Customer Success Manager

Sonrai; Belfast; Hybrid; GBP 40,000 - 46,000; Full time

Job summary

Join a leading AI data discovery company in Belfast as a Customer Success Manager. In this role, you will ensure the success of clients by developing strong relationships and understanding their needs. With competitive salary and flexible working options, this is an opportunity to make a significant impact in life sciences and healthcare analytics.

Benefits

Competitive salary and commission structure

Employer pension contribution

Enhanced maternity and paternity leave

Opportunity to work from home

Flexible working hours

25 days annual leave plus 10 public holidays

Training budget focused on staff development

Equipment budget for remote work

Private medical insurance

Qualifications

• 2+ years in customer-facing role.
• Good understanding of biomarkers and data analytics.
• Experience managing projects in a professional environment.

Responsibilities

• Ensure clients have the right tools and support to succeed.
• Establish strong professional relationships with each client.
• Manage all aspects of service delivery.

Skills

Project management

Communication

Client relationship management

Education

Life sciences, bioinformatics or software-related bachelor's degree

Tools

Project management tools

Job description

Job Type: Full-Time Permanent

Reports to: Director of Customer Success

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

Commission: Up to 10% (qualifying criteria applies)

Location: Belfast office 2days/home working 3 days

About Us

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

Opportunity & Responsibilities

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.

Specific Responsibilities include:

• 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.

Essential Criteria

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

Benefits

• Competitive salary and commission structure
• Employer pension contribution
• Enhanced Maternity Leave and Paternity Leave
• Opportunity to work from home
• Flexible working hours
• 25 days annual leave plus 10 public/bank holidays
• Training budget / strong focus on staff development
• Equipment / working from home budget
• Private medical insurance

More than a Job

We’re working with global research leaders and industry powerhouses to enable and support truly life-changing advancements within healthcare analytics, bioinformatics, and precision medicine. We’re driven by the potential impact our products might have on supporting ground-breaking predictions, and we’re seeking passionate individuals to help us accelerate those plans.

Don’t meet every requirement? Studies have shown that women and people of colour are less likely to apply to jobs unless they meet every qualification. At Sonrai, we are dedicated to building a diverse, inclusive, and authentic workplace, so if you’re excited about this role but your experience doesn’t perfectly align with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

How to Apply: Interested candidates should submit their CV and cover letter detailing their interest in the position to Joy Kavanagh, Director of Customer Success, at [e-mail].

Sonrai is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

For data protection reasons, Sonrai retains applicants' CVs for 6 months after the application; after this, CVs are deleted. Sonrai does not retain CVs on file for future roles. Please refer to our Privacy Policy on our website for further details.

Sonrai Analytics is an Equal Opportunities employer.We encourage applications from underrepresented and minority backgrounds.