Customer Success Manager – Evinova China

At Evinova, we put patients first and strive to meet their unmet needs worldwide. Working here means being entrepreneurial, thinking big, and working together to make the impossible a reality. If you are swift to action, confident to lead, willing to collaborate, and curious about what science can do, then you’re our kind of person.

Evinova is a health-tech business, separate company within the AstraZeneca Group, accelerating the delivery of better health outcomes by propelling the life sciences sector forward in digital health, from the inside. Through our application of science-based expertise, evidence-led rigor, and human experience-driven insight, our digital solutions are deliberately crafted so that everyone can reach better health outcomes together.

Customer Experience is a crucial to Evinova success, and we are building our technology, processes and culture on ensuring maximum value realization for customers, anchored in “lovable” on-boarding journeys for new customers and world-class, pioneering customer service and support for existing customers. 

Our Customer Success Manager will play a pivotal role as the responsible lead for building strong, enduring relationships with our customers; enhancing their overall experience with the company. Working in close collaboration with Commercial, Product, Delivery and Engineering teams, the role will serve as a bridge between the customer and Evinova and is focused on ensuring our customers are happy, successful and can demonstrably measure the value from our products.

You will:

The Customer Success Manger of China is a key role for retaining customers and driving long-term business growth in China. This role will report to General Manager of China directly with a dotted-line to Global Head of Customer Experience.

This position offers the opportunity to lead, innovate, and make a significant impact on our ability to differentiate the Evinova customer experience.

Customer Relationships: As a key contact point with our global customers, you will need to build long-term relationships with a variety of customer contacts and cultures, providing personalized support and addressing any issues or concerns.

Customer Support: You’ll work closely with Product, Delivery and Engineering teams to ensure customer problems are resolved quickly and efficiently; acting as the escalation point for service support processes and as an advocate ensuring feedback is contextulised and prioritised with Product teams. You’ll keep customers informed of new features and updates with the products.

Customer Innovation: You’ll develop and implement strategies to engage customers proactively, identifying opprtunities to introduce additional product lines, improve operational processes and pre-empt requests

Customer Success: You’ll analyse customer data and service health to identify trends, patterns and areas for improvement and implement in collaboration with Evinova teams to ensure customers are using the products to full potential and are realising the value and ROI. You’ll work with customers to build a value framework which you will use to help build and communicate success stories. You are a key part to customer retention.

Customer Insight: You’ll advocate our customers internally, providing insight & reports to inform on customer satisfaction, health and key improvements. You’ll identify opportunities for growth, anticipate market trends and understand how our product roadmaps will change our Services and know how to position these effectively with our customers

Minimum Requirements/Qualifications:

• Previous experience (Minimum 7 years) in a customer success, customer service, delivery or account management role within a SaaS company within the healthcare industry.
• A deep understanding of both business to business (B2B) and business to consumer (B2C) delivery models to meet the needs of diverse stakeholders across the clinical development and healthcare ecosystem.
• Experience of working with and knowledge of digital health regulations and compliance (e.g. GxP, SaMD).
• An exceptional customer-centric approach and a passion for service.
• Excellent verbal and written communications, including the ability to explain technical concepts and practices to non-specialist audiences.
• A proven track record of exceeding customer satisfaction and retention goals.
• A strategic mentality to identify opportunities for growth, anticipate market trends, understand how our product roadmaps will change our Services and know how to position these effectively with our customers.
• Strong problem-solving and analytical abilities.
• Experience working in a global organization with multi-partners, collaborators and team members, spread out in a diverse culture environment.
• Ability to lead multiple accounts and projects simultaneously across multiple geographies.
• Ability to handle multiple internal customers to drive delivery across multiple geographies and cultures.
• Experience of managing and building partnerships with third party suppliers
• Technical savvy; the ability to understand the Evinova products suite and use digital methods for reporting (e.g. Service Cloud, Power BI, key analytical programs).
• A proven record of commercial skill in helping customers with value realisation for products or services with confirmed ability and experience in building return on investment models, communicating value realisation.
• Experience of driving and running change management of adopting a new IT or digital solution for a MNC customer or in a global organization.
• Fluent English and Mandarin, both can be used as working language.

Why Evinova (AstraZeneca)?

Evinova draws on AstraZeneca’s deep experience developing novel therapeutics, informed by insights from thousands of patients and clinical researchers. Together, we can accelerate the delivery of life-changing medicines, improve the design and delivery of clinical trials for better patient experiences and outcomes, and think more holistically about patient care before, during, and after treatment. We know that regulators, healthcare professionals, and care teams at clinical trial sites do not want a fragmented approach. They do not want a future where every pharmaceutical company provides its own, different digital solutions. They want solutions that work across the sector, simplify their workload, and benefit patients broadly. By bringing our solutions to the wider healthcare community, we can help build more unified approaches to how we all develop and deploy digital technologies, better serving our teams, physicians, and ultimately patients. Evinova represents a unique opportunity to deliver meaningful outcomes with digital and AI to serve the wider healthcare community and create new standards for the sector. Join us on our journey of building a new kind of health tech business to reset expectations of what a bio-pharmaceutical company can be. This means we’re opening new ways to work, pioneering innovative methods, and bringing unexpected teams together. Interested? Come and join our journey.

Location: Shanghai China

Salary: Competitive + Excellent Benefits!

So, what’s next?

Are you already imagining yourself joining our team? Good, because we can’t wait to hear from you!

Where can I find out more?

Our Social Media, Follow Evinova on LinkedIn https://www.linkedin.com/company/evinova/

Learn more about Evinova www.evinova.com

Date Posted

23-Jan-2025

Closing Date

20-Feb-2025

AstraZeneca embraces diversity and equality of opportunity. We are committed to building an inclusive and diverse team representing all backgrounds, with as wide a range of perspectives as possible, and harnessing industry-leading skills. We believe that the more inclusive we are, the better our work will be. We welcome and consider applications to join our team from all qualified candidates, regardless of their characteristics. We comply with all applicable laws and regulations on non-discrimination in employment (and recruitment), as well as work authorization and employment eligibility verification requirements.

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