Copy of Customer Success Manager I

Crio Inc.

5h•$70,000 - $80,000

About The Position

Join us at CRIO and be part of a dynamic team dedicated to revolutionizing the clinical research industry. Apply today to embark on a rewarding career journey! We’re proud to be an equal opportunity employer and welcome our employee’s differences, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or Veteran status. Difference makes us better. Join us.

Requirements

BA/BS degree
2-5 years of experience with a proven track record in Customer Success, Account Management, or Implementation
Exceptional writing, interpersonal, organizational, and time management skills
Proficiency in PC/Mac skills, including Office Suite/G Suite tools
Ability to work independently while supporting team objectives
Demonstrated integrity and a positive, proactive attitude
Familiarity with Live Chat and project management tools
Experience with Looker
Previous work experience in customer service, healthcare, clinical research, or academia

Responsibilities

Guide customers through the transition from onboarding/implementation to the CSM phase of their lifecycle
Conduct proactive communication and hold Quarterly Business Reviews to optimize product adoption and identify expansion opportunities
Assess opportunities for product enhancements and liaise with the Product team as necessary
Take ownership of client communication, satisfaction, and retention for assigned accounts
Identify and coordinate clinical trial study design opportunities
Collaborate with cross-functional teams to enhance the overall customer experience, addressing pain points and use cases identified during the sales process and client lifecycle
Address inbound product/feature queries via Live Chat, email, and phone

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