customer support representative - wholesale
About the company
Behind every innovative new medical device, new healthcare policy, and research into new treatments, there?s a literature review. At DistillerSR Inc., we?re changing the way that scientific research is conducted. Founded in 2008, DistillerSR is the world?s leading AI-enabled workflow automation and evidence management platform for streamlining the production of critical literature-based health research. DistillerSR is used by 80% of the top 10 global medical device and pharmaceutical companies to inform life-changing product research, prepare regulatory submissions and to monitor for safety issues with medical products once in market.
At DistillerSR, we have three core values: Always Leading, Always Innovating, and Always Trusted. Our amazing team lives these values every day and our customers trust us to bring them innovative, world-leading solutions that power their important work.
Your tasks
Scope of the Role The Customer Success Manager drives customer engagement and retention. CSMs advise and guide our customers as they map their business needs to the capabilities of DistillerSR, with the goal of ensuring customers adopt the DistillerSR platform deeply and derive the best value from their DistillerSR subscriptions and services. CSMs collaborate cross-functionally with other DistillerSR departments to identify opportunities and risk, and to develop recommendations and solutions.
Relationships & Engagement
- Build and maintain strong relationships with customers to drive long-term customer success and value.
- Engage with customers regularly, promoting and measuring customers? engagement with the platform as a lever to account retention.
- Conduct regular ROI meetings with customers to assess value delivered and identify areas for improvement.
- Align actions and decisions with DistillerSR?s core organizational values to foster a culture of customer excellence.
Consultation
- Promote customer satisfaction through application of product knowledge and technical expertise.
- Recommend best-practice uses of DistillerSR based on understanding of the customer?s business, use cases, success criteria for getting value, and data.
- Collect key business and user insights, developing strategic plans and a long-term vision for customer accounts.
- Participate in client requirements-gathering workshops, documenting feedback.
- Advocate with DSR internal stakeholders for customer needs in product evolution.
Adoption, Retention, and Expansion
- Facilitate the onboarding of new customers, supporting customer change management initiatives to adopt DistillerSR.
- Monitor customer usage data and act upon it to resolve product use inefficiencies.
- Identify opportunities to increase product usage.
- Proactively identify at-risk customers. Develop and implement retention plans, maintaining internal visibility through regular updates.
- Supplement the first line of support when necessary, helping customers resolve issues.
- Identify customer expansion opportunities for action by the broader account team, specifically including the Account Executive.
- Support Sales activities such as conducting product demonstrations, participating in client discussions, and RFP processes.
Continuous Improvement
- Participate in continuous improvement initiatives as required and assist with drafting service-related policies, procedures, and work instructions.
Key Contacts
- Frequent interaction with assigned customers and target clients, including leadership and individual contributors, with both business and technical roles.
- Collaborates closely with all members of Customer Success, Sales, Global Support, Professional Services, Marketing, and P