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
Fort Washington, PA
Manager of Orbit Operations
Primary Job Responsibilities
The primary focus of this position is to manage the development and operation activities of the Orbit application, provide product guidance and manage the individuals and processes related to the daily activities of the application requirements, development, release management, migrations, infrastructure, customer support, and system implementation.
Technical Responsibilities:
- Employee management of staff reporting to the Manager of Orbit Operations including hiring, praise, corrective actions, and termination.
- Process management, design, and review of the development activities related to Orbit
- Process management, design, and review of the release activities related to Orbit
- Process management, design, and review of the client discovery activities related to Orbit
- Process management, design, and review of the infrastructure design and implementation activities related to Orbit
- Process management, design, and review of client support as it relates to Orbit
- Manage development sprints, assign issues to developers, and project timelines for development
- Release management of the Orbit system and responsible for determining when a release will be made and documenting which features are included within the release.
- Code review of developer code to ensure high quality and conformity to programming standards
- Produce Orbit system documentation
- Produce system solutions and architectural designs to meet identified business requirements
- Solutions must incorporate scalability, availability, security, extensibility, and maintainability characteristics
- Risks, assumptions, and costs for solutions must be articulated
- Review and approve detailed technical designs produced by technical leads on the projects
- Support client and prospect meetings
- Present current baseline technical capabilities of Orbit to clients and prospects, and actively participate in defining technical approaches to solving client’s business needs
- Mentor client and fellow employees on adherence to design and architecture guidelines
- Work closely with technical project teams to ensure high quality technology implementations are done in accordance with design and defined technical standards
- Actively participate, and lead, in the design architecture, and implementation of pilots of new software applications, standards, processes, and infrastructure design
- Perform other duties as assigned
Minimum Qualifications:
- 4-year college degree in Computer Science or Engineering or Equivalent Job Experience
Critical Skills:
- Excellent communication skills
- Excellent time management skills
- Ability to delegate work and responsibilities effectively and efficiently
- Ability to lead others
- Ability to perform under to pressure and short timelines
- Ability to perceive situations in a reasonable and rational manner
- Experience working the entire software development lifecycle (SDLC)
- Thorough understanding of object-oriented software principles
- Working knowledge of markup languages (XML, HTML, CSS) and scripting languages (JavaScript)
- Working knowledge of Structured Query Language (SQL)
Additional Skills
- Thorough understanding of enterprise software architecture, internet technologies, IT systems and infrastructure
- Thorough understanding of Pharmacovigilance processes and terminology
- Experience implementing complex enterprise systems
- Experience in supporting complex enterprise systems
- Experience in programming in a MVC or MVVM framework
- Expertise with JavaScript libraries such as jQuery and Bootstrap
- Expertise with designing custom web user interfaces using layout, navigation, storyboarding and wireframes
- Experience with Oracle RDBMS and PL/SQL
- Expertise with Business Process Management (BPM)
- Experience with Git, Jira, and Confluence
How to Apply:
Interested candidates should submit their resume and cover letter to matt@feith.com. Please include “Orbit Operations Manager” in the subject line.