Product specialist
Downtown Montreal East, QC, ca
6d ago

Job Description

Montrium’s mission is to provide document management systems to help accelerate the development and approval of new medications worldwide.

Our Software as a Service (SaaS) solution helps manage clinical trial records, so information is quickly organized to :

  • Improve the monitoring of clinical trial results
  • Simplify collaboration between all pharmaceutical companies and hospitals across the globe
  • Accelerate access to data during inspections by Regulatory Authorities
  • Montrium’s North American headquarters is located in Montreal, QC Canada and our European headquarters is in Brussels, Belgium.

    As we expand our reach and customer base, we are looking for someone to

    join the Customer Experience team in our Montreal office to be the main point of contact for our customers and ensure success in the customer journey.

    The ideal candidate for this position will located in Montreal or the surrounding area.

    As a

    Product Specialist at Montrium, you will :

  • Serve as the main point of contact for Montrium’s SaaS customers from onboarding to adoption and growth
  • Accompany customers through the implementation Montrium products, including training and user acceptance testing
  • Maintain a cadence of communication with customers post-implementation to ensure we are exceeding customer service expectations
  • Collaborate with various departments to ensure customer satisfaction for retention and account expansion
  • Provide feedback to the Product team based on customer feedback and observations
  • Participate in support requests and follow up with technical support resources, as needed
  • Participate in the development and maintenance of Help Center resources such as articles and videos
  • Participate in software testing activities
  • Participate in continuous improvement establishing new ways to improve the customer experience
  • Qualifications

  • Bachelor’s degree in a field such as Engineering, Sciences, Information Technology, or equivalent experience with a minimum of 2 years’ experience in the life sciences industry as a clinical research professional or in a SaaS customer service role
  • Life sciences industry knowledge (ICH-GCP, FDA CFR 21 Part 11, basic concepts and regulation related to clinical research and regulatory submissions)
  • Outstanding organization, communication, and interpersonal skills essential
  • Proven ability to analyze and troubleshoot problems
  • Ability to quickly learn and acquire new technologies autonomously
  • Outstanding writing skills in English
  • Sporadic domestic and international travel (post-Covid)
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