• Define and lead the enterprise CRM strategy and roadmap, ensuring alignment with CX goals, digital data strategy, and campaign needs. • Develop and implement a comprehensive CRM strategy that supports BioMarin’s business objectives and enhances customer engagement. • Define and prioritize CRM initiatives across Business Units and regions for efficient resource allocation and timely execution. • Oversee the entire CRM lifecycle, from requirements gathering to deployment, ongoing optimization, and future enhancements. • Collaborate with therapeutic area leads, digital peers, and their respective teams to ensure the CRM system supports unique business needs. • Act as a trusted advisor, guiding business units on leveraging CRM capabilities for customer engagement strategies. • Ensure CRM functionalities are aligned with business unit goals to maximize impact on sales and marketing. • Lead business ownership of CRM tools (including Veeva, Salesforce, and other key life sciences CRM systems), driving adoption, governance, and integration with omnichannel engagement platforms. • Ensure optimization of HCP and patient engagement via adaptation of segmentation, dynamic targeting, next-best-action logic, alerts / suggestions implementation, campaign tagging & attribution, and closed-loop measurement. • Ensure activation of fit for purpose CRM capabilities for cross-functional team engagement, task and targets management. • Partner with IT to define CRM business needs and ensure alignment with global Veeva/Salesforce standards. • Monitor key CRM metrics and identify areas for system performance improvement. • Collaborate with cross-functional teams (sales, marketing, medical) to ensure seamless integration of CRM strategies across departments.

• Partner with the Onboarding team throughout kickoff and implementation to ensure a strong foundation, accelerate time-to-value, and lead cross-functional resolution of client delivery and support issues across maintenance, data, software, and ESG workflows. • Own customer health by monitoring health signals, maintaining accurate account data, and proactively mitigating risk before issues impact retention. • Lead Quarterly Business Reviews (QBRs) focused on adoption, platform health, and value realization, while partnering with AM team on Executive Business Reviews (EBRs) centered on strategic outcomes and long-term business value. • Partner with the Asset Performance Services (APS) team to deliver client insights, measurement and verification (M&V) reporting, and proof-of-value deliverables that reinforce customer outcomes. • Partner with the AM team to identify expansion opportunities, support renewal planning, and advance long-term account growth through proactive forecasting and strategic account planning. • Act as the voice of the customer by surfacing client feedback and market insights to Product and Leadership to influence roadmap priorities and service improvements.

Role Description Ben jij gepassioneerd om mensen te helpen? Wil jij degene zijn die klanten snel aan boord krijgt en ze vervolgens naar het volgende niveau brengt? Ben je commercieel en gericht op doelen, maar altijd met een menselijke aanpak? Als jouw antwoord ‘JA!’ is, dan is deze vacature voor jou! Als onderdeel van het Customer Success-team zorgen wij ervoor dat onze klanten het maximale halen uit clevergig. Zo kunnen gebruikers tijd besparen en zich richten op de groei van hun bedrijf. Het begint met het aan boord helpen van nieuwe klanten. Een goede onboarding is de sleutel tot een succesverhaal. Daarnaast houden we contact, signaleren we kansen, verzamelen we feedback en volgen we deze op. Je krijgt de verantwoordelijkheid voor jouw eigen klanten. Dit omvat: - Het helpen aan boord - Het onderhouden van contact - Upselling en cross-selling: het signaleren van kansen en hierop acteren - Klanten op de hoogte houden van nieuwe product releases - Eerstelijns e-mail ondersteuning bieden (gemiddeld ontvangen we zo'n 4-8 vragen per dag) - Moeilijke gevallen communiceren met het Product Team - Feedback verzamelen Qualifications - Nederlands is jouw moedertaal en je communiceert helder, zowel schriftelijk als mondeling. - Je kunt je goed verstaanbaar maken in het Engels; onze interne communicatie is in het Engels. - Je komt zelfverzekerd over in een videocall. - Je hebt minimaal twee jaar ervaring in Customer Success of Accountmanagement. - HBO-niveau is een pré, maar geen must. We kijken naar je kwaliteiten. - Je bent servicegericht en vindt het leuk om mensen te helpen. - Tech-savvy. - Je gaat uitdagingen niet uit de weg en toont graag initiatief. Benefits - We werken remote. - Een marktconform salaris op basis van ervaring tussen €2.800 en €4.000. - Pensioenregeling waarbij je zelf kan aanvullen naar behoeft van jouw situatie of wensen. - De vrijheid om zelf te bepalen waar en wanneer je werkt. Dit geeft je verantwoordelijkheid en eigenaarschap. - 32 vakantiedagen. Company Description Bij clevergig en Beeple zetten we ons in voor het bevorderen van een diverse en inclusieve werkplek waar elke persoon gewaardeerd en gerespecteerd wordt. We geloven in de kracht van ons diverse team en in de unieke perspectieven die het met zich meebrengt voor onze organisatie. Elke vorm van racisme, LGBTQ+ fobie, xenofobie en discriminatie in welke vorm dan ook wordt op geen enkele wijze getolereerd. We verwelkomen individuen van alle achtergronden om zich bij ons team aan te sluiten en ons te helpen een betere, meer inclusieve toekomst te creëren. We handhaven een strikt beleid tegen het ondersteunen van controversiële standpunten met betrekking tot wereldwijde conflicten, waaronder de Russische invasie, en staan solidair met Oekraïne. Onze toewijding om een veilige en ondersteunende omgeving te creëren heeft de hoogste prioriteit.

