Remote Otter LogoRemoteOtter

Customer Success Consultant - Remote

Posted 7 days ago
Medrio logo

Medrio

Customer Service
Full Time
USA
$140,000 - $170,000/year

Share This Job!

Overview

The incumbent will drive success for an assigned subset of our largest strategic members (i.e., top revenue, highly penetrated accounts). This role focuses on Tier 2 support, product optimization, product adoption, and advocacy. The successful candidate will have deep knowledge of Medrio's software products in order provide expert advice to our customers.

In Short

  • Escalation point of contact for customers, Support, and internal contacts within the organization
  • Service as subject matter expert for already triaged internal/external customer issues
  • Assist Medrio customers with optimizing their use of Medrio products to ensure performance, scalability and study success.
  • Participate in Training and best practice documentation
  • Challenge Medrio customers and guide them to the right solution.
  • Participate in weekly Status calls, Monthly management calls and Periodic executive-level business reviews.
  • Regularly and effectively communicate client portfolio health to leadership through verbal and written forums
  • Document and share best practices for the use of Medrio products based on consultation with Product, Data Sciences, Professional Services, Onboarding, and other organizations as needed when discovering a solution to a customer’s challenge
  • Consult with Executive Leadership Team (ELT) as needed for customer escalations that go directly to an ELT member rather than the standard support case escalation process
  • Ensure customers receive maximum value by assessing their needs and recommending courses of action

Requirements

  • In-depth Medrio product knowledge and understanding of Medrio’s positioning in the industry
  • Data Management and/or Clinical Trials build experience
  • Critical thinking skills to help identify alternative solutions
  • Ability to ask probing questions to determine the root cause of a problem
  • Willingness to be firm with customers and not make commitments that Medrio cannot support
  • Project management and/or process optimization skills
  • Creativity and calculated decision making skills are required to ensure customers receive the best solution for urgent/escalated issues promptly
  • Passion for advocating for client’s success and resolving issues

Benefits

  • Medrio covers the cost of employee premiums for medical, dental, vision, life and LTD insurance
  • Gym membership
  • Promotes an atmosphere of work/life balance
  • Flexible work schedules
  • Unlimited PTO

Similar Jobs:

Phocas Software logo

Customer Success Consultant - Remote

Phocas Software

3 weeks ago

Join a high-growth tech company as a Customer Success Consultant, ensuring customers gain value from their software investment.

Customer Success
Financial Planning
Accounting
SaaS
CA, USA
Full-time
Customer Service
$85,000 - $100,000/year
Mirakl logo

Customer Success Consultant - Remote

Mirakl

8 weeks ago

Join Mirakl as a Customer Success Consultant in Munich, focusing on B2C clients to drive their marketplace success.

Customer Success
E-commerce
Marketplace
Consulting
Germany
Full-time
Customer Service
Sophos logo

Customer Success Consultant - Remote

Sophos

12 weeks ago

Join Sophos as a Customer Success Consultant to enhance customer satisfaction and ensure effective onboarding and support for cybersecurity products.

Customer Success
Onboarding
Implementation
Support
HU
Full-time
Customer Service
Mirakl logo

Manager, Customer Success Consultant - Remote

Mirakl

2 weeks ago

Mirakl is seeking a Manager, Customer Success Consultant to drive growth and strategy for UK & Nordics B2C clients.

Customer Success
ECommerce
Management Consulting
SaaS
UK
Full-time
Sales / Business
Quantum Metric logo

Customer Success Business Consultant - Remote

Quantum Metric

329 weeks ago

The Customer Success Business Consultant will enhance client engagement and ensure value through tailored training and quantitative analysis.

Customer Success
Client Enablement
Training
Quantitative Analysis
USA
Full-time
Customer Service