Customer Success / Service Manager
Ready to make a real impact? Join us at the forefront of cutting-edge clinical trials, where your skills will help transform patient lives.
About Protas
Protas is an independent not-for-profit organisation driving change in clinical trials for common and life-threatening diseases. Through smarter trial design and delivery, data and technology, and policy, our expert team is improving the quality, efficiency and impact of clinical trials. Find out more about us at protas.co.uk.
About the Role
You’ll be responsible for managing the configuration and deployment of Cantata, our clinical trials platform, for specific trials, and overseeing the ongoing operation and support of configured instances.
You’ll lead the team responsible for preparing Cantata for customer use, working with the Product Owner and Business Analysts to gather and validate customer-specific configuration needs.
You will also manage customers’ service delivery and service management expectations, identifying and raising recurring product issues and potential solutions as well as product improvement feedback to the product team and ensuring robust change management processes with appropriate communications to customers and stakeholders.
About You
You are experienced in supporting complex Salesforce deployments with broad technology competence and delivery experience in a highly regulated environment, such as Healthcare or Pharma.
Additionally you have considerable experience working with third-party and geographically distributed development teams, and knowledge of Salesforce platform components such as Sales Cloud, Service Cloud, Health Cloud, Experience Cloud, Apex, and Lightning as well as knowledge of Mulesoft, Heroku and CRM Analytics.
Ideally you’ll hold salesforce certifications, and have experience working as a Customer Delivery and Project Manager and/or in a customer success role.

Please refer the Job description for details