At Knowledge Gate, we help companies find answers to their most business-critical questions by connecting them to industry experts for micro-consultations. This kind of service has been used by Investment Firms and Management Consultancies on a daily basis for over half a century. Our vision is to take the somewhat opaque ‘Expert Network’ service to the life sciences market, which is one of the most knowledge-intense industries in the world. Exceeding any expectations during our Proof-of-Business phase, we are well-funded, and are currently entering the most exciting part of our journey -hypergrowth.

Job Summary

KGG offers a unique opportunity to deep dive into the world of life sciences by connecting you with a wide range of companies ranging from pharmaceuticals to research organization.

As our first Customer Success Manager, you will be part of shaping the foundation for our continued success. In this role, you will be responsible for two core aspects:

Client Management

• Manage the onboarding and implementation process of new clients and be their dedicated customer success manager in the period after signing

• Be the voice of the customer internally, by gathering and understanding our customer's feedback and utilizing it to improve our product and the client experience

• Help with quick customer support to our client's questions via email, chat and phone

• Identify renewal risk and collaborate with internal teams to clear/alleviate blockers and ensure a successful renewal.

• Drive analysis projects, offer advice on product utilisation and share best practices to ensure our clients get the most out of our product

People Management

• Recruit, manage and motivate a team of Associates

• Manage team members to achieve specific performance metrics related to revenue generation, call production, and recruiting of new experts

About You

• 3-5 years account management experience required, including managing a sizable book of business and acting as a client advocate

• Fluency in English is required. Other European languages are a bit plus.

• Able to motivate, lead, empower and delegate to a team; prior people management experience preferred

• Ability to communicate confidently with peers, management and across departments