Customer Success Specialist

Philadelphia, PA, United States

Job Description Job Description This is a remote position.

PSC Software, a division of PSC Biotech, provides industry leading SaaS software solutions to the Pharmaceutical, Medical Device, and Biotech industry. Our goal is to provide intuitive quality management software to accelerate the time to compliance with the various regulatory burdens unique to the Pharmaceutical, Medical Device, and Biotech industries.

The Experience

With operations spanning the globe and featuring a multi-cultural team, PSC Software is passionate about bringing the best and brightest together in an effort to form something truly special. When you make the decision to join our team, you will be offered the ability to feel inspired in your career, explore your professional passions, and work alongside a group of people who will value and nurture your talents. We are firm believers in coaching and developing the next generation of industry leaders and influencers. As such, you will not only be offered a compensation and benefits structure that rewards you, but also be provided with the tools that will help you grow and learn. At PSC Software, it’s about more than just a job—it’s about your career and your future.

Your Role

We are hiring an experienced Customer Success Specialist to manage client requests for the PSC Software Implementation Team. This is a remote position, and canidates should be located in the New England/Mid-Atlantic region.

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 end-to-end; 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 on-the-job.

Act as the key champion and escalates issues as needed.

Lead the hand-off from Business Development, including project kickoff meetings, training, timeline setting and management, progress tracking, status updates, weekly meetings, and customer training and go-live 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 multi-task.

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 software-as-a-service is preferred.

Ability to travel as needed to client sites.

Benefits Offering a full suite of benefits, PSC Biotech is firmly focused on diligently investing in our employees who enable our company to fulfill our mission and achieve success. We want to promote balance, so you not only enjoy your work, but also have the time and resources to live your life happy and healthy.

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

Equal Opportunity Employment Statement:

PSC is committed to is committed to a policy of Equal Employment Opportunity with respect to all employees, interns, and applicants for employment. Consistent with this commitment, our policy is to comply with all applicable federal, state and local laws concerning employment discrimination. Accordingly, the Company prohibits discrimination against qualified employees, interns and applicants in all aspects of employment including, but not limited to: recruitment, interviewing, hiring (or failure or refusal to hire), evaluation, compensation, promotion, job assignment, transfer, demotion, training, leaves of absence, layoff, benefits, use of facilities, working conditions, termination and employer-sponsored activities and programs, including wellness, social and recreational programs. Employment decisions will be made without regard to an applicant’s, employee’s, or intern’s actual or perceived: race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age (40 or older), disability, genetic information, or any other status protected by law.

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