Customer Success Specialist

This is a remote position.

• Work closely with the Customer Success Manager to meet and exceed project goals.
  
• Ensure that Service Level Agreement (SLA) commitments to clients are met.
  
• Provide exceptional attention to detail and manage multiple project streams simultaneously and prioritize responsibilities.
  
• Embrace accountability for the client s projects from endtoend; oversee the successful execution of those initiatives by the implementation engineers.
  
• Effectively partner and collaborate with the Business Development team on potential new customer implementations.
  
• Maintain comprehensive knowledge of features for all software products including ACE ACE Essentials and Audit Utopia.
  
• Contribute to the development and maintenance of client training materials and videos.
  
• Gather and maintain client requirements.
  
• Ensure proper estimates are being prepared and approved for clients.
  
• Manage the timeline to deliver client required documentation such as Validation Plan Requirement Specifications Configuration Specifications Performance Qualification Test Results and Validation Summary Report.
  
• Conduct system administration and user training sessions with new and existing clients.
  
• Manage ongoing support relationship with the client through internal support tools.
  
• Ability to ramp up quickly learn new software and build experience onthejob.
  
• Act as the key champion and escalates issues as needed.
  
• Lead the handoff from Business Development including project kickoff meetings training timeline setting and management progress tracking status updates weekly meetings and customer training and golive efforts.
  
• Accountable for client satisfaction and successful project delivery.
  
• Ability to travel as needed to client sites (up to 20% travel).
  
• Other responsibilities as required.
  

Requirements

• Bachelor s Degree in Computer Science or Computer Engineering or equivalent experience.
  
• Minimum of 3 years of experience in SaaS customer implementation service and support and/or project management.
  
• Highly organized in planning and time management with the ability to multitask.
  
• Excellent communication and interpersonal skills.
  
• Demonstrated ability to delegate.
  
• Flexible adaptable and can work productively across various time zones where customers may be located.
  
• Project Management certification is preferred.
  
• Existing knowledge in the regulated life science market is preferred.
  
• Existing knowledge of life science enterprise softwareasaservice is preferred.
  
• Ability to travel as needed to client sites.
  
• Location in or near Reno Nevada; Boise Idaho; Portland Oregon; Seattle Washington; or Vancouver Canada
  

Benefits

• Medical Dental and Vision PSC pays 100% of all qualifying employee medical premiums and 50% for qualifying dependents
  
• Insurance options for Employee Assistance Programs Basic Life Insurance Short/Long Term Disability and more.
  
• 401(k) and 401(k) matching
  
• PTO Sick Time and Paid Holidays
  
• Education Assistance
  
• Pet Insurance
  
• Discounted rate at Anytime Fitness
  
• Financial Perks and Discounts