Customer Success Specialist
Customer Success Specialist
Posted on :
11-11-2024
Employer Active
1 Vacancy
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Job Description
POSITION SUMMARY:
The Customer Success Professional is to support PSC Biotech s software hardware and network solutions by communicating with customers to answer their questions comments or concerns. The person is also expected to identify problems and solutions create reports of customer data and report any data set trends from the reports. The incumbent is also responsible and accountable for the execution of the PSC mission to maintain the integrity and professionalism of our products and services while enabling steady growth and development .
DUTIES AND RESPONSIBILITIES:
- Assist and support the Business Development Manager to meet and exceed Project Goals.
- Ability to manage multiple project streams simultaneously and prioritise responsibilities.
- Effectively partner and collaborate with the business development team on customer implementations.
- Manage the service and support process to ensure that Service Level Agreement commitments to clients are met.
- Maintain comprehensive knowledge of ACE and Audit Utopia features.
- Assist in gathering requirements handoff from business development Project Kick off meetings training setting timelines tracking progress updating status holding weekly meetings and assisting in customer training and go live.
- Communicate with customers and internal departments to work on solutions.
- Identify customer s needs and provide support to meet those needs.
- Consistently deliver remarkable customer service experience.
- Share customer feedback with team member to create new strategies and resolve issues.
- Prepare and administer performance feedback and reporting as required.
- Document Customer Service activities and communicate to the appropriate department.
- Take active actions to improve Customer Service operations.
- Ability to travel as needed in the U.S. and globally
- Additional duties and responsibilities may be assigned from timetotime.
DEMONSTRATED COMPETENCIES:
- Relationship Building Works with and across formal and informal professional and social networks to build longterm partnerships and connections in the life science industry.
- Negotiation Skills Active listening needs assessment and presents visions to build a consensus.
- Analytical Skills Identifies researches and demonstrates logical reasoning to communicate critical information.
- Rational Persuasion Presents key factors influencing factors and strategic goals to assist stakeholders in identifying solutions.
- Interpersonal Awareness Ability to be aware of how actions ideas and communication can/does affect people and their outcomes.
- Agility Meets objectives by responding to competing and changing priorities and multiple tasks under inflexible timelines.
- Technical Expertise The ability to demonstrate depth of knowledge and skill in a technical area
- Organization Skills The ability to put things together and sort them out in a logical methodical manner.
Requirements
REQUIRED EDUCATION AND WORK EXPERIENCE:
- Bachelor s Degree in Business Administration Computer Science Computer Engineering or related degree.
- 25 years Experience in providing customer service in written and verbal communications
- Experience in life science enterprise IaaS PaaS or SaaS customer implementation service and support or project management.
- Experience managing multiple clients projects or implementations and demonstrates an upbeat and eager personality and communicates professionally on a call.
- Experience using data to analyze and solve problems
- Proactive in problemsolving ability
- Strong proficiency with standard IT applications and MS Office
- Project management experience is highly desirable
REQUIRED EDUCATION AND WORK EXPERIENCE: Bachelor s Degree in Business Administration, Computer Science, Computer Engineering or related degree. 2-5 years Experience in providing customer service in written and verbal communications Experience in life science enterprise IaaS, PaaS, or SaaS customer implementation, service and support, or project management. Experience, managing multiple clients, projects or implementations and demonstrates an upbeat and eager personality and communicates professionally on a call. Experience using data to analyze and solve problems Proactive in problem-solving ability Strong proficiency with standard IT applications and MS Office Project management experience is highly desirable
Employment Type
Full Time
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