Director, Customer Support

Cytel Statistical Software And Services
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Executive / senior industry position

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Date: Aug 28, 2020

Company: Cytel Inc

Cytel provides unrivaled biostatistics and operations research knowledge to our customers in the life sciences industries in the form of both software and services.  At Cytel, we work hard to create successful careers with significant professional growth for our employees, as a result of which they work hard to make Cytel successful. Cytel is a place where talent, experience and integrity come together to advance the state of clinical development.



At Cytel we have many customers that use our state of the art adaptive and innovative design software. For us everything starts and stops with our customer’s satisfaction. We are excited to begin our search for a Director, Customer Support to support our customers with their technical inquiries, issues and installation of Cytel’s software. If you have outstanding technical and customer service skills, you are a team player and passionate about technology - consider joining our success at Cytel!


  • Overseeing management; ensuring efficient,high quality processes; ensuring adequate response times and quality forservice and product delivery.
  • Point of contact for all cloud & maintenance customer escalations on B2B solutions globally.
  • Lead the current and future direction of our Support organization and ensure that support team are working directly with Cytel customers to resolve customer issues/questions.
  • Provide leadership and supervision on day-to-day operational and direct technical support and maintain a positive relationship with our customer
  • Develop key performance indicators (KPIs) to ensurethe most effective and efficient customer experience andmeasure to understand if objectives are being accomplished.
  • Ensure customer support calls/emails get answered on daily basis and within the defined time-period
  • Ensure all users understand the technology requirements for installation of different software offerings, and continually assesses needs and requirements to improve and enhance our processes and system to address efficient software deployment.
  • Metrics oriented individual that can organize support and troubleshoot for all of Cytel software platforms.
  • Report status of support tickets to the stakeholders in terms of charts/tabular reports.
  • Establish relationships with sales, BD, customer success and training team to address customer’s questions/issues and inquiries.
  • Advise the head of customer success group on staffing needs and strategies, including continuous improvements of our customer support processes.
  • Participate in the hiring and training process (onboarding of new staff).
  • Have a thorough understanding of available technology and researches to learn about innovative solutions and potential new releases.
  • Demonstrates excellence in service delivery to maintain a high level of customer satisfaction
  • Proactively works with Support Liaisons/ Customer Success Renewal team to reduce maintenance attrition and Software Delivery managers for Cloud & SaaS customers
  • Manage the onboarding of new users, install and configure new configurations and software during new software deployment.
  • Collaborates with global teams including support/sales/business development
  • Exhibits strong decision-making skills in a leadership role
  • Have a strong dedication to the company and customer service.
  • Manage the onboarding of new users, install and configure new configurations and software during new software deployment.
  • 5-7 years previous experience in technology/software industry including implementation and customer service roles
  • 2+ years’ experience in SaaS and Cloud operations with experience leading large global teams
  • Experience of working with geographically spread global teams to develop, implement and drive strategic customer success plans
  • Experience with Computers and Networks, Leadership, Management, Staffing, Written and Verbal Communication, Interpersonal Communication, Computers, Problem Solving, Decision Making, Critical Thinking, Teamwork, Attention to Detail, Working Under Pressure, Ability to Meet Goals. and organizational skills.
  • Extensive knowledge of customer requirements.
  • Support skills with demonstrated ability to effectively deal with escalatedcustomer concerns.


Cytel Inc. is an Equal Employment / Affirmative Action Employer. Applicants are considered for all positions without regard to race, color, religion, sex, national origin, age, veteran status, disability, sexual orientation, gender identity or expression, or any other characteristics protected by law.Cytel does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact Cytel’s human resources department to obtain prior written authorization before referring any candidates to Cytel. The obtaining of prior written authorization is a condition precedent to any agreement (verbal or written) between the employment business/ agency and Cytel. In the absence of such written authorization being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of Cytel. Cytel shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies.

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Posted on


Executive / senior industry position

United States