Customer Success Associate

4 months ago

St Catharines, Canada Cedience Full time

**Overview**

**About Us**
We’re Cedience, a Toronto-based AI start-up addressing unique challenges in the pharmaceutical industry.

Our AI-powered SaaS platform is used by top 20 pharma companies and mid-sized biotechs to answer complex questions on FDA expectations and support critical decisions in the development of new medicines.

We attribute our success to our ability to create value where it matters most. We achieve this by listening closely to our users to identify and address their most pressing needs (include “CDC” in your cover letter if you read this).

**About You**

Are you purpose-driven? Do you enjoy solving unique challenges? Do you thrive in a rapidly changing environment? Are you excited about the impact of generative AI? Are you interested in the pharmaceutical industry?

We're looking for builders who are not afraid to think outside the box, who are willing to challenge the status quo, and who are willing to go above and beyond to create value for our clients. If you find motivation in making a difference and thrive in an early stage start-up environment, then let’s talk.

**About This Role**
Every member on our team is involved in listening to users, discovering their needs, brainstorming potential solutions, debating the different options, and taking ownership in product development and testing. In addition to these shared responsibilities, a Customer Success Associate (CSA) is primarily responsible for the following,

(1) Ensuring the success of our users on the platform
(2) Growing platform usage and engagements
(3) Building the platform's knowledge base
(4) Supporting sales and marketing activities
(5) Supporting product development and testing

Here's how your typical work week may look:

- Participate in the onboarding of new users
- Respond to inquiries from users
- Coordinate with team to resolve issue reported by user
- Documenting a new use case and sharing it with all users
- Participate in discovery calls and/or demo calls
- Follow up with leads and support outreach campaigns
- Record short use case to share on LinkedIn

**Experience**
Required
- minimum of 2 years of experience in a similar or related customer-facing role (including customer relations, customer service, customer support, technical support, consultative sales etc..)

Preferred
- In addition to the requirements listed above, any of the below will help you stand out,
- Experience in B2B SaaS customer success
- Experience in other type of B2B customer roles
- Experience in the pharmaceutical industry or CRO industry

**Education**
Required
- Completed or completing (last year) a degree or certificate in one of the following areas
- Business Administration
- Marketing
- Psychology
- Pharmaceutical Sciences

**Preferred**
- In addition to the requirements listed above, any of the below will help you stand out,
- Good understanding of the pharmaceutical industry and the drug development process
- Good understanding of the B2B SaaS industry and success metrics
- Exposure to any regulatory areas in the pharmaceutical industry

**Skills**
- Outstanding communication skills (written & verbal)
- Amazing organization skills
- High level of professionalism (in person and on virtual calls)
- Independent and self-driven
- Comfortable participating in large meetings
- Love for learning, reading, and researching
- Enjoy learning new tools and the ability to quickly masters them
- Advanced with MS Excel and/or Google Sheets
- Experience working with CRM systems.

**Location**
Hybrid (primarily remote with occasional meetings at the office in St Catharines, ON)

**Position Start Date**
Immediate

**Travel Requirements**
Not applicable - Travel to conferences in Canada/US possible

**How to Apply**

**Job Types**: Full-time, Part-time, Permanent

Pay: From $43,000.00 per year

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Customer service: 2 years (required)

Work Location: Hybrid remote in St. Catharines, ON L2R 7E8

Application deadline: 2024-09-13

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