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Customer Success Manager

1 month ago

Melbourne, Victoria, Australia PSC Biotech Full time
Job Description

PSC Biotech Corporation is seeking a skilled Customer Success Specialist to join our team. As a key member of our Implementation Team, you will be responsible for managing client requests and ensuring the successful execution of our mission.

The ideal candidate will possess excellent communication and project management skills, with the ability to work effectively with internal and external stakeholders. A strong understanding of the regulated life science marketplace and experience in SaaS customer implementation, service and support, or project management are highly desirable.

Key Responsibilities:

  • Collaborate with the USA-based Customer Success Manager to meet and exceed project goals for clients in the Asia Pacific region.
  • Ensure Service Level Agreement (SLA) commitments are met and exceptional attention to detail is maintained.
  • Manage multiple project streams simultaneously, prioritize responsibilities, and oversee the successful execution of client initiatives.
  • Partner with the Business Development team to identify new customer opportunities and assist in requirement gathering.
  • Maintain comprehensive knowledge of ACE, ACE Essentials, and Audit Utopia features.
  • Contribute to the development and maintenance of client training materials and videos.
  • Gather and maintain client requirements, manage proper estimates, and ensure timely delivery of client documentation.
  • Conduct System Administration training sessions and manage ongoing support relationships with clients.
  • Act as a key champion, escalate issues as needed, and lead client hand-offs from Business Development.

Requirements:

  • Bachelor's Degree in Computer Science or Computer Engineering, or equivalent experience.
  • Minimum 3 years of experience in SaaS customer implementation, service and support, or project management.
  • Highly organized with excellent communication and people skills.
  • Demonstrated ability to delegate, work in various time zones, and adapt to changing priorities.
  • Project management experience and certifications, such as PMP or CAPM, are preferred.