Role

The Customer Success Manager is responsible for ensuring that each customer’s journey with SMART-TRIAL is a success from the day they reach out to us and for as long as they use our services. A key task is to ensure that all customers are well educated in SMART-TRIAL’s services, get the right help and assistance when needed, and understand how to use the services effectively and in compliance with industry standards - to maximize their value. Furthermore, the Customer Success Manager shall also execute on the company’s customer retention strategy together with relevant account managers, product manager and marketing team.

Responsibilities

• Plan and conduct SMART-TRIAL onboarding programs for new customers, that are designed according to their needs

• Respond to inbound customer requests (new clients) and guide them through the buying process. They task is not to be the sales person – but the coordinator on the process. Thereby involving the appropriate experts at the appropriate time in the buying journey.

• Implement modern tools, methods, and automation in customer onboarding and support, to reduce customer acquisition and retention cost, and streamline the buyer’s journey

• Create and initiate proactive activities that can further enhance the customer journey, such as explainer videos webinars, meetings, articles etc. which can be presented and promoted to existing and potential customers

• Address and resolve customer support requests reported through SMART-TRIAL’s help desk and other channels

• Maintain and develop SMART-TRIAL’s help site and guidance documents

• Assist customers with setting up and using SMART-TRIAL services

• Execute on the company’s retention strategy together with relevant account managers, the product manager, and the marketing manager

• Collect information and feedback from customers and report this in a structured manner to relevant teams, to further improve SMART-TRIAL’s services towards customers

• Report to account managers on onboarding and retention metrics

• Report to CEO and VP of Global Business Development on key performance indicators

Additionally, assist with other customer success tasks that come up from time to time, such as:

• Setup of studies in SMART-TRIAL using protocols and case report forms received from customers

• Setup of data visualization dashboards for customer studies (which might include basic data analysis)

• Setup custom notifications or reporting e.g., via Microsoft Power Automate

Ideally, you should bring with you

• Independent and structured work ethics

• Excellent command of professional English, both spoken and written (other Nordic language skills will be considered as a plus)

• Extrovert personality with good communication and people skills

• A “can-do” attitude and passion for helping people

• Willingness to learn and grow together with the company

• Ability to use quantitative and qualitative data to improve operational processes

• Ability to perform multiple tasks at the same time and handle shifting priorities in a fast pace work environment

• M.Sc. in industrial medicine or an equivalent level of similar education

• Experience from the clinical trials area of the MedTech or life science industry.

• Knowledge of GCP/GxP What we offer

• Flexible work hours in a modern workplace

• Become a part of a young international software company that caters to the global MedTech industry with ambitious growth plans.

• Opportunity to take part in the growth of an international team

• Co-create and co-develop high-tech software solution for a niche industry.

• Close collaboration with company management and founders

• Opportunity to influence the company’s service strategy

Working at SMART-TRIAL you will tackle a wide array of challenges, while experiencing a myriad of cultures, geographies, and technologies.

One of the cultural pillars is a strong winner mentality, and the staff are mainly made up of specialists within their field, some would probably call them geeks. At SMART-TRIAL the term “geek” is considered a compliment because they are all obsessed with the newest, coolest, trendiest things that their subject has to offer.