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Customer Success Manager
2 months ago
We are seeking a highly skilled Customer Success Manager to join our team at Pop Science. As a key member of our customer-facing team, you will be responsible for ensuring exceptional support for our end-users, delivering both operational and technical training, and collaborating with Product, Engineering, and Quality teams to maximize customer satisfaction.
Key Responsibilities:- Technical Product Support: Provide technical, operational, and account-related support to users, managing inbound support requests and collaborating with Product Management for customer enhancement requests.
- Product Knowledge Base and Support Process Documentation: Manage and assist in developing and revising module documentation, including training presentations, exercises, quick reference guides, and other support materials.
- Customer Success Process Improvements: Collect and analyze support data to identify current support statistics, trends, and opportunities for improvement, and develop and maintain metrics and dashboards to monitor customer health.
- Reporting and Analysis: Produce regular reports on support ticket volumes, response times, and resolution rates, and identify recurring issues and trends to recommend process improvements.
Requirements:
- 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.
- Competence in using support software, troubleshooting technical issues, and understanding the product or service.
- Ability to prioritize tasks, manage multiple support tickets simultaneously, and meet response and resolution time targets.
- Proficiency in collecting, interpreting, and analyzing support data to identify trends, measure performance, and recommend improvements.
- Knowledge of AsciiDoctor, document markup languages, or other customer support documentation tools.
- Experience in producing customer support documentation.
Preferred Qualifications:
- Experience in the clinical trials industry or with CTMS (Clinical Trial Management Systems) or eTMF (Electronic Trial Master File).
