Full-Time Customer Success Specialist
Qualio is hiring a remote Full-Time Customer Success Specialist. The career level for this job opening is Experienced and is accepting Australia based applicants remotely. Read complete job description before applying.
Qualio
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About UsQualio empowers life science teams to launch and scale life-saving products by building a connected quality management platform. Trusted by hundreds of regulated international customers, from leading-edge research to well-known companies in mRNA vaccine development. Qualio is all-remote, across North America, Europe, and Australia.
The OpportunityQualio's Customer Success team seeks a Customer Success Specialist to support our APAC customer base with account management and customer support. Your daily tasks involve proactive and reactive work, a blend of customer success management and customer support.
Success Management
- Improve customer engagement and adoption through proactive touchpoints, guiding customers through an adoption journey.
- Develop and deliver win/win renewal outcomes, optimizing contract terms and enhancing customer trust.
- Adhere to standard methodologies for internal processes (Opportunity Management, Risk Management, Quoting, Forecasting).
Support & Success Management
- Collaborate with Product, Marketing, and Sales teams to advocate for customers and grow the customer base.
Support
- Research, reproduce, and lead support cases to resolution with urgency and professionalism.
- Utilize troubleshooting and debugging skills to identify root causes of issues.
- Be the primary contact and advocate for your assigned customer list.
Skills Required
- 3+ years experience in a customer-facing role in SaaS.
- Quality or Regulatory industry knowledge (a plus).
- Problem-solving skills: define problems, collect data, establish facts, and draw conclusions.
- Strong people orientation: listen, work with, and resolve issues to achieve customer satisfaction.
- Experience with Salesforce.com, Catalyst, GSuite, Intercom, JIRA (or similar software).
- Excellent organizational and time management skills.
- Experience working autonomously in a globally distributed environment.
- Experience managing a book of business with accountability for renewal rate and growth.
- Experience driving win-win outcomes in contract negotiations.
- Adaptability to new projects and changing priorities.