Customer Success Manager I


Country:United States

Office Location:Hamilton, NJ (US HQ)

Experience Level:6-9 years

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If you share a true passion for technology, enjoy working together in developing solutions, share ideas, and exchange knowledge we want to talk to you. Sparta Systems is the Leader in Enterprise Quality Management Solutions (EQMS) and moving forward!

Sparta Systems, Inc. helps the world’s leading Life Science, Med Device, Health Care, Consumer Products, and Manufacturing companies improve their products by managing the data, processes, and compliance associated with quality management across the value chain. Our two Quality Management Software (QMS) flagship products, Trackwise and Trackwise Digital are the regulated industry’s standard and solutions for on-premise and cloud-enabled quality management systems. To ensure that our SaaS customers experience exceptional onboarding and adoption with their Sparta subscriptions, we created a world-class “Customer Success” organization. As a Customer Success Manager (CSM) you will: • Serve as primary customer relationship owner after contract signing • Act as a trusted advisor, providing best practices and industry resources and helping to develop customers’ quality management strategies • Proactively monitor SaaS implementation and adoption to identify ways to achieve more efficiency and value • Promote awareness and understanding of the latest SaaS features and provides adoption recommendations • Work with customers to define success and achieve quality management goals • Act as an escalation and coordination point of contact for issues requiring a high degree of cross-departmental collaboration • Ensure the voice of the customer is represented in product and service planning discussions

Required skills:

  • Bachelor’s degree or Master’s degree in related field or equivalent work experience.
  • Deep project management and problem-solving skills
  • Demonstrated ability to drive customer loyalty and satisfaction, as measured by customer renewals, advocacy, and increased share of wallet
  • Customer facing consulting, facilitation, negotiating, & listening skills 
  • Strong understanding and experience with and related customer experience management platforms
  • Understanding of key metrics that make up customer success scorecards
  • Minimum 7 – 10 years related experience, including a proven track record performing in a customer success and/or strategy & operations role.
  • Minimum 3 – 5 years’ experience in a B2B SaaS customer success environment with responsibilities in the mid-market and enterprise segment.
  • Change management experience with strong understanding of customer experience related metrics.
  • Proficient understanding and experience with and related customer experience management platforms.
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of Sparta as well as customer’s organization. Excellent soft skills, including listening, facilitation and the ability to adjust communications style based on the audience.
  • Pharmaceutical/Medical Device/Consumer Product industry vertical expertise preferred.
  • Travel requirements:  Travel to customer sites as required

Preferred Skills:
  • Technical experience/skills building communicates (e.g. Salesforce, Jive, etc) and Customer Health scorecards 
  • Understanding of Enterprise Quality Management systems
  • Pharmaceutical and Medical Device vertical experience
  • Experience leading customer quarterly business reviews

Founded in 1994, Sparta Systems is the world’s premier provider of cloud and on-premise quality management software. We offer the solutions, analytics, and expertise that speed up quality and compliance. Companies in life sciences, consumer products, discrete manufacturing and more, rely on Sparta.

Sparta Systems Offers:
  • Competitive salaries
  • 401k and great benefits package
  • An outstanding collaborative work environment in our state of the art facility
  • Employee engagement programs such as Sparta Gives Back, Wellness, Spirit Committee, etc.
  • An opportunity to work for the world's premier provider of cloud and on-premise quality management software
Sparta Systems, Inc. is the industry leader for global enterprise quality management solutions (EQMS) and compliance management systems. Its TrackWise Enterprise Quality Management Software is a web-based software application used by quality, manufacturing, and regulatory affairs professionals to manage quality and compliance issues across the enterprise. We have an extensive customer base in the life sciences and other highly regulated industries. Sparta Systems offers its customers a complete solution for global quality management needs, including the onsite support required throughout the project lifecycle.

Life is short… Work somewhere outstanding… Sparta Systems!

Sparta Systems in an Equal Opportunity Employer with our Headquarters located in Hamilton, NJ

© 1995-2019 Sparta Systems, Inc. All Rights Reserved.
© 1995-2019 Sparta Systems, Inc. All Rights Reserved.Sparta Systems Logo