore, Switzerland, Spain, Ireland, Canada, and India. Zifo helps organizations strategize, design, implement and support their systems in the areas of Laboratory Informatics, Scientific Data Management, Clinical Biometrics, Genome Informatics and Compliance Solutions.

If you are attracted by the idea of joining a team where the employee is integral to the success of the company, where trust, empowerment and self-development are more than just words. then Zifo could be the Company for you. Here at Zifo, these values are the backbone of our culture.