Manager – Customer Success and Business Development

About us

Thieme is an award-winning international medical and scientific publisher with a rich history of 130+ years. Thieme has demonstrated its commitment to the highest standard of quality in the state-of-art content and presentation of all of its products. Thieme is a multinational company with offices in 4 countries, Stuttgart – Germany, New York – the U.S.A., Noida – India, and Rio – Brazil.

Job Summary: The role focuses on the aggressive engagement with existing customers and requires proactive customer relationship management, engagement strategies and deep product knowledge to maximize customer satisfaction, retention and growth.

The candidate will also be responsible for business development for Thieme’s growing product and services after analysing the prospects (new or existing customers). The candidate will work targeting Individual doctors, academic institutes, medical colleges, research organizations and corporate hospitals, in the country/region assigned.

The role involves closely working with multiple internal and external holders spanning Sales, Marketing, Finance and Operations functions.

Summarily, this position will be trusted advisor, brand advocate and primary point of contact, fostering long term loyalty and business growth.

Roles & Responsibilities

Account Management and Customer Retention:

Managing the entire customer lifecycle, from onboarding to renewal, with a focus on customer success. Collaborating with sales/marketing for account renewals and licensing.

Strengthening retention and renewals by identifying value stories, proactive engagement, solving issues, and ensuring continuous value delivery by being a trusted partner.

Identifying upsell and cross sell opportunities aligned with customer needs and business goals.

Collaborate with sales and marketing teams to drive renewals and expand account value.

Manage customer satisfaction (eg. Net Promoter Score) and address churn risks timely, need based. Manage cancellations within desirable limit.

Tracking renewals through following up with customers and vendors. Assisting Customer service and finance teams with Payment, dispatch and collection.

Onboarding & Training:

Guiding new customers through smooth onboarding, while equipping them with knowledge and tools to maximize product usage. Creating accounts, creating access etc.

Engage with existing and potential customers before demos to understand their needs, tailor presentations, and set clear expectations. Guide customers about product usage including its features, usage and benefits, act as a POC for any troubleshooting required in due course.

Monitor customer usage and engagement metrics to identify adoption gaps and intervene proactively and establish connections with key stakeholders, internal and external.

Create support documentation including user guides, FAQ’s and training calendar/collateral.

New Business Generation:

Identifying and nurturing new leads through targeted outreach, leading closure of new accounts and a solidified sales pipeline. Working closely with marketing team to enhance outreach and market expansion.

Conducting periodic business reviews to present additional product features & services by identifying and executing opportunities to grow existing accounts.

The role would carry Sales Quota for renewals and new business.

Customer Advocacy: Acting as a trusted advisor, ensuring clients’ goals are met and exceeded through the company’s solutions.

Data-Driven Reporting: Utilizing analytics platforms & tools to generate insights, track performance, and optimize customer success strategies.

Report on key success metrics such as usage, downloads, activation rate, retention and customer satisfaction to the leadership. Monitor KPI’s and analyse performance dashboards periodically.

Collaboration with Marketing and Finance :

Work closely with marketing to align on lead generation strategy, define and validate MQL’s and enhance campaign effectiveness.

Assist in execution of digital marketing campaigns through tools/CRM available.

Assist Finance and Accounting team with periodic billing information, calculations, pricing and reconciliation of institutional/vendor accounts.

Database and CRM Management:

Since this is an evolving role, the database creation and management of data accuracy would be important to build future prospects and market expansion, the role would involve strategizing the requisite skills.

Required Background & skills:

A graduate from a reputed university. Science / Medicine background would be an added advantage.

Experience of 7-10 years in field sales role preferably in institutional sales, digital engagement or account management.

Excellent interpersonal, good verbal and written communication and presentation skills.

Analytical mindset with experience of using data to drive decisions.

Strong attention to detail and ability to prioritize daily workload independently. Team management is desirable.

Excellent time management, scheduling adherence skills and multitasking.

Knowledge of/ Interest in helping institutions/academic community to perform well in their field of study.

Role would require travelling for business.

Desirable:

Building, managing, and mentoring high-performing customer success team to meet and exceed goals.

Strong understanding of education business and academic processes, preferably Medical and Sciences.

Experience with reporting tools like Excel (pivot tables, VLOOKUP), Power BI.

We offer the following benefits to our employees:

• Hybrid Working Model
• Gratuity
• Mediclaim for the self, spouse, and up to three children
• Accidental insurance with a sum insured of 15 lakhs
• Term Life Insurance
• Five-day working week
• Performance-based Bonus
• Paid parental leave