Customer Success Specialist

About Us:

At Intrinsic, we are committed to delivering innovative solutions that empower our clients

to drive success. We are seeking a strategic and results-driven Customer Success

Specialist (CSS) to join our dynamic team. We are looking for a professional who is

highly motivated and proactive. The CSS will play a key role in ensuring our customer

accounts remain healthy, fostering strong relationships to maximize retention, and

overseeing the management and execution of client projects.

Position Overview:

The Customer Success Specialist will be the primary touchpoint on designated

customer-related projects, ensure that client projects are executed effectively, and

customer satisfaction is maximized. The role involves pro-actively collaborating with

internal teams, clients, and stakeholders to align product solutions with business needs,

managing project delivery, implementations, product demonstrations and driving

customer retention.

Key Responsibilities:

 Customer Relationship Management: Build and maintain strong, long-lasting

relationships with clients by understanding their business needs, ensuring

satisfaction, and ensuring they derive maximum value from Intrinsic products.

 Product Specialist: Become an expert in Intrinsic SAAS products and be able to

help clients grasp and fully utilize the features and functionality. Know the

business cases for the product’s use to be able to help guide customers on how

to best incorporate Intrinsic products into their business processes.

 Client Meetings & Solutions: Lead discussions with clients to assess current

challenges and identify how our product offerings, such as resource

management or clinical trial management systems, can address those pain

points.

 CS Team Collaboration: Work with a team of other Customer Success

Specialists, Product Specialists, and other roles as needed to meet client needs

and maximize product engagement.

 Project Management: Manage and contribute to the execution of client projects

across all products, ensuring scope, milestones, tasks, and deliverables are met

on time and within budget. Provide regular updates to clients and internal teams.

 Collaboration Across Teams: Work closely with ICS teams, senior leaders, and

marketing to provide insights and input for product enhancements, marketing

materials, and sales support.

 Training & Demos: Lead the implementation process, providing demos and

training to new and potential clients as part of the business development

process.

Required Qualifications:

 Communication Skills and Style: Excellent written and oral communication

skills, with the ability to effectively listen to customers to identify their goals and

pain points. A true self-starter always willing to step in and help.

 Problem-Solving Abilities: Ability to identify root cause of issues and find

actionable solutions that meet the Customer’s needs.

 Relationship Management: Being proactive to build a strong rapport with

customers to ensure that trust and open communication are maintained. Work to

make it so the Customer enjoys doing business with Intrinsic.

 Technical Acumen: Comfortable with SAAS software tools and have a good

understanding of their capabilities and limitations.

 Project Management Expertise: Proven experience managing projects and

client deliverables, ensuring all aspects of the project lifecycle are tracked and on

schedule.

 Collaborative Mindset: Ability to work cross-functionally with various teams

such as business development, product, and marketing to ensure customer

needs are properly considered in related campaign and product development

efforts.

Why Join Intrinsic?

 A collaborative and innovative work environment.

 Having the flexibility to work remotely.

 Competitive salary and benefits package.

If you're passionate about driving customer success, leading customers, and helping

them maximize their value from cutting-edge solutions, we'd be happy to meet you!

How to Apply:

Interested candidates should submit their resume and a cover letter detailing their relevant experience and qualifications to patrick.g@globalpacificsupport.com with the subject line "Customer Success Specialist Application”. PLEASE ATTACH THE LINK OR SHORT VIDEO INTRODUCTION OF YOURSELF HIGHLIGHTING YOUR EXPERTISE AND EXPERIENCE.