Global Information Company
・On-going monitoring of customer value to ensure increasing value and minimise attrition risk
・Support account team to demonstrate product value and ROI in support of renewal contract negotiations. Together with AM, prepare customer specific renewal value stories for renewal negotiations
・Focused on total renewal growth (so retention and price uplift)
・Uncover up-sell or cross-sell opportunities in order to grow total revenue base, and pro-actively share with Account Managers and Solution Sales Managers.
Customer engagement plan for solution/portfolio present at customer
・Align the specific solution engagement plan for the specific solution/product portfolio with the holistic customer engagement plan owned by the account manager
・Own the post-sales process for the solution portfolio
・Ensure successful implementation and adoption of solution at customers; ensure delivery of appropriate training (self, via 3rd parties, via on-line offerings) in line with customer engagement plan. Coordinate with global Customer Support team (in Operations).
・Identify new contacts and product users. Turn them into product advocates.
・Engage relevant researchers - users and non-users - directly in order to understand their evolving needs
Usage reporting compliance
・Systematically monitor and analyse usage at customer and regional levels against targets, develop mitigating actions where usage is not meeting objectives
・Coordinate to ensure delivery of monthly usage reporting by central Usage team to key customers (including trend analyses)
Build, maintain and share in-depth knowledge
・Can demonstrate all solutions in portfolio to expert end-users, at a feature level comparison against all competitors
・Trusted advisor to the customer - in-depth knowledge of their very specific research workflow and how they extract value from our solution
・Stay abreast of development in field and market segment, and share with company.
・Active thought-leader in the domain in the specific territory.
・Researcher background (can be in academia) in specific domain
・Have used products in product portfolio, or similar products
・Background in customer engagement and driving customer adoption (minimum of 2 years)
・Fluency in English
・Experienced in working in an international matrixed organisation
・Frequent travel required (40%)
・Experience working in or with life sciences research administration and management functions
・Expertise to program manage complex matrix of internal and external stakeholders
・Life science researcher (any discipline) experience
Full Time Employee
~ 8 million yen (Experiences and skills will be considered)
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