Customer Success Implementation & Technical Specialist

Job Description

About Unifize:

At Unifize, we’re building a SaaS platform that revolutionizes process efficiency for product development, quality, and operations teams in ISO and FDA-regulated companies, especially in the medical device, aerospace, automotive, food processing, and engineering industries.

Unifize products (QMS, PLM, etc) are built on a no-code configuration platform that helps customers map their ideal workflows instead of using a one-size-fits-all solution.

By integrating communication, data, documents, and workflows into a single source of truth, we help our customers deliver better products on time, on budget, and with reduced risk. 

For additional insights:

• Case studies and testimonials from customers, who talk extensively about their transformational experiences using Unifize. 
• Medical device landing page, which explains how the Unifize platform solves problems for a specific industry sector.
• About us, which includes a questionable piece of amateur dramatics by the founders.

Role Overview:

We are looking for a Customer Success Implementation and Technical Specialist with expertise in quality management and experience working with ISO and FDA-regulated organizations. As the CS Implementation and Technical Specialist, you will be responsible for configuring the Unifize applications for the customers, as well as gathering product and process insights about usage from the data and our interactions with the customer. You’ll be expected to respond in the Unifize application to any questions or queries, especially during the first crucial days after we onboard a new customer.

You will start by understanding our end-to-end process and learning about our existing customers. 

Responsibilities

• Assist customers in the implementation and integration. Specifically, you will:
• Manage the implementation of each purchased module, through configuration, preparation, and onboarding
• Provide technical support, training sessions and guidance to ensure customers can effectively utilize our products.
• Demo best practices and use-cases (eg. Document Management, Maintenance, Calibration, Design Controls)
• Tweak or configure the customer’s account to solve their specific pain points or map to their desired workflow
• Create and manage automation and PDF tasks using team resources
• Create and resolve bugs with engineering team resources
• Gather feedback from customers to inform product improvements and ensure ongoing satisfaction.
• Monitor customer success metrics and proactively address any issues or concerns.

• Conduct product demonstrations for potential and existing customers, showcasing the capabilities and benefits of our solutions.

Requirements

• Must have expertise in quality management and experience working with ISO and FDA-regulated organizations.
• Experience working at a software company where you’ve used configuration (or no code builders) to develop solutions for customers
• Must have experience working in manufacturing, life science, Medical devices, Automotive, Aerospace, or similar environments, especially in operations, R&D, or quality. Selling into these industries is a plus.
• Must have at least two years of Implementation, Sales Engineering, Customer Success, Support, or Integrations-focused Solution consulting experience
• Bachelor's degree in Computer Science, Engineering, or a related field. Or experience to offset.
• Proficiency in spoken and written Spanish is a plus.
• Organized, with an ability to develop and execute complex plans throughout the implementation cycle life of the client relationship
• Team-oriented (we before me), collaborative, and comfortable working cross-functionally
• Convincing and personable, have strong verbal/written communication and presentation skills, and are comfortable persuading both internal and external resources

Benefits

• Competitive salary with significant on-target earnings (OTE) potential.
• A dynamic and supportive work environment focused on innovation and growth.
• Opportunity to work with a product at the cutting edge of the life sciences and manufacturing sectors.
• Flexible working arrangements to support work-life balance.

Unifize is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.