Role Description You're a customer-obsessed operator who thrives on building systems, not just relationships. You know that not every customer needs a dedicated CSM to be wildly successful; they need the right touchpoints at the right time. You're energized by the idea of designing scalable programs that drive adoption, satisfaction, and expansion across hundreds of accounts simultaneously. As Mappedin's Scaled Customer Success Manager, you will own the 1-to-many customer success motion for our mid-market and SMB customer base. You'll combine data-driven insights with creative communication strategies to ensure every customer feels supported, informed, and positioned to get maximum value from the Mappedin platform. Core Responsibilities - Own the Scaled CS Motion: - Design, build, and continuously improve Mappedin's 1-to-many customer success strategy for mid-market and smaller accounts, ensuring consistent engagement and value delivery at scale. - Drive Customer Engagement Programs: - Create and execute automated and semi-automated communication workflows, including onboarding sequences, adoption campaigns, renewal nudges, product update broadcasts, and re-engagement plays that keep customers informed and active. - Surface Expansion Opportunities: - Use product usage data, engagement signals, and customer health indicators to identify accounts ripe for upsell or cross-sell, qualifying and handing off opportunities to the Sales team. - Own Renewals for Scaled Accounts: - Partner with Commercial Operations and Finance to ensure seamless, timely renewals across the scaled portfolio, including coordinating automated renewal workflows and price increase communications. - Develop Self-Service Resources: - Collaborate with Product, Marketing, and Support to build and curate a library of resources (guides, webinars, FAQs, video tutorials) that empower customers to onboard themselves, troubleshoot independently, and discover new use cases. - Be the Voice of the Scaled Customer: - Aggregate trends, feedback, and feature requests from the scaled segment and bring them to Product and Leadership, ensuring smaller customers have a seat at the table. - Collaborate Cross-Functionally: - Work closely with RevOps, Marketing, Product, and Support to align scaled CS programs with broader GTM strategies, product launches, and operational improvements. Qualifications - 3–5 years of experience in Customer Success, Account Management, or a related customer-facing role within a SaaS or technology company. - Demonstrated experience building or contributing to scaled / digital-touch / 1-to-many programs. - Strong proficiency with CRM and CS tools (HubSpot strongly preferred); experience building automated workflows, sequences, and email campaigns. - Analytical mindset; comfortable working with customer data to segment accounts, identify trends, and make decisions. - Excellent written communication skills; you can craft compelling customer-facing content that drives action at scale. - Project management chops; you can juggle multiple programs, timelines, and stakeholders simultaneously. - A bias for action and experimentation; you're comfortable iterating quickly and measuring what works. - Experience with customer segmentation strategies and lifecycle management. Nice to have - Experience in commercial real estate, retail, venues/events, or proptech. - Experience with Intercom, Slack, or similar customer communication tools. - Background working with mapping, spatial data, or location-based technology. Benefits - Competitive base salary: $90,000-$100,000 CAD - Variable component: 10% of base salary - 20 days of paid vacation, available from your first day - Comprehensive benefits from Day 1 - A team of bar raisers with low ego and high ownership