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Client Success Specialist
2 months ago
About MasterControl:
MasterControl Inc. stands as a premier provider of cloud-based quality and compliance software tailored for life sciences and other regulated sectors. Our mission aligns with that of our clients: to expedite the delivery of life-enhancing products to a broader audience. The MasterControl Platform empowers organizations to digitize, automate, and integrate quality and compliance processes throughout the regulated product development lifecycle. Over 1,000 companies globally depend on MasterControl solutions to achieve unparalleled operational excellence across product development, clinical trials, regulatory affairs, quality management, supply chain, manufacturing, and post-market surveillance. For further details, please visit our website.
POSITION SUMMARY
In the role of Customer Success Manager at MasterControl, you will play a crucial part in ensuring that both new and existing Cloud clients extract maximum value from our offerings. Your primary objectives will include retaining current clients, promoting product utilization, identifying opportunities for growth, and upholding industry-leading retention rates. You will work closely with cross-functional teams to address client requirements, resolve challenges, and facilitate complex implementations.
Your contribution as a Customer Success Manager at MasterControl will be essential in helping our clients realize the full potential of our solutions. By concentrating on customer retention, product utilization, and spotting growth opportunities, you will enhance the overall success of the organization and help maintain our top-tier status in customer satisfaction.
KEY RESPONSIBILITIES
Retain current clients while identifying opportunities for expansion. Achieve high utilization rates and optimal product engagement to deliver value to clients. Maintain leading customer retention metrics. Coordinate product training and educational requirements with Support and Services teams. Ensure clients appreciate the value of their MasterControl solutions. Foster strong relationships with key stakeholders and decision-makers. Act as the primary point of contact and escalation for clients. Manage client renewals and mitigate risks of churn. Provide constructive feedback to Product Management for solution enhancement. Develop a comprehensive understanding of the product to effectively advise clients.PREFERRED QUALIFICATIONS
3+ years of B2B customer experience in Customer Success, Account Management, or related roles. Familiarity with SaaS applications and the Life Sciences or regulated sectors. Experience with Salesforce or other CRM platforms. Understanding of Quality Management processes in regulated industries. Proven ability to manage strategic customer accounts and navigate complex client organizations. Strong analytical and communication skills. Bachelor's degree or a combination of education, experience, and training. Proficiency in Microsoft Office Suite.BENEFITS OF WORKING AT MASTERCONTROL
30 days of annual leave, in addition to bank holidays. Competitive salary packages. Private Medical Insurance. Optional Dental Plan. Group Life Insurance. Pension Scheme. Flexible working arrangements. Wellness Programs (including a Fitbit for every employee).Applicants must be currently authorized to work in the UK.
