Customer Success Specialist

About Us

Qualio is on a mission to empower life science teams to launch and scale life-saving products. We’re doing that by building a connected and integrated quality management platform for the entire life science ecosystem. Qualio is trusted by 100s of highly regulated international customers, ranging from the bleeding edge of computational biology and machine learning to household names in mRNA vaccine development. 

The Qualio team is all-remote, and currently distributed across North America, Europe and Australia.

What’s the opportunity?

Qualio’s Customer Success team is looking for a Customer Success Specialist  to support our APAC Customer base with both account management and customer support in this unique role.  Your day-to-day is going to be a  mix of proactive and reactive work, part customer success management and part customer support. The proactive work includes running customer meetings, handling renewals, up-sells, and assisting with help center content. The reactive will consist of support including  engaging with customers (primarily through email and chat) to understand and acknowledge their questions or issues, troubleshoot product or technical issues as needed, and to provide answers or resolutions.

What will I be doing?

• Success Management: Improve Customer engagement and adoption through proactive touchpoints and driving Customers through an adoption journey.

• Success Management: Develop and deliver win/win outcomes for customer renewals that optimize contract terms while protecting and enhancing customer trust

• Success Management: Follow and adhere to standard methodologies for all internal processes including Opportunity Management, Risk Management, Quoting, and Forecasting

• Support & Success Management: Collaborate with the Product, Marketing, and Sales teams to advocate for your customers and proactively find ways to grow our customer base

• Support: Research, reproduce and lead support cases to resolution with a high sense of urgency and professionalism.

• Support: Apply in-depth troubleshooting and debugging skills to identify the root cause of issues.Be the key contact and advocate for your assigned customer list

What skills do I need?

• 3 years experience in a customer facing role in SaaS

•  Quality or Regulatory industry knowledge a plus 

• Ability to define problems, collect data, establish facts and draw valid conclusions.

• Possess a strong people orientation with the ability to listen, work and resolve issues to achieve customer satisfaction

• Experience with Salesforce.com, Catalyst, GSuite, Intercom, JIRA (or similar softwares)

• Exceptional organizational and time management skills

• Experience working autonomously in a globally distributed work environment.

We’d also like you to have:

• Experience managing a book of business with accountability for renewal rate and growth

• Experience in driving win-win outcomes in detailed contract negotiations

• Adaptability to take on new projects and adjust to changing priorities

Benefits 

In addition to playing an important role in building Qualio, you'll receive:

• Competitive salary

• Flexible holidays

• Unlimited Time Off

• Professional development stipend

• Working space allowance / home office budget

• Opportunity to make a difference through helping life-saving products to get to market

A note to candidates:

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every single one of the qualifications as described in a job description. We are committed to building a diverse and inclusive company and we are most interested in finding the BEST candidate for the job. That candidate may be one who comes from a less traditional background, and that’s okay. We would strongly encourage you to apply, even if you don't believe you meet every one of the qualifications described.