About the job
Why Billennium?
At the heart of Billennium is our vibrant culture, where people come first. We foster an environment that values diversity, inclusion, and flexibility, ensuring every employee feels accepted and empowered to grow. Our core values represented by the acronym TIGER – Trust, Innovation, Growth, Energy, and Responsibility – guide us in everything we do.
About the Role
We are seeking an experienced Customer Success Account Manager to strengthen our relationships with strategic customers in the pharmaceutical and life sciences industry. This role will be responsible for ensuring customer satisfaction, growing existing accounts, and driving measurable business outcomes by aligning customer needs with cloud, data, and AI-enabled solutions.
Key Responsibilities:
- Customer Advocacy – Act as the main point of contact for customers, ensuring their needs are addressed and providing a trusted resource for day-to-day support.
- Delivery Enablement – Partner with delivery teams to drive stronger execution, maintain alignment with customer expectations, and ensure project success.
- Account Sentiment & Relationship Management – Build and maintain strong relationships with stakeholders, influencing overall account health and customer satisfaction.
- Escalation Support – Manage and resolve tickets and escalations by coordinating with delivery, engineering, and solution teams.
- Account Growth – Identify renewal, upsell, and expansion opportunities by understanding customer workflows and evolving needs.
- Voice of the Customer – Capture feedback and represent customer priorities internally to influence roadmaps and solution enhancements.
- KPI Tracking & Value Demonstration – Monitor key performance metrics, report on delivery success, and demonstrate ROI to customer leadership.
- Collaboration – Work closely with Account Directors, Business Development Managers, Delivery Leads, and Solution Teams to ensure consistent alignment and outcomes.
Qualifications:
- 8+ years of experience in customer success, account management, or consulting in the life sciences or IT services sector.
- Proven track record of managing enterprise customers, resolving escalations, and driving account growth.
- Strong understanding of project delivery lifecycles and ability to manage competing priorities and timelines.
- Excellent communication, negotiation, and problem-solving skills.
- Experience working cross-functionally with sales, delivery, and product teams to ensure customer success.
- Competitive Compensation – Base salary + performance-based bonuses.
- Career Growth – Work on global projects & upskill with training & certifications.
- Flexibility – Choose remote, hybrid, or office work.
- Learning Culture – Access to learning platforms, mentoring & knowledge-sharing.
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