VP of Customer Success

COMPANY SUMMARY

Sorcero's medical AI platform transforms life sciences decision-making, accelerating patient access to life-saving treatments. By harnessing insights from global medical data, we empower industry leaders to deliver breakthrough therapies. Founded in 2018 by pioneers in AI, public health, and personalized content, Sorcero is a Certified B Corp headquartered in Washington, DC. Our innovation has been recognized by over a dozen awards, including Fast Company's Most Innovative companies of 2024, and six foundational medical AI patents. For more information, visit www.sorcero.com.

WHY JOIN SORCERO?

Our growth and success by collaborating with our network of passionate entrepreneurs to build a scalable, impactful organization. From flexible working arrangements to encouraging meaningful interactions with teammates across the globe, Sorcero provides a supportive community to bring out the best in each of us.

Our employees are driven by these common values:

• Pursuit of excellence and mastery of their craft
• Humility in defeat and in success
• Kindness and empathy towards others
• Desire to create large-scale, positive change

Sorcero builds AI powered solutions, combining the power of deep learning with the accuracy of ontologies to drive natural language understanding.  Top Pharma companies, scientists and researchers use our platform and applications.  

THE VICE PRESIDENT OF CUSTOMER SUCCESS ROLE

We are looking for a Vice President of Customer Success to help customers achieve their goals with the implementation of the Sorcero Intelligence Platform and solutions. The individual will contribute to the rapid adoption of our platform adoption by life sciences manufacturers.

The ideal candidate must have a track record of managing customer experience and aligning capabilities between sales, solutions, product and implementation teams. The individual will enhance the Sorcero Intelligence Platform value, reduce churn, and initially drive customer success and over time, build and oversee the support process from a high-level perspective. The individual is an innovative thinker, customer-centric and resolves customer issues appropriately. The candidate must be flexible to adapt to a start-up environment, curious about new technologies and business challenges, have the humility to ask questions to better understand, and the courage to challenge the status quo.  

The ideal candidate must have expertise working with Life Sciences customers, supporting software solutions across the medical, safety and commercial functions, and a business understanding of big data and analytics. The individual will be a key member of the Sorcero commercial team that is responsible for achieving customer satisfaction metrics and driving a positive customer experience.

RESPONSIBILITIES

• Customer Management:   Develop and maintain relationships with customers to ensure satisfaction and loyalty. Communicate with customers, analyze metrics, and gather feedback to understand customer outcomes. Work with our Sales Directors, and Sales Operations team to identify and execute ways to grow within existing customer bases and work with sales teams to achieve growth.  Proactively communicate with customers and address problems to reduce churn. Use experience and engagement to upsell without being pushy, and advise customers on which products will help them most
• Team Development:  Design and refine customer success SOPs. Hire, train and develop customer success team members to exceed goals based on Sorcero business objectives.
• Customer Onboarding:  Work with the Solutions, Sales, Product and Technology teams to implement the customized Sorcero Intelligence Platform. Work with team to train end users and partner Account Executives on the platform. Onboard customers on product features and services. 
• Quarterly Business Reviews: Coordinate customer reviews and check-ins to ensure satisfaction. Analyze data, create meeting materials and facilitate discussions with customers and selected Sorcero leadership team members to ensure a positive customer experience.
• Customer Insights:  Collect and document customer intelligence to drive a differentiated solutions strategy. Keep customer tracker documents updated during each selling and implementation stage.   Ensure that each new customer team member is onboarded and aware of the customer history. Actively participate in the monthly Customer Program Reviews.
• Corporate Citizenry:  Actively participate in company meetings with sales managers and other functional team members. Support team members in assigned internal initiatives. Be fearless and solution oriented. 

REQUIRED QUALIFICATIONS

A collaborative individual contributor with inspiring executive presence and communication skills, with expertise in B2B sales in the Life Science industry.

• Bachelor’s or advanced degree (e.g., MS, MBA)
• 10+ years’ experience in a customer-facing leadership or management role in the Life Science Industry
• Proven track record in a senior B2B/SaaS Customer Success role
• Strong desire to be a player/coach and develop a customer success team
• Deep understanding of the life science organizational structure and customers.
• Knowledge of and experience with Life Science data sets, vendors and competitive landscape.
• Knowledge of the state-of-the-art in NLP, NLU, NLG, and Deep Learning Language Models.
• Effective communicator with the ability to engage with all levels of management and present complicated technical concepts in layman’s terms; make the complex, simple.
• Excellent planning, analytical and interpersonal skills

COMPENSATION AND BENEFITS

Sorcero is a remote and globally distributed team.  We offer rewarding compensation that will include a base salary and variable compensation that will consist of attaining customer growth and satisfaction goals and a bonus based on Sorcero’s performance.The base salary will range from $190,000-$225,000 depending on experience & location.

The following benefits will be given the role.

• Three weeks PTO + 1 week of December holiday recess
• One week Safe & Sick leave
• 10 company holidays + 2 floating holidays
• Medical, dental and vision benefits for you and your family
• Paid parental bonding leave
• 401(k) retirement plan, company match up to 5%
• Company-provided laptop and hardware

Because ∑ (human + AI) > human or AI alone

Sorcero is an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, education, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. and celebrates the diversity of its growing team.

We are unable to sponsor or take over sponsorship of employment visas at the present time.