Suvoda

Troubleshoot and resolve client issues by creating and executing SQL scripts, collaborating with support and development teams, and maintaining system knowledge. | Proficiency in SQL, experience with web-based applications, good communication skills, and support experience, preferably in a technical or IRT environment. | We’re Looking for a Technical Support Specialist to Join Our Team! At Suvoda, we’re not only passionate about the work that we do and the impact that it has on human lives, but we’re passionate about the people who make it happen! Every day, it is our priority to bring in talented and motivated individuals and create a workplace that drives, engages and retains them. What Should You Expect? As a Technical Support Specialist you will be responsible of identifying and troubleshooting the error logs that occur in our web-based application. You will create and write SQL queries in order to perform manual updates in customer database. You will also work closely with our first-level Customer Care Specialists and our development team to investigate, troubleshoot and resolve escalated client support issues. The schedule for this role is a 1:00pm - 9:00pm PCT / 4:00pm - 12:00am EST shift. What You'll Do: Create and execute SQL scripts and stored procedures to perform manual updates to customer databases as required Provide support to customers and/or end users via telephone and email (as required) to troubleshoot issues and identiy root causes Troubleshoot technical issues reported by Suvoda’s Customer Care Specialists and provide guidance Collaborate with the services delivery teams to identify optimal solutions Excellent understanding of the technical aspects of the system Remain up to date with understanding new functionality introduced by core system releases Investigate critical and urgent issues in a timely manner Ability to pool various reports from the DB as required Provide input on current support processes and suggest improvements Perform other related duties as required Who You Are: You have: A Bachelor's degree (ideally in computer science) preferred Proficiency with web-based software applications Exposure to Windows (Unix based systems) Experience creating and executing SQL scripts and stored procedures Strong written and verbal communication skills. Able to work independently as well as part of a cross functional team. Analytical, organisational and planning skills Highly self-motivated, able to multi-task in a fast paced environment. Attention to detail Prior technical support experience preferred, especially in IRT or related field #LI-AC1 We are aware that an individual(s) are fraudulently representing themselves as Suvoda recruiters and/or hiring managers. Suvoda will never request personal information such as your bank account number, credit card number, drivers license or social security number — or request payment from you — during the job application or interview process. Any emails from the Suvoda recruiting team will come from a @suvoda.com email address. You can learn more about these types of fraud by referring to this FTC consumer alert. As set forth in Suvoda’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. If you are based in California, we encourage you to read this important information for California residents linked here.

Manage customer relationships, drive customer success initiatives, and identify growth opportunities. | Requires 5+ years in account management, preferably in life sciences, with proven skills in customer retention, relationship growth, and cross-functional collaboration. | Customer Success Manager The Customer Success Manager is responsible for the building and management of customer relationships while leading the customer to full adoption of our products. The Customer Success Manager plays a key role in developing strategic relationships with customers and demonstrating high NPS scores and expansion opportunities. This role involves the proactive engagement in day to day management of the account including strategic account planning and customer success issue resolution. The Customer Success Manager has a high attention to detail, strives for customer success and satisfaction, is articulate and credible, and metrics driven. Responsibilities Maintain strong relationships with customers and ownership of customers’ success through renewal rate, NPS and other metrics that measure customer success. Drive strategic development of customer programs and actively pursue opportunities to improve through expansion, enhancements and operational improvements Identify opportunities to increase revenue conversion Establish initiatives to encourage customer growth and upsell opportunities Create and drive value realization throughout the lifecycle Proactively identify account risks and drive mitigation strategies Work with cross functional partners to develop strategies and materials to increase the quality and efficiency of support to customers and users Work with CSM Leaders on business initiatives and other projects Work with marketing team to identify customer advocates to participate in feedback opportunities and case studies Work with Finance teams to improve revenue predictability for customers Assist in the hiring and training of Customer Success Managers Perform other duties, assignments, and special projects as time or circumstances demand Qualifications 5+ years working in account management or equivalent role 5+ years working in the Life Sciences Industry preferred Bachelor's Degree or equivalent combination of education and experience preferred Proven proficiency in customer retention, presentation skills and ability to work independently to drive a virtual team to deliver customer success Ability to align internal resources to meet customer requirements and deadlines. Proven track record of sustaining and growing complex relationships Commercial instincts a must with strong leadership, teamwork, & cross-group collaboration skills. Be a self-starter with a positive attitude Extremely organized, with effective time management skills #LI-AC1 We are aware that an individual(s) are fraudulently representing themselves as Suvoda recruiters and/or hiring managers. Suvoda will never request personal information such as your bank account number, credit card number, drivers license or social security number — or request payment from you — during the job application or interview process. Any emails from the Suvoda recruiting team will come from a @suvoda.com email address. You can learn more about these types of fraud by referring to this FTC consumer alert. As set forth in Suvoda’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law. If you are based in California, we encourage you to read this important information for California residents linked here.