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About Us

Cloudbyz is a leading provider of unified eClinical solutions to Life Sciences and Consumer Research sectors. Our innovative cloud-based platform accelerates clinical research operations, offering comprehensive solutions offering comprehensive solutions to mid-market and enterprise customers globally. Our innovative solutions include Clinical Trial Management System (CTMS), Electronic Data Capture (EDC), Electronic Trial Master File (eTMF), patient recruitment, Safety & PV, and ClinicalWave.ai and more. We are dedicated to empowering our clients with cutting-edge technology to streamline their clinical trials and improve outcomes.
We are expanding our global customer support center in India to provide 24/7 support to our clients.

Job Description

We are seeking a dynamic and experienced Support Lead / Customer Success Manager with over 5 years of experience in similar roles, specializing in Salesforce. The successful candidate will lead and manage our support team, ensuring exceptional customer satisfaction and efficient resolution of technical issues. This role requires a strong background in Salesforce configurations and development, along with proven leadership abilities.

Key Responsibilities

• Lead and manage a team of support engineers to provide 24/7 technical support for Salesforce configurations and development-related issues.
• Oversee day-to-day operations of the support team, ensuring timely and effective resolution of customer issues.
• Act as a primary point of contact for escalated customer issues and ensure prompt and satisfactory resolutions.
• Develop and implement support processes and procedures to enhance team efficiency and customer satisfaction.
• Monitor team performance, provide coaching and mentoring, and conduct regular performance reviews.
• Collaborate with cross-functional teams, including product development, to address complex technical problems and improve product functionality.
• Analyze support metrics and customer feedback to identify areas for improvement and implement corrective actions.
• Ensure proper documentation and maintenance of customer interactions and technical procedures in the ticketing system.
• Foster a customer-centric culture within the support team, promoting best practices and continuous improvement.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Over 5 years of experience in a customer support or customer success role, with at least 3 years in a leadership position.
• Expertise in Salesforce administration, configuration, and development, including Apex, Visualforce, Lightning components, and Salesforce APIs.
• Proven ability to manage and lead a technical support team in a fast-paced, dynamic environment.
• Strong problem-solving skills and ability to troubleshoot complex technical issues.
• Excellent communication skills, both written and verbal, with the ability to convey technical information to non-technical users.
• Experience with IT service management (ITSM) tools and practices.
• Ability to work in rotational shifts, including nights and weekends.

Preferred Qualifications:

• Salesforce Certified Administrator, Salesforce Certified Platform Developer I, or similar certifications.
• Experience in the life sciences industry or with eClinical solutions.
• Familiarity with integration platforms and tools such as MuleSoft or Informatica.
• Strong analytical skills with the ability to interpret support metrics and customer feedback.

What We Offer:

• Competitive salary and benefits package.
• Opportunities for professional growth and development.
• Dynamic and collaborative work environment.
• Chance to work with cutting-edge technologies in the life sciences industry.

Join us at Cloudbyz and lead a team that is revolutionizing clinical research operations globally!

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