Customer Success Manager - Platform Adoption & Implementation

Work Description:

This isn't a passive support role. You'll own the relationship with your markets, understand their workflows deeply enough to spot what's blocking adoption, and drive the changes needed to move markets from reluctant users to advocates. You'll work across market POCs, medical reviewers, content owners, IT business partners, and the development team — connecting dots that don't connect themselves.

What will you do?

Market Engagement:

• Own market engagement activities for AI-Assisted Review and be accountable for their adoption outcomes.
• Lead and facilitate regular mobilization calls with LOC, GPS, and partners to provide training, share new developments and updates, address concerns, and encourage engagement.
• Monitor market health, identify actionable insights from adoption & impact metrics, and plan towards activities that result in customer success & improved adoption of the tool
• Develop and deliver training materials (e.g., playbooks, decks) to ensure the plan can be repeated for efficiency in the ways of working.
• Establish clear communication channels and feedback loops between users, developers, and stakeholders.
• Identify and resolve pain points and obstacles hindering the adoption and effective use of the AI tool.

Communication & reporting:

• Communicating updates, best practices, and new features to users.
• Tracking and reporting on key metrics, such as adoption rates and workflow efficiency, including regular updates on market health.
• Developing and maintaining a knowledge base of FAQs and best practices guides.

Technical support & User Acceptance Testing facilitation:

• Work with the development team to onboard new markets, resolve technical issues, and implement improvements.
• Responsible for designing and working with teams to execute UAT plans for each deployment phase, incorporating relevant test cases and scenarios.
• Collect, analyse, and prioritize UAT feedback, working with the development team to address identified issues.