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Customer Success Professional

2 months ago

Seattle, Washington, United States PSC Biotech Full time
About PSC Biotech

PSC Biotech, a leading provider of software solutions, is seeking an experienced Customer Success Professional to play a critical role in ensuring the successful implementation and ongoing support of our software solutions to clients in the Pharmaceutical, Medical Device, and Biotech industries.

Key Responsibilities
  • Work closely with the Customer Success Manager to meet and exceed project goals, ensuring timely delivery and high-quality results.
  • Ensure that Service Level Agreement (SLA) commitments to clients are met, maintaining a high level of customer satisfaction.
  • Provide exceptional attention to detail and manage multiple project streams simultaneously, prioritizing responsibilities to meet deadlines.
  • Embrace accountability for the client's projects from end-to-end, overseeing the successful execution of those initiatives by the implementation team.
  • Effectively partner and collaborate with the Business Development team on potential new customer implementations, driving business growth and expansion.
  • Maintain comprehensive knowledge of features for all software products, including ACE, ACE Essentials, and Audit Utopia, staying up-to-date on the latest developments and enhancements.
  • Contribute to the development and maintenance of client training materials and videos, ensuring seamless onboarding and support.
  • Gather and maintain client requirements, ensuring accurate and timely delivery of solutions.
  • Ensure proper estimates are being prepared and approved for clients, maintaining a high level of financial accuracy and transparency.
  • Manage the timeline to deliver client required documentation, such as Validation Plan, Requirement Specifications, Configuration Specifications, Performance Qualification Test Results, and Validation Summary Report, meeting regulatory requirements and industry standards.
  • Conduct system administration and user training sessions with new and existing clients, ensuring smooth adoption and utilization of software solutions.
  • Manage ongoing support relationship with the client through internal support tools, providing timely and effective resolution of issues and concerns.
  • Ability to ramp up quickly, learn new software, and build experience on-the-job, adapting to changing business needs and priorities.
  • Act as the key champion and escalates issues as needed, ensuring prompt and effective resolution of critical matters.
  • Lead the hand-off from Business Development, including project kickoff meetings, training, timeline setting and management, progress tracking, status updates, weekly meetings, and customer training and go-live efforts, ensuring seamless transition and successful project delivery.
  • Accountable for client satisfaction and successful project delivery, driving business growth and expansion through exceptional customer service and support.
  • Ability to travel as needed to client sites (up to 20% travel), adapting to changing business needs and priorities.
Requirements
  • Bachelor's Degree in Computer Science or Computer Engineering or equivalent experience, with a strong foundation in software development and implementation.
  • 0-3 years of experience in SaaS customer implementation, service, and support, and/or project management, with a proven track record of success and growth.
  • Highly organized in planning and time management, with the ability to multi-task and prioritize responsibilities, ensuring timely delivery and high-quality results.
  • Excellent communication and interpersonal skills, with the ability to effectively partner and collaborate with cross-functional teams, including Business Development, Implementation, and Support.
  • Demonstrated ability to delegate and lead, with a strong focus on customer satisfaction and successful project delivery.
  • Flexible, adaptable, and able to work productively across various time zones, where clients may be located.
  • Project Management certification is preferred, with a strong understanding of industry standards and best practices.
  • Existing knowledge in the regulated life science market is preferred, with a strong understanding of regulatory requirements and industry standards.
  • Existing knowledge of life science enterprise software-as-a-service is preferred, with a strong understanding of software development and implementation.
Benefits
  • Medical, Dental, and Vision - PSC Biotech pays 100% of all qualifying employee medical premiums and 50% for qualifying dependents.
  • Insurance options for Employee Assistance Programs, Basic Life Insurance, Short/Long Term Disability and more.
  • 401(k) and 401(k) matching.
  • PTO, Sick Time, and Paid Holidays.
  • Education Assistance.
  • Pet Insurance.
  • Fitness Benefits (Membership discounts and other perks/services at qualifying gyms).
  • Financial Perks and Discounts.
Equal Opportunity Employment Statement

PSC Biotech is committed to a policy of Equal Employment Opportunity with respect to all employees, interns, and applicants for employment. We prohibit discrimination against qualified employees, interns and applicants in all aspects of employment.