Site Success Manager at Helpware

About Us

Helpware is a technology-driven company with offices in the USA, Ukraine, Mexico, Germany, Albania, Poland, Puerto Rico, and the Philippines, which provides Customer Experience & Operational Support for modern companies. Our team of professionals is driven by the purpose of providing best-in-class value-adding services to our partners by leveraging our empowered teams, innovative solutions, and technologies.

Job Summary

The Site Success Manager is responsible for ensuring that clinical research site users are successfully onboarded to Slope’s software platform and gain maximum value from the product. This role involves guiding users through the onboarding process, driving adoption, and fostering engagement. The ideal candidate is proactive, client-focused, and passionate about helping customers achieve their goals.

Responsibilities

• Onboarding New Users: Manage the onboarding process for clinical research site users, including account setup, product training, and initial check-ins to ensure a smooth transition onto the platform.
• User Engagement: Assist in developing and executing strategies to increase user adoption and engagement. Contribute to creating in-app educational content (e.g., product tours, checklists, tooltips).
• Client Relationship Management: Act as the main point of contact for assigned client accounts. Build strong relationships, educate clients on Slope’s value, and ensure they feel supported and valued.
• Proactive Support: Identify potential roadblocks or barriers to product adoption and proactively address them. Regularly check in with users to ensure satisfaction and alignment with their needs.
• Data-Driven Insights: Track and monitor client engagement metrics to identify at-risk clients and opportunities for deeper engagement. Share findings internally to inform enhancements.
• Client Feedback Collection: Gather and share user feedback to support continuous improvement, advocating for client needs in product development.

Qualifications

• Experience: 2–3 years in customer success or account management.
• Customer-Centric Mindset: Strong client orientation with a proactive approach to helping clients succeed and achieve their goals.
• Communication Skills: Excellent verbal and written communication skills, capable of building rapport with diverse client profiles and communicating effectively with all stakeholders.
• Problem-Solving Ability: Skilled at identifying challenges or areas of friction and proactively resolving them in collaboration with clients.
• Data Analysis: Experience using client engagement metrics to guide actions and decisions, with proficiency in CRM tools.

Preferred Qualifications

• Industry Experience: Experience working in a SaaS environment or within clinical trials.

We Offer

• Medical insurance after the trial period;
• English classes;
• Schedule Mon–Fri, 11 am – 8 pm Tbilisi time;
• Corporate training and parties;
• A comfortable office in the center of Tbilisi;
• Equipment provided for work;
• Official employment;
• Opportunities for professional development and career growth;
• Bonuses and motivation systems;
• The option to work fully remotely.