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SaaS Customer Success Manager

  • Experience: Experienced
  • Contract: Permanent contract
  • Location: Millburn NJ, United States

We’re
Bluecrux. Pleased to meet you!

Founded in 2011, Bluecrux is a value chain
consulting and technology company. Our experts and software solutions help to
transform today’s supply chains into smart, efficient, and fully integrated
value chains. We believe that only true collaboration leads to innovation, by
converging at the intersection of our knowledge and our customers’ ambition and
linking expertise with technology and problems with solutions.

We’re a
community, a movement that’s built at this intersection, which we call “the
Cutting X”: it’s where supply chains evolve and value chains are forged. Our client portfolio includes some
of the world’s largest companies, including Johnson & Johnson, GSK, Roche,
Bridgestone, AkzoNobel, Beiersdorf, Oatly, and many more. Our desire to work
closely with them is also reflected in our global presence, with offices both
in Europe and the US.

Our international SaaS scale-up product Binocs digitally
schedules and plans QC laboratories and Cell Gene Therapy production facilities
with an AI scheduling co-bot, “what-if” based scenario planning, actionable
analytics and zero-code integrations. To support our expansion, we are
currently on the lookout for a SaaS Customer Success Manager, to
join our team in the US (brand new offices in Millburn, New Jersey).

Your role

  • The Customer Success
    (CS) team ensures that our customers get the optimal value from their
    Binocs environment. That means that we guide them through the
    Binocs implementation and work with them during their entire
    subscription to ensure adoption, effective usage, and strategic
    collaboration
    .
  • Within these customers,
    typically renowned pharma/biotech companies, you will be Binocs’
    representative and will be the SPOC for the client’s stakeholders.
  • As a Saas Customer Success
    Manager (CSM), you pick up the customer environment from your
    implementation colleagues around the moment of go-live. You thoroughly
    understand our customer’s lab environment related to their organization,
    their strategy and operations, the Binocs implementation, and its added
    value.
  • This allows you to
    adjust the software configuration as needed to respond to changing
    requirements, identify and prepare to upsell opportunities, link the
    client with different Bluecrux stakeholders, and act as a product
    ambassador
    by
    introducing the most valuable new features in your client’s context.
  • Your ability to build
    relationships
    with
    key users based on your thorough understanding of the customer’s Binocs
    environment will make you successful in this role.

Sounds like what you would like to
do? Read on

Your
profile

  • You have a minimum
    of 5 years of experience in SaaS
    : consulting roles, CSM,
    implementation or sales.
  • You have strong
    consulting skills
    and are able to lead and structure discussions to understand
    customer requirements
  • You have excellent
    communication skills
    (verbal and written), you can talk to a wide range
    of people and succeed in making them smile – even over the phone.
  • You enjoy strengthening
    customer relations.
  • You have a Master’s
    degree; business or bio-engineering would be a plus.
  • You are able to analyze
    and interpret data analytics.
  • You are an entrepreneur
    – you like fast-paced and dynamic environments where your job content can
    evolve quickly.
  • Ideally, you have an
    affinity with the life sciences industry either through your education or
    experience. This background would allow you to easily link our customers’
    world to Binocs’ capabilities.
  • We have brand new offices in Millburn and we work in a hybrid way (remote combined with at least 1 day at our Millburn office). So you live in the greater New Jersey area or are flexible to relocate to this region. You will also have the opportunity to travel.

Our offer

  • You become part of a
    highly motivated team who believe in the above-mentioned values in their
    day-to-day activities.
  • Room for initiative,
    room to enhance your personal and professional skills, but most
    importantly: room to be yourself.
  • A great place to work
    with lots of growth opportunities, where we make room for initiative and
    allow you to enhance your personal and professional skills, but most
    importantly: there is room to be yourself!!!
  • We know you by your
    first name and ‘don’t let titles or levels withhold us from being truly
    aware of your talents.
  • Team events & fun
    such as yearly Bluecrux weekends, last Friday meetings with drinks,
    teambuilding & activities.
  • A competitive
    compensation package, including a generous PTO program, medical and
    optional dental insurance, a bonus program, and a 401(k) plan with fixed
    employer contributions.