Ensuring that customers get maximum value from products
Coordinating, facilitating and performing professional services, including:
Customer process mapping and implementation in the software platform
Software deployments and upgrades
Pre and post-sale support to global sales tea and potential customers
Customer and partner training on use and configuration of the system
Development and Maintenance of training materials including customer specific and generic work instructions Acting as the primary contact for customer support.
Acting as Subject Matter Expert regarding products and other relevant areas of expertise such as customer processes, - Manufacturing, Validation, C&Q, Quality management.
Ensuring that agreed customer Service Level Agreements are met.
Working closely with Product Owners and Product Development personnel to assist delivery of any product enhancements and new feature requests.
Proactively identifying areas of business process improvement designed to enhance the product and its delivery capability, leading to enhanced overall customer satisfaction.
Owning support issues and incidents until resolution and act as primary support liaison between company and customer.
Supporting global sales team
Qualifications & Skills:
Degree in relevant discipline, (Engineering or Science)
Relevant experience in the Life Sciences Industry. An understanding of project management and processes such as validation (including computer system validation), manufacturing and quality management * Excellent communication skills, both verbal and written
Strong organisational, time management and problem solving skills.
Must have a positive nature, can-do attitude and be a team player.
Customer orientated and capable of acting on own initiative