Client Success Specialist

3 weeks ago

Basingstoke, Hampshire, United Kingdom Master Control Full time

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, your primary responsibility will be to ensure that both new and existing Cloud clients extract maximum value from our offerings. Your key objectives will encompass retaining current clients, promoting product utilization, identifying opportunities for growth, and sustaining industry-leading retention metrics. You will work closely with cross-functional teams to meet customer requirements, resolve challenges, and facilitate complex implementations.

Your position as a Customer Success Manager at MasterControl will be crucial in helping our clients realize the full potential of our solutions. By concentrating on customer retention, product engagement, and recognizing growth opportunities, you will play a significant role in the overall success of the organization and assist in maintaining our industry-leading status in customer satisfaction.

KEY RESPONSIBILITIES

Retain current clients while identifying opportunities for expansion. Achieve high adoption rates and optimal product utilization to deliver value to clients. Maintain industry-leading customer retention metrics. Coordinate product training and educational requirements with Support and Services teams. Ensure clients acknowledge 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 insightful feedback to Product Management for the enhancement of current solutions. 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 experience in Life Sciences or regulated sectors. Knowledge of Salesforce or other CRM systems. Understanding of Quality Management processes in regulated industries. Proven capability to manage strategic customer accounts and navigate complex client organizations. Strong analytical and communication skills. Bachelor's degree or equivalent combination of education, experience, and training. Proficient in Microsoft Office Suite.

WHY WORK WITH US?

MasterControl is a workplace where exceptional teams unite to perform at their best. Our commitment to hiring exceptional talent is a core value. MasterControl employees are surrounded by intelligent, driven individuals every day, creating a unique environment we proudly refer to as #TheBestTeamOnThePlanet.

We strive to retain our exceptional teams by fostering their development, encouraging professional growth, and providing a culture that is truly distinctive. This is why we confidently ask - #WhyWorkAnywhereElse?

In summary, working at MasterControl is engaging, challenging, and fulfilling. From our wellness initiatives to our recognition programs and team events, we ensure a rewarding experience for our employees.

BENEFITS OFFERED TO MASTERCONTROL EMPLOYEES

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.

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