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  • Pacific Time Zone - Remote, CA

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Customer Success Specialist (Pacific Time Zone Remote)

PSC Biotech • Pacific Time Zone - Remote, CA

Posted 1 month ago

Job Snapshot

Travel - Up to 25%
Experience - 3 years
Degree - 4 Year Degree
$55,000 - $70,000/Year
Biotechnology, Pharmaceutical, Computer Software
Information Technology

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Job Description

PSC is currently looking for a Customer Service Specialist (Pacific Time Zone Remote)


·         Work with the Customer Success Manager to meet and exceed Project Goals

·         Manage the service and support process to ensure that Service Level Agreement commitments to clients are met.

·         Exceptional attention to detail and master the ability to manage multiple project streams simultaneously and prioritize responsibilities.

·         Embrace accountability for the clients’ projects from end-to-end; oversee the successful execution of those initiatives by the implementation engineers.

·         Effectively partner and collaborate with the business development team on customer implementations.

·         Maintain comprehensive knowledge of ACE™ and Audit Utopia™ features.

·         Manage the process to prepare Requirement Specifications, Configuration Specifications, Workflows, and other client required documentation.

·         Manage on-going support and relationship with the client through an internal support tool

·         Ability to quickly ramp up and build that experience on-the-job.

·         Act as the key champion and escalation point for all customer issues during the implementation phase.

·         Manage gathering requirements, hand-off from business development, Project Kick off meetings, training, setting timelines, tracking progress, updating status, holding weekly meetings, and managing customer training and go live.

·         Accountable for and ownership of client satisfaction and successful project delivery.

·         Ability to travel as needed in the U.S. and globally

Job Requirements

·         Minimum 3 years of experience in life science enterprise IaaS, PaaS, or SaaS customer implementation, service and support, or project management.

·         Highly organized in planning and time management, with the ability to multi-task.

·         Excellent communication and people skills.

·         Flexible, adaptable, and can work productively across many time zones where customers may be located.  Some travel to client locations in the U.S. and globally may be required.

·         Bachelor’s Degree in Computer Science or Computer Engineering or equivalent experience required

·         Project management experience

·         Existing knowledge of the regulated life science marketplace

·         Existing knowledge of life science enterprise Software-as-a-Service

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