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Client Engagement Specialist
2 months ago
Join Our Team as a Client Engagement Specialist
We are excited to present an opportunity for a Client Engagement Specialist at Pharmiweb. This role is pivotal in ensuring our clients receive outstanding support and guidance in utilizing our clinical trials technology.
As a Client Engagement Specialist, your primary mission will be to deliver exceptional service to our end-users. Your key responsibilities will encompass:
1. Customer Support Leadership:
- Provide comprehensive technical and operational support to users, managing incoming requests through various channels.
- Quickly identify, investigate, and resolve client issues, escalating when necessary.
- Document and track customer inquiries to ensure timely resolutions and maintain high satisfaction levels.
- Collaborate with Product Management to prioritize enhancement requests and address critical issues impacting customers.
- Reproduce and troubleshoot technical problems, keeping clients informed throughout the resolution process.
- Act as the main point of contact for customers, taking full ownership of issues until resolved.
2. Knowledge Base Management:
- Oversee and contribute to the development and updating of support documentation, including training materials and quick reference guides.
3. Process Improvement Initiatives:
- Analyze support data to identify trends and areas for enhancement.
- Develop metrics and dashboards to monitor customer health for account management teams.
- Generate regular reports on support ticket activity, response times, and resolution effectiveness.
- Identify recurring issues to recommend process enhancements and reduce support ticket volume.
Essential Skills and Qualifications:
- Demonstrated experience in customer support for software products.
- Excellent communication skills, both verbal and written, with the ability to engage effectively with clients and team members.
- Strong problem-solving aptitude, with a focus on efficient resolution of customer concerns.
- Proficiency in utilizing support software and troubleshooting technical challenges.
- Empathetic approach to customer interactions, especially in challenging situations.
- Ability to manage multiple support requests while meeting response and resolution targets.
- Experience in analyzing support data to inform performance improvements.
Desirable Qualifications:
- Familiarity with documentation tools such as AsciiDoctor or similar.
- Background in life sciences and clinical trials, particularly with Clinical Trial Management Systems (CTMS) or Electronic Trial Master Files (eTMF).
- Experience in creating customer support documentation.
