Customer Success (Us) Jobs

About Job

We are looking for a Customer Success Representative who will become part of our driven and highly motivated Customer Success Team. As part of our team, the needs and goals of our customers will be the center of your attention.

Through daily direct interaction with our customers, you will ensure that they have all the tools, support and training that they need to achieve their goals.

At Scilife, product feedback from our engaged customers is key to developing an even better product. As a member of the Customer Success Team, you will help channel and manage this feedback internally, giving you the opportunity to help define our product roadmap in close relationship with the product development team.

Responsibilities

· Manage a portfolio of our existing customers. You will advise and consult these on best practices and how to optimize the use of our product. Furthermore, you will proactively look out for their business, suggesting new and innovative ways to keep them succeeding with the Scilife platform.

· Detecting upselling and cross selling opportunities and following up on them.

· Provide exceptional support to all our customers through the Support Portal.

· Take part in the Customer Training process: perform trainings, ideate new approaches, create new contents, etc.

· Help move Customer Success big rock projects forward alongside your colleagues in the Customer Success Team.

· Collaborate with the rest of the Customer Success Team in building our Knowledge Base.

· Create/update processes related to customer engagement.

· Contribute to maintaining a high level of customer satisfaction.

· Contribute to maintaining our extremely low churn rate.

Qualifications

Must haves:

· 2+ years of experience in Customer Success, preferably in a SaaS company.

· Enthusiastic and knowledgeable about software and technology.

· Familiarity with PHP, HTML, CSS, JavaScript, or other coding languages will be a plus.

· Better than excellent communication skills (both verbal and written) in English.

· Empathetic and good at explaining technical matters.

· A team player, with strong communication and interpersonal skills.

· Proactive and with a getting-things-done mindset.

Nice to have:

· A flair for writing.

· Experience in the Pharma, Biotech, or Medical Devices industry.

· Fluent in Spanish.

· Fluent in French.

Who is Scilife?

At Scilife we build cloud-based technology that helps our customers in the Life Sciences industry manage everything quality, process, and product-related. Our customers make life saving and life-enhancing products that make a difference in the world. Our technology helps them get their products and services to market fast while complying with regulatory requirements by providing them with a SaaS solution.

Why would you work for us?

Join an interwoven collection of talented, motivated, and like-minded individuals that share core values and a common goal of boosting science and improving life. We’re proud of our stellar 100% remote team, scattered around the globe from Jodhpur to Antwerp and from Barcelona to Miami. After all, we know location shouldn’t limit potential! We’re all in different time zones, but we make sure to stay connected through work chats and video calls, and team-building outings that are great fun.

We're a friendly bunch that don't take ourselves too seriously yet still get things done, and you can ask anything to anyone. What’s more, even though we’re office-free, we’ll set you up with all the hard- and software you need (hello, new laptop!) so that together we can blast off to great new heights. Since everyone benefits from a great work/life balance, we listen carefully to what you want and need from us to shine, and we'll do our best to provide it. If you're driven, bright, and ready to be part of our company's rapid growth, we can't wait to welcome you aboard! Last but not the least, we are always eager to adopt the latest technologies and make sure everybody in crew gets a fair chance to innovate and be part of value addition on all fronts.