Job Description P OS I TI O N S UM M A R Y : 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".
D U T I E S A N D R ES P ONSIBI L IT IE S : 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, hand-off 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 time-to-time.
DE M O N S TR A T E D C O M P E T E N CI ES : Relationship Building – Works with and across formal and informal professional and social networks to build long-term 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 R E QU I R E D E D UC A TI O N A N D W O RK E X P E R I E N C E : 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 Requirements 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