Customer Success Senior Manager

Location Singapore
Job reference BBBH93587_1601634263
Salary Negotiable
Consultant name Manalo Frances Diana Delos Santos
Consultant email
Consultant contact no. 65515326
EA License No. 02C3423
Consultant Registration No. R1219552


  • Lead a high performing group of operation team and customer implementation team to execute projects for deploying solutions with leading biotech, pharma and health systems
  • Guide the team to establish project execution blueprints and best practices, including processes, systems, governance, communications, risk management etc.
  • To help customers plan and understand the best ways to utilize their software or products based on the customer's requirement or business plans.
  • Lead internal cross-functional teams of experts including Product, Engineering, Regulatory, Quality, Security, Compliance, and Customer Service to deliver successfully on a customer engagement
  • Monitor and track the project and program deliverables. Organize, plan and direct program schedules, milestones, risks, assumptions, decisions and budgets.
  • Ensure quality and accuracy of integrated project plans and status reports encompassing all cross-functional activities
  • Work with the project manager to report analysed data and communicate results
  • Partner and collaborate with internal functions for ensuring success with customer engagement and continuous improvement initiatives, including business development, sales, product management, engineering, regulatory, quality and finance.
  • Manage resource allocations across the portfolio
  • Track relevant metrics and drive action items based on results.
  • Co-create and support Project Management process improvement initiatives.
  • Mentor operation team to ensure that processes are implemented effectively and consistently across all product lines and customers.
  • Participate in the Management Team reviews for ongoing improvements to our Operations and Quality System.
  • Influence and drive companywide culture of customer success and operational excellence


  • Review and approve project plan
  • Review team performance

Experience / Training:

  • 7-10 years of experience in program management and leading customer facing teams for delivery of a large portfolio of projects
  • 3+ years of Experience in health-tech, medical devices or life sciences industry, with good understanding of regulatory requirements for the industry (e.g. Software as Medical devices, Combo therapies, PDPA, HIPAA, GDPR etc.)
    • Working in a fast paced rapidly growing startup
    • Leading cross functional global teams spread across time zone
    • Implementing SaaS/cloud based solutions in hospital systems with EHR integrations


  • Bachelor's degree in business, healthcare, information technology or related industry
  • MBA is a plus


  • Proficiency in Ms Word, PowerPoint, Ms Excel, Project Management Tool, EDC, CTMS and Jira(optional)

Frances Diana delos Santos, Manalo EA License No.: 02C3423 Personnel Registration No.: R1219552

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