Customer Success Manager

• Salary of up to £40k (depending on experience)

Sonrai is a Belfast-based AI data discovery company on a mission to help save patient lives through AI technology. We enable Biotech and Pharma companies to reduce the cost, time, and risk from early discovery to clinical trials, accelerate drug, biomarker, and diagnostics, maintain a secure and compliant Trusted Research Environment, and effectively and safely manage data.

Our bioinformatic cloud product is sold on a licence fee basis, along with accompanying data science and software engineering professional services. Our clients and partners already include some of the biggest names around, and we're now looking to appoint a Customer Success Manager to help deliver our strategy. It's a great time to be joining Sonrai; over the past two years, we have:

Successfully grown our customer base across a range of biotech and pharma organisations globally

Grown our team to 35+ and won multiple awards

The Customer Success Manager will work closely with the Director of Customer Success and the wider Sonrai team to enable success of clients and partners, and promote client growth and retention.

Ensure clients within your portfolio have the right tools and support to succeed.

Establish strong professional relationships with each client and develop a solid understanding of their current needs and anticipate future needs.

Be the primary point of contact for your clients and manage all aspects of service delivery within your portfolio.

Develop and maintain sufficient knowledge of Sonrai products to carry out the role effectively.

Work closely with technical teams to ensure client needs are met.

Plan and lead internal and external meetings.

Identify appropriate opportunities for account growth.

Support client retention by planning ahead for client contract renewal.

Report regularly to the Director of Customer Success on client account progress and issues.

Generate Key Performance Metrics in line with business objectives.

Maintain compliance with Sonrai's quality management system.

UK and international travel may be required as necessary to meet with clients. Frequency of travel is dictated by business need, estimated at 1-3 short visits per year.

You will have:

A Life sciences, bioinformatics or software-related bachelors degree (2.1 or higher) or equivalent (relevant post graduate qualification desirable)

2+ years relevant professional experience in a customer facing role (such as at a CRO, or PAAS or SAAS company)

A good understanding of the role of biomarkers and data analytics in precision medicine.

Excellent project management skills including ability to plan and prioritise tasks whilst maintaining a high level of accuracy in all work carried out.

Experience successfully managing projects in a professional environment.

Demonstrate confident, effective and professional communication skills (written, oral and presentational).

Evidence of ability to manage time and workload effectively while in a remote working environment.

Ability to deal skillfully and promptly with new situations in order to identify feasible and practical solutions.

Ability to work across a range of functional and organisational boundaries.

Demonstrated ability to work successfully both independently and within a collaborative team including fostering trusting working relationships with internal teams and clients.

Proficiency in use of project management tools.

Right to work in the UK or Ireland for a minimum of 2 years from the date of any job offer from Sonrai

Proficient to a relevant level of Business English

Competitive salary and commission structure

Employer pension contribution

Enhanced Maternity Leave and Paternity Leave

Opportunity to work from home

25 days annual leave plus 10 public/bank holidays

Training budget / strong focus on staff development