Customer Success Specialist - Customer Support

Description:

Cordance is a software company that acquires and accelerates the growth of vertically-focused, B2B SaaS companies by investing in their products, processes and people – for the long-term. Our community of experienced operators and subject-matter experts provide go-to-market leadership, operational excellence and financial rigor to help acquired companies realize their full potential.

Cordance is seeking a Customer Success Specialist - Customer Support for McCreadie Group, who provides innovative web-based software for research pharmacy and residency programs. The focus of this position is to provide Vestigo customers with exceptional Customer Support when connecting with the help desk. The Customer Success Specialist plays a key role in ensuring that Vestigo customers’ questions and inquiries are answered in a timely, professional, courteous manner. The position must be able to handle tickets from multiple channels (email, phone, help center tickets and chats).

In addition to the focused responsibilities associated with Customer Support the person in this role will also collaborate with a cross-functional team to make sure our products meet or exceed our clients’ expectations by providing input into the product development, testing process, assisting with implementations, participating in external communications, and help center documentation.

This is a fully remote role; all candidates must be based in the US.

Responsibilities:

• Provide technical support for existing clients using established company processes and tools (Kayako, Help Center, CRM, phone, email)
• Lead the Vestigo Virtual Classroom
• Develop and maintain subject matter expertise in Research Pharmacy by participating in educational opportunities, reading professional publications, maintaining professional networks, and participating in professional organizations.
• Maintain a high standard of responsiveness, ensuring high levels of client satisfaction with our support experience.
• In collaboration with the team, consult with clients on best practices, existing and novel uses of software features.
• Provide guidance and feedback on all client and prospect communications, such as the MGI website, newsletters, training and sales, and marketing materials.
• Assist with testing of research product releases and new features in collaboration with the Customer Success Team and the Development Team.
• Work with the Customer Success Team and the Development Team on all open issues relating to research product based on feedback provided by Research Product Team members.

Requirements:

Qualifications:

• 3 years of relevant experience in research pharmacy (Investigational Drug Services) at clinical sites required
• Experience with the Vestigo application
• Exceptional communication and interpersonal skills
• Attention to detail
• Demonstrated superior training skills
• Ability to provide instructional material remotely using company provided MS Team platform
• Quick learner, eager to embrace new skills and technologies
• Excellent organizational skills with ability to work independently and manage multiple tickets/issues throughout the day and work as part of cohesive team

Preferred Qualifications:

• Certified Pharmacy Technician (CPhT)
• Previous experience providing Customer Support, conducting software training / implementation.
• Advanced user of Word, Excel and PowerPoint.

EEOC & ADA Statement:

Cordance and its family of companies provide equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, creed, sex, nationality, ancestry, national origin, disability status, genetics, protected veteran status, affectional or sexual orientation, gender identity or expression, marital status, or any other characteristic protected by federal, state, or local laws.

Cordance and its family of companies comply with federal and state disability laws and make reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Human Resources.

This applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Final candidate must be able to pass a background check.

To view applicant notices required under federal and state law, please visit: https://cordance.co/applicant-notices/