Customer Success Engineer I

Customer Success Engineer I

Description

A Customer Success Engineer (CSE) at Prelude is pivotal in ensuring our clients' success and satisfaction with Prelude and our software products. A Prelude CSE’s primary responsibility is to ensure our clients' successful implementation, adoption, and ongoing satisfaction utilizing our platform. This includes guiding clients through our implementation process, delivering training sessions, consulting clients on study design, and resolving technical issues to maximize the client’s experience. As a Prelude Customer Success team member, the CSE’s goal is to ensure our clients derive maximum value from our solutions and achieve their business objectives seamlessly.

Responsibilities

1. Implementation:

• Review client protocol and design/build the study based on the protocol and additional information (e.g., case report forms) provided, ensuring our solution's successful implementation and configuration based on their unique requirements.
• Participate in regularly scheduled meetings to provide and collect feedback and answer questions related to implementation.
• Communicate with customer success managers to ensure Prelude meets client expectations (e.g., functionality, timeline) and change controls due to customer requests not contracted initially (e.g., new form, build redesign due to a protocol amendment) are accounted for.
• Periodically review client builds to ensure best practices are followed.
• Anticipate and address potential challenges before they impact the client and ensure the front-end user experience is optimized.
• Thoroughly test Prelude builds to mitigate the risk of bugs and errors.
• Collaborate with and support customer success team members to facilitate product training, implementation, testing, and internal QA processes.

2. Training and Enablement:

• Conduct training sessions to empower clients in utilizing our platform to its full potential.
• Develop and deliver training materials and documentation to facilitate user understanding.

3. Technical Troubleshooting:

• Serve as a technical expert, diagnosing and resolving client issues related to software functionality, integration, and performance.
• Collaborate with cross-functional teams for efficient problem resolution.

4. Client Relationship Management:

• Build and nurture strong relationships with your client team. Understand their objectives and challenges to tailor solutions and support accordingly.
• Collaborate with and support customer success team members to manage customer needs during the contract's lifetime, including additional training, change controls, mid-study updates, and study closeout.

5. Cross-functional Collaboration:

• Collect client feedback and collaborate with the product development team to enhance features and user experience.
• Contribute insights for continuous improvement.
• Collaborate with DevOps team to manage client communications regarding upcoming server maintenance and updates. Validate servers accordingly.

6. Renewal Support:

• Collaborate with the customer success and/or sales team to ensure successful client retention by demonstrating how our solution meets the client’s needs.

Requirements

• Bachelor's degree in an analytically rigorous field (e.g., math, statistics, engineering, etc.).
• Understanding of SaaS products and the ability to communicate technical concepts to non-technical users.
• Strong communication, presentation, and interpersonal skills.
• Attention to detail.
• Problem-solving mindset and adaptability in a fast-paced environment.
• Proactive and customer-focused mindset with a commitment to exceeding client expectations.
• Ability to work effectively with little supervision, multitask, and be flexible.