Customer Success Specialist
vor 3 Wochen
Melbourne, Australia | Posted on 11/11/2024Founded in 1996, PSC Biotech Corporation was created with the vision of providing life science companies with services designed to help achieve regulatory compliance requirements. PSC Biotech Corporation serves over 350 clients in more than 23 countries through professional services consulting, cloud-based software solutions, and pharmaceuticals contract manufacturing. PSC Biotech Corporation has three unique active divisions within the parent company, each representing one of our areas of expertise: PSC Biotech, PSC Software, and BioTechnique. Together, these divisions enable us to meet the ever-changing needs of our clients with a commitment to excellence and superior quality.The Customer Success Specialist is responsible for managing client requests for the PSC Software Implementation Team. 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:Works with the USA-based Customer Success Manager to meet and exceed Project Goals for customers primarily in Australia and New Zealand, but also a few others in the Asia Pacific region.Ensures that Service Level Agreement (SLA) commitments to clients are met.Exceptional attention to detail and masters the ability to manage multiple project streams simultaneously and prioritise responsibilities.Embraces accountability for the client's projects from end-to-end; oversees the successful execution of those initiatives by the implementation engineers.Effectively partners and collaborates with the Business Development team on potential new customer implementations by assisting in requirement gathering.Maintains comprehensive knowledge of ACE, ACE Essentials, and Audit Utopia features.Contributes to the development and maintenance of client training materials and videos.Gathers and maintains client requirements.Manages proper estimates being prepared and approved for clients.Manages the timeline to deliver client required documentation, such as Validation Plan, Requirement Specifications, Configuration Specifications, Performance Qualification Test Results, and Validation Summary Report.Conducts System Administration training sessions with new and existing clients.Manages ongoing support relationship with the client through internal support tools.Ability to ramp up quickly, learn new software, and build experience on-the-job.Acts as the key champion and escalates issues as needed.Leads the hand-off from Business Development, including Project Kick-off meetings, training, timeline setting and management, progress tracking, status updates, weekly meetings, and customer training and go-live efforts.Accountable for client satisfaction and successful project delivery.Ability to travel as needed in the Asia Pacific region (e.g., Australia, Japan, Singapore, South Korea, Taiwan, etc.).Other duties as assigned.DEMONSTRATED COMPETENCIES:Project Management – Exhibits knowledge, organization, and multi-tasking skills, while being a leader, communicator, and problem-solver.Relationship Building – Collaborates with both internal and external customers, while building collaborative partnerships.Negotiation Skills – Active listening, needs assessment, and presents visions to build consensus.Analytical Skills – Identifies, researches, and demonstrates logical reasoning to communicate critical information.Rational Persuasion – Presents key factors, influencing factors, and strategic goals to help stakeholders' 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.RequirementsREQUIRED EDUCATION AND WORK EXPERIENCE:Bachelor's Degree in Computer Science or Computer Engineering or equivalent experience required.Minimum of 3 years of experience in SaaS customer implementation, service and support, and/or project management.Highly organized in planning and time management, with the ability to multi-task.Excellent communication and people skills.Demonstrated ability to delegate.Flexible, adaptable, and can work productively across various time zones where customers may be located.Project management experience and certifications such as PMP or CAPM preferred.3+ years of experience in life science enterprise IaaS, PaaS. DesirableExisting knowledge of the regulated life science marketplace. DesirableExisting knowledge of life science enterprise Software-as-a-Service. Desirable
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