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- Lead the team responsible for configuring the SaaS platform, ensuring customers are well-prepared to use it effectively.
- Collaborate with the Product Owner and Business Analysts to gather specific customer configuration requirements.
- Oversee customer service delivery and manage service expectations.
- Collect and relay product feedback from customers to the product team for potential improvements.
- Ensure a structured change management process with clear communication to customers and stakeholders.
- Participate in stand-ups, ceremonies, playbacks, and other relevant meetings.
- Provide timely and effective support to address client inquiries and issues.
- Experience with complex Salesforce deployments.
- Broad technological expertise, along with project management and delivery experience in regulated environments such as healthcare or pharma.
- Proven track record as a Customer Success Specialist or in a similar role, ideally in a SaaS setting.
- Skilled in producing and maintaining documentation and training materials in a continuous deployment environment.
- Strong understanding of customer success principles with a customer-focused approach.
- Excellent communication, presentation, and interpersonal skills, with the ability to engage and build trust with clients and senior stakeholders.
- Ability to balance creative, solutions-oriented thinking typical of entrepreneurial cultures with the professionalism and discipline of more established organizations.
- Desirable: Salesforce certifications, such as Salesforce Administrator.
- Desirable: Familiarity with clinical trials.
- Up to £64,700 basic salary
- Hybrid - (once or twice per month in the London office)
- Pension contribution
- Life Assurance
- Income Protection
- Private Medical Insurance
