Principal Customer Success Manager

Overview

About our Company: Medidata is powering smarter treatments and healthier people through digital solutions to support clinical trials. Celebrating 25 years of innovation across more than 36,000 trials and 11 million patients, Medidata offers analytics-powered insights and a large clinical trial data set. The Medidata CS3 team is reimagining how we partner with customers. This role is a key customer leadership position, ensuring customers maximize value with Medidata solutions while achieving business goals.Location: Hybrid. Medidata follows a hybrid office policy; employees in in-person positions are expected to work on-site a certain number of days per week in accordance with company policy.Inclusion statement: Dassault Systèmes is committed to building inclusive and diverse teams. Our people are our most valuable asset, and we strive to create a sense of belonging and opportunity for all.Responsibilities

Understand your customers and what makes them tick: ensure customers love Medidata and get the most out of it.Know their goals and strategy: be curious and help customers achieve their objectives using Medidata solutions.Act as the Control Tower and connect people: be the liaison between customers and Medidata teams (sales, product, etc.).Plan with sales to create success plans for customers.Identify opportunities to expand Medidata product usage.Maintain alignment: establish processes so everyone stays on the same page and initiatives run smoothly.Understand the business landscape, including politics and competition.Drive product usage through deep product knowledge and customer needs.Tell data-driven stories: translate information into useful insights and recommendations.Leverage Medidata’s AI Everywhere strategy to solve problems.Advocate for the customer: provide feedback to internal teams to improve Medidata offerings.Define and own Partnership Success: craft joint customer success plans with scope, goals, timelines, success metrics, and plans to overcome barriers to advocacy, expansion, and retention.

Report partnership progress, health, and risks to Medidata’s executive leadership using quantitative and qualitative inputs.

Product and Design Best Practices: facilitate workshops on governance, trial design, adoption, and platform evolution/maturity.Customer Engagement: lead Executive Business Reviews with decision makers and Medidata sponsors to share value, celebrate successes, and course-correct as needed.Voice of the Customer: bring customer feedback into engagement models and product strategy; identify portfolio-wide themes of customer sentiment.Contribute to Medidata Customer Assets: create real-world examples (case studies, reference libraries, thought leadership) to demonstrate impact.Qualifications

Solve problems: strong problem-solving skills and planning ability.People alignment: ability to work with cross-functional teams and achieve consensus.Speed and adaptability: deliver quickly and adjust to changing priorities.Balance: maintain customer and company satisfaction.Communication: clear speaking and writing skills.Business acumen: understanding SaaS business dynamics.Decision-making: make timely choices under ambiguity.Progress tracking: set and measure progress toward goals.Executive presence: professional demeanor and presentation.Active listening and problem-solving: strong listening and analytical skills.Passion and ownership: dedicated and accountable.Life sciences experience: preferred in medical or life sciences field.Extensive customer-facing experience in CS, Sales, or Services.Software knowledge: familiarity with clinical trial software is a plus.Education: bachelor’s degree or equivalent experience.Travel: willing to travel up to 30% of the time.Bonus: MBA or similar advanced degree is helpful.Benefits and Total Rewards

Base pay is part of total rewards, with commissions for many sales roles and annual bonuses for many non-sales roles. Medidata provides competitive benefits including medical, dental, life and disability insurance; a generous pension; and 25+ paid holidays per ..... full job details .....