Client Success Manager

4 weeks ago

London, United Kingdom TriloDocs Full time

Job Description

TriloDocs is an AI tool that generates an initial draft of a Clinical Study Report that accurately reflects the source material (protocol, statistical analysis plan, data tables and figures). The tool not only creates formatted tables and figures but also meaningful text around them, highlighting clinically relevant findings with no risk of hallucinations or ‘making things up’. The medical writer and the clinical team have a first draft to discuss in a matter of days instead of weeks. The tool is unique – created using over 100 years of medical writing experience. TriloDocs is created by medical writers for medical writers.

This is a full-time hybrid role for a Client Success Manager. The Client Success Manager will be responsible for ensuring client satisfaction with our product and service. They will also be responsible for the coordination of client onboarding and ongoing training, analysing customer data, supporting retention strategies, and providing excellent customer service.

This hybrid position is based in London, UK .

Qualifications:

  • Relevant medical writing knowledge and experience
  • Customer Satisfaction, relationship building, and customer service skills
  • Analytical Skills for interpreting data, feedback and translating those insights
  • Excellent communication and interpersonal skills
  • Ability to work independently and as part of a team
  • Bachelor's degree in a related field such as science, business or marketing

Key Responsibilities:

  • Onboard new customers, ensuring they have a smooth and successful transition to our products.
  • Analyse customer data and product usage to identify trends, opportunities, and potential issues.
  • Provide expert guidance on product features, best practices, and optimization, enabling customers to achieve their objectives.
  • Collaborate closely with the product development team to relay customer feedback and contribute to product enhancements.
  • Handle customer inquiries and resolve issues promptly, delivering exceptional customer service.
  • Conduct regular check-ins, product training sessions, and business reviews with all customers.
  • Prepare and deliver customer success reports to showcase performance and progress.
  • Serve as the voice of the customer, advocating for their needs within the company.

Profile:

  • Strong analytical skills, attention to detail, as well as hands-on mentality
  • Very good knowledge of MS-Office (Excel, PowerPoint), and CRMs (like HubSpot)
  • Delivery mindset and you achieve goals in a dynamic environment
  • Experience in the internet, software, or the startup industry
  • Experience in healthcare or pharmaceutical industry is a plus
  • You are fluent in English
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