Customer Success Manager

Solvias seeks a Customer Success Manager to oversee client relationships, coordinate cross-functional support, and ensure high-quality service delivery in a dynamic environment.

This position is part of the Customer Success Team, focusing on delivering exceptional service to clients. The role involves managing customer interactions, coordinating support across departments, and ensuring smooth onboarding and issue resolution. It suits an organized individual who is customer-focused and thrives in a dynamic, matrix-based environment.

Responsibilities

• Manage daily communication and support for accounts without a dedicated Project Manager.
• Provide prompt and professional responses to all customer inquiries.
• Collaborate with internal teams, such as Operations and Quality, to resolve customer queries.
• Inform customers about any deviations or Out of Specification (OOS) results.
• Maintain a central repository of key customer information.
• Organize and lead customer meetings, technical visits, and presentations.
• Support customer audits, representing the PMO for assigned accounts.
• Ensure smooth onboarding with complete and accurate order information.
• Collaborate with Order Management to improve customer data quality.
• Uphold Solvias’ client engagement principles and promote customer-centric behavior.
• Monitor and report customer feedback using relevant KPIs and metrics.

Requirements

• Solid experience in customer-facing roles, preferably in a CRM/CDMO environment or customer service.
• Strong commercial awareness and business mindset.
• Skilled at building and maintaining internal and external relationships.
• Quick and effective issue resolution with stakeholders.
• Highly organized and detail-oriented.
• Confident in data analysis and KPI tracking.

Nice to have

• BSc in Life Sciences preferred, with 2+ years in a Life Science or customer service role.
• Excellent written and verbal communication across functions in English, French or German is an asset.

About the company

Solvias promotes customer-centric behavior and has specific client engagement principles. The work environment is dynamic and matrix-based.

• Promotes customer-centric behavior.
• Has specific client engagement principles.
• Dynamic and matrix-based work environment.