Client Success and Customer Support Manager – North America
BSI seeks an experienced project manager for our customer onboarding projects and to provide customer support for our established life sciences software products (CTMS, eTMF and more) in North America.
The position entails:
- Acquisition: Support the creation of customer proposals and tendering documents. Perform product demos and requirement workshops for potential new life sciences customers. Participate at life sciences conferences and exhibitions working in the BSI Life Sciences booth.
- Planning Support the BSI sales team and the project office in the planning of new customer onboarding projects. Act as project manager for customer onboarding projects.
- Specification: Work with customer subject matter experts and BSI internal specialists to define detailed customer configurations and turn them into product design and configuration specifications.
- Implementation: Plan and execute system configuration and qualification together with the customer and BSI internal specialists.
- Trainings: Prepare and execute system administration and key-user trainings for our customers.
- Validation: Close collaboration with customers and BSI quality management for creation, review, and approval of all required documents for system validation.
- Product: Bring feedback and requirements from customer projects into the standard product roadmap.
- Support: Functional support of the clients after go-live, acting as first-point-of-contact, organizing monthly support calls and collaborate with the overall BSI Life Sciences support team.
The working environment you will find:
- A relationship built on trust and respect
- Values that define the why and how we work
- Our goal-oriented work ethos
- An organization built around projects, not hierarchies
- The possibility for every employee to participate in the company’s success
- Workplace is Remote, with occasional business trips to Europe, North America, and Asia
What you offer:
- You are a strong individual who can work autonomously as well as within a motivated team.
- Five years+ project management experience executing projects in a regulated environment
- Pharma / life sciences experience is a must.
- You are achievement-oriented and possess excellent listening, documentation, and presentation skills.
- Bachelor’s degree
- Excellent written and oral communication skills in English
- Computer literacy (MS Word, Excel, PowerPoint)
Are you interested? We would love to hear from you.
