Hybrid - Fort Washington, PA / Remote
Customer Success Manager
We are seeking an experienced and dedicated Customer Success Manager to join our team. In this role, you will be the primary point of contact for our customers, helping them maximize the value of our software through strategic account management, technical consultation, and proactive engagement. You will play a key role in ensuring our clients’ satisfaction, retention, and growth.
Key Responsibilities:
- Strategic Account Management: Build and nurture strong relationships with customers, serving as their trusted advisor for Orbit’s solutions.
- Onboarding & Training: Guide new customers through the implementation process, ensuring a smooth transition and early success.
- Technical Consultation: Collaborate with customers to understand their needs and recommend best practices, configurations, and integrations.
- Periodic Reviews: Conduct regular check-ins and business reviews to assess performance, address concerns, and identify opportunities for enhancement.
- Customer Advocacy: Act as the voice of the customer internally, providing feedback to the product and support teams to improve user experiences.
- Renewals & Expansions: Proactively drive contract renewals and identify opportunities for upselling additional services or features.
- Issue Resolution: Partner with technical support to address and resolve customer issues promptly and effectively.
- Market Engagement: Collaborate and assist with marketing activities and campaigns.
- Event Participation: Represent the company at industry events and conferences, strengthening customer engagement and promoting our solutions.
- Documentation & Reporting: Maintain accurate records of customer interactions and account statuses in the CRM system.
Qualifications:
- 3+ years of experience in a customer success, account management, or related role, preferably in SaaS or the pharmaceutical/biotech industry.
- Strong technical aptitude with the ability to understand and explain software solutions.
- Proven track record of managing customer relationships and driving retention and growth.
- Excellent communication, presentation, and problem-solving skills.
- Familiarity with pharmacovigilance or drug safety processes is a plus.
- Ability to manage multiple accounts and prioritize effectively.
- Proficiency with CRM tools (e.g., Salesforce, HubSpot) and project management software.
What We Offer:
- Competitive salary and benefits package.
- Opportunity to work with cutting-edge technology in a growing industry.
- Collaborative and supportive team culture.
- Professional development and growth opportunities.
How to Apply:
Please send your resume and a cover letter detailing your qualifications and interest in the role to Kevin Fetterman, Executive Director: kfetterman@feith.com
Hybrid - Fort Washington, PA / Remote
Implementation Specialist
The Implementation Specialist plays a key role in delivering customized solutions on the Orbit platform. Working closely with account managers, project managers, and the implementation team, this role ensures client and prospect needs are effectively addressed. The Specialist coordinates with internal teams and external partners to deliver seamless solutions and ensure client satisfaction.
This role includes direct participation in client meetings, where the Specialist will help shape technical strategies that align with client needs and Orbit platform standards. Responsibilities span the full project lifecycle—from ideation and planning to design and implementation.
Reporting to the Senior Implementation Specialist, this position leads process discovery sessions, documents workflows and requirements, and supports the configuration of the Orbit system to align with client objectives. The ultimate goal is to deliver a smooth, impactful implementation experience that supports clients’ business success.
Key Responsibilities:
Client Onboarding & Setup
- Conduct discovery sessions to understand client needs and business processes.
- Guide clients through initial software training and system set up.
- Develop and execute customized implementation plans.
Software Configuration & Customization
- Configure software to match client requirements, including workflows, user roles, and integrations
- Collaborate with development and product teams to address specific customization needs
- Abide by project timelines and deliverables to ensure on-time delivery.
- Maintain comprehensive documentation throughout the project lifecycle
- Monitor project progress, manage risks, and report regularly to senior leadership
Client Relationship Management
- Serve as the primary point of contact during implementation, as well as ongoing client support and prospect meetings
- Build strong, trusted relationships with customers to drive satisfaction and retention.
- Provide ongoing support and configuration updates post go live
Technical Responsibilities
- Document Business Requirements and User Requirement Specifications
- Produce Business Process documentation
- Solutions must incorporate scalability, availability, security, extensibility, and maintainability characteristics.
- Work closely with technical project teams to ensure high-quality technology implementations are done in accordance with design and defined technical standards
- Actively participate in the design, architecture and implementation of pilots of new software applications and infrastructure
- Assist with company objectives and goals
Required Qualifications
- 2-year college degree or equivalent job experience
- Experience with implementation, , or utilization of enterprise software applications, in addition to the corresponding internet technologies, IT systems and infrastructure that support it
Preferred Qualifications
- Expertise with Business Process Management (BPM)
- Experience in pharmaceuticals and / or pharmacovigilance activities
- Expertise with documentation and implementation practices
- Familiarity with GxP and the Software Development Life Cycle and Good Documentation Practices
- Familiarity with enterprise change control procedures and processes
Key Competencies
- Proficient in troubleshooting, configuration, and/or testing methodologies
- Excellent interpersonal, organizational, and communication skills, capable of interfacing with technical and non-technical stakeholders
- Analytical thinking and problem-solving
- Customer service orientation
- Project leadership
Work Environment
- Hybrid of remote and in-office days
- Remote and/or on-site client interaction
- Collaboration with cross-functional teams
- Occasional travel to conferences or shows may be required
Additional responsibilities may be required and assigned as needed to support organizational goals and project demands.
How to Apply:
Please send your resume and a cover letter detailing your qualifications and interest in the role to Christopher Long, clong@feith.com