Job Description
The Business
World-class research studies are what shape our lives. At Infonetica, we believe in empowering the people behind these studies with pioneering software and training solutions that support the ground-breaking research of tomorrow. We are a multinational research and clinical trial-focused Software as a Service (SaaS) and training provider with offices in the UK and Australia. Our customers love our products and we are proud to contribute to the future of our world.
The Job
Our client is looking for a motivated candidate eager to start a career in supporting research institutions through our suite of digital products. The role will give you exposure to technical support, customer management and training and project management skills as you grow into the role. You will be comfortable settling into a customer facing role supporting research institutions to get the most out of the company products.
The role:
The Customer Success Associate is a key role in the success of our customers. The successful candidate will be responsible for ensuring our customers have a positive experience with our products and services. They will be responsible for:
* Developing and maintaining relationships with customers
* Providing technical support and guidance on Infonetica products to customers through our support desk
* Identifying customer needs and providing solutions using Infonetica products
* Monitoring customer usage and providing advice on product features
* Creating and delivering customer training sessions
* Providing reporting on customer data to internal stakeholders
* Providing feedback to the product and development teams
* Ensuring customer satisfaction and loyalty
* Support project managers in implementing Infonetica products
Candidate Requirements
* Excellent customer service skills
* Strong problem-solving abilities
* Excellent communication skills, both verbal and written
* Ability to pick up a technical understanding of new tools and train others in their use
* Ability to work independently and as part of a team
Desirable skills and experience:
* Experience working in a SAAS business
* Experience working in a customer-facing role
* Experience working in a project management role
Salary & Benefits:
* Private Healthcare
* Pension
Working Location:
* The primary work location for the role is Esher (KT10 9SD), which is a 30-minute train ride from London Waterloo or just off the A3 if you are driving in. We are currently working three days a week in the office on Mondays, Tuesdays and Thursdays.