Customer Success Manager – SaaS Implementation

This is a remote position.

About PSC Biotech

Who are we?

PSC Biotech is a leading Biotech Consultancy firm founded in 1996, headquartered in Pomona, California, USA, with Global operations in Ireland, India, Singapore, Australia and the US, serving 350 clients in more than 23 countries worldwide. We provide cloud-based software solutions for Quality Management and Regulatory Inspections, pharmaceuticals contract manufacturing professionals, and metrology services to our clients.

‘Take your Career to a new Level’

PSC Biotech disrupts the conventional consultancy model by aligning our EVP as one of the unique selling p oint which includes the opportunity to work with the most talented cohort of like-minded professionals operating in the Pharma/ Biotech Industry. We offer a permanent contract of employment giving exposure of working in Top Pharmaceutical client sites in a diverse-cultural work setting.

Employee Value Proposition

Employees are the “heartbeat” of PSC Biotech, we provide unparalleled empowering career development though Learning & Development in-house training mentorship through constant guidance to facilitate career progression. We believe in creating high performing teams that can exceed our client’s expectations with regards to quality of all scalable and business unit deliverables, staying under budget and ensuring timelines for our deliverables are being met.

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 the European Union and United Kingdom.
  
• Contributes service and support processes (Freshdesk) to ensure that Service Level Agreement (SLA) commitments to clients are met.
  
• Exceptional attention to detail and 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 and developing statements of work for projects post sales.
  
• Maintains on-going comprehensive knowledge of client development requests and provides updates to client and Account Management on an as needed basis.
  
• 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.
  
• Ensures proper estimates are being prepared and approved for clients.
  
• Manages the timeline to deliver client required documentation to the client, such as Validation Plan, Requirement Specifications, Configuration Specifications, Performance Qualification Test Results, and Validation Summary Report.
  
• Conducts System Administration and User training sessions with new and existing clients.
  
• Maintains an ongoing relationship with client post go live for up to 12 months and ensures a successful handoff to Account Management.
  
• Ability to quickly ramp up, learn new software, and build experience on-the-job.
  
• Acts as the key champion and escalation, assisting with the hand-from Business Development, Project Kick off meetings, training, timeline setting and management, progress tracking, status updates, weekly meetings, and customer training and go-live efforts.
  
• Accountable for and ownership of client satisfaction and successful project delivery.
  
• Ability to travel as needed in the European Union and United Kingdom.
  
• Other duties as assigned.
  

Requirements

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 assist 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.
   
  

Required Education and Work Experience: 

• Minimum of 5 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.
  
• Bachelor’s Degree in Computer Science or Computer Engineering or equivalent experience required.
  
  

Desired Education and Work Experience:

• Project management experience and certifications such as PMP or CAPM preferred.
  
• 5+ years of experience in life science enterprise laaS, PaaS.
  
• Existing knowledge of the regulated life science marketplace.
  
• Existing knowledge of life science enterprise Software-as-a-Service