Customer Success Manager

We've got a great role working as a Customer Success Manager for our client, working at the Nottingham Innovation Centre with some home working. We are looking for someone with great communication and client service skills and a passion for clinical trials technology.

As a Customer Success Manager for our innovating client, you will ensure exceptional support for our end-users. Your primary responsibilities will include identifying, researching, and resolving issues; delivering both operational and technical training for customers; and collaborating with Product, Engineering, and Quality teams to maximise customer satisfaction. Having a good knowledge of clinical trials is really helpful for this role.

You will provide technical product support for both internal and external customers and partners utilising the SaaS Platform, managing the receipt, triage, and coordination of all customer issues while maintaining regular communication to keep customers informed of the status. With a proven track record of enhancing customer satisfaction, you will handle the escalation of customer issues during and post-implementation, ensuring prompt engagement of relevant functions (e.g. Engineering, Product, Commercial, Quality, etc.) for timely resolution. Additionally, you will take the lead in documenting and maintaining product and support processes and knowledge bases as new capabilities are introduced to the platform.

Customer Success Managers are responsible for:

1. Leading customer product support such as:
   • Provide technical, operational, and account-related support to users by managing the inbound support requests received by email or through other team members.
   • Identify, research, and resolve client issues promptly; escalate unresolved issues as needed.
   • Document and monitor customer issues to ensure timely resolution and maintain customer satisfaction.
   • Collaborate with Product Management for customer enhancement requests and prioritisation of issues directly impacting customers that are reported through the support channel.
   • Reproduce and diagnose technical problems, communicate updates to clients, and coordinate resolutions with other functions.
   • Act as the point of contact to customers taking total ownership of an issue to see it through to completion.
2. Owning product knowledge base and support process documentation, such as:
   • Manage and assist in developing and revising module documentation, including training presentations, exercises, quick reference guides, and other support materials.
3. Lead customer success process improvements, such as:
   • Collect and analyse support data to identify current support statistics, trends, and opportunities for improvement.
   • Develop and maintain metrics and dashboards to monitor customer health for use by customer-facing departments in account management.
   • Produce regular reports on support ticket volumes, response times, and resolution rates.
   • Identify recurring issues and trends to recommend process improvements and reduce the number of support tickets.

Skills, Qualifications & Experience

Essential:

• Proven experience in helpdesk/customer support of software products.
• Ability to clearly and effectively communicate with customers and team members, both verbally and in writing.
• Aptitude for identifying issues, researching solutions, and resolving customer problems efficiently.
• Competence in using support software, troubleshooting technical issues, and understanding the product or service.
• Capacity to understand customer concerns and handle interactions with empathy and patience, even in challenging situations.
• Ability to prioritise tasks, manage multiple support tickets simultaneously, and meet response and resolution time targets.
• Proficiency in collecting, interpreting, and analysing support data to identify trends, measure performance, and recommend improvements.

Desirable:

• Knowledge of AsciiDoctor, document markup languages or other customer support documentation tools.
• Experience in life sciences and clinical trials; particularly CTMS (Clinical Trial Management Systems) or eTMF (Electronic Trial Master File).
• Experience in producing customer support documentation.