[Remote] Customer Success Analyst

Note: The job is a remote job and is open to candidates in USA. Konovo is a global healthcare intelligence company on a mission to transform research through technology, enabling faster, better, connected insights. The Customer Success Analyst will manage client relationships, support clients in utilizing the proprietary insights generation platform, and drive client engagement and satisfaction in the Life Sciences sector.

Responsibilities

• Own and manage client relationships connecting regularly to understand their scope, research needs, and key business questions
• Develop deep business understanding of key clients to drive impact of research
• Provide platform training and onboarding to clients to support self-service of our product
• Support continuous client learning through clear and simple communication of technical features and processes
• Guide clients through the research process by advising them on survey design, programming and fielding, and supporting their interpretation of the results and analysis
• Facilitate Customer Success, managing our platform “help” feature by quickly and effectively answering client questions and providing tips
• Champion product innovations, proactively sharing with clients, so they can always use our latest and greatest features
• Provide feedback to our product team about what does and doesn’t work well, shaping the future of our platform and influencing how Konovo’s technology evolves

Skills

• Experience managing client relationships, ideally as the day-to-day contact or account manager
• 1 to 3 years of experience designing and executing quantitative market research projects, preferably in a health or life sciences-related space
• Strong problem-solving skills, with the ability to tackle complex issues creatively and independently
• Excellent business communication skills; capable of explaining complex technical concepts to non-technical audiences
• Detail-oriented with strong organizational skills, capable of managing multiple projects simultaneously
• Ability to work effectively in a team-oriented environment and collaborate with cross-functional teams
• Ability to travel overnight at least once per month
• Leverage emerging tools and technology to improve client workflows, automate tasks, and enhance the speed and quality of research
• Knowledge of healthcare industry regulations and standards (e.g., HIPAA, GDPR)

Benefits

• Variable bonus
• Employee benefits

Company Overview