Customer Experience Manager
Location: Oslo, Norway, or remote (locations where the time zone is no more than ± 3 hrs from UTC).
Duration: applications welcomed for 3 to 5 days per week, initially 12 months fixed term, with option to extend dependent on funding. Please specify in your application how many days per week you would prefer to work.
About us
The MAGIC Evidence Ecosystem Foundation is a not-for-profit organization based in Oslo, Norway. Our mission is to improve patient care globally by enabling the creation, dissemination and implementation of trustworthy guidance. At the core of achieving this mission is our highly advanced MAGIC authoring and publication platform (MAGICapp). MAGIC provides a nurturing, inclusive working environment where all employees are supported and valued.
MAGIC is funded by a combination of licencing income from MAGICapp, consultancy work and research grant income, including multiple European Union research projects.
What you would be doing at MAGIC
As our Customer Experience Manager, you will play a leading role in ensuring that our customers have the best possible experience of interacting with MAGIC. This starts from the first enquiries about using MAGICapp and carries on through their subsequent journey using the product. We want to help everyone get the most out of MAGICapp and feel well supported by us and you will play a key role in helping MAGIC to achieve this.
Key responsibilities
Customer support and account management
- Build and maintain positive relationships with our customers, especially high-priority customers.
- Actively seek feedback from customers to inform how we improve our product and services.
- Provide user support to MAGICapp customers, ensuring efficient and effective resolution of customer issues, using a support desk ticket management software and live support via Microsoft Teams as needed.
- Provide advanced technical support for complex issues escalating issues to the relevant team members when needed.
Development and maintenance of education resources
- Lead or contribute to the development and updating of help articles, videos, and other knowledge products, involving internal and external stakeholders as needed.
- Provide presentations, live trainings, and workshops, in person and online.
- Lead on customer communications, including regular newsletters and release notes.
- Training colleagues in the use of MAGICapp to ensure they have thorough product knowledge and can provide accurate and helpful information to customers.
Customer acquisition and onboarding
- Work closely with MAGIC colleagues to support sales processes.
- Ensure education and support documentation is supporting the customer acquisition and onboarding strategy.
- Ensure new customers are effectively onboarded to MAGICapp.
- Maintain accurate records of all interactions with customers in our CRM.
- Support renewals processes with customers to ensure a smooth customer relationship.
Product management support
- Act as a bridge between support and product development, providing a user perspective and ensuring customer issues are clearly documented for consideration in our roadmap.
- Analyze support tickets and customer feedback to identify patterns and trends.
- Create tickets about bugs and feature requests.
- Contribute to prioritization discussions regarding software development and communicate this effectively to MAGICapp users.
- Test bug fixes and new releases of MAGICapp.
Consultancy work
- Act as a MAGIC Consultant on customer projects, e.g. undertaking migration of content or other bespoke tasks to support customers.
About you
You will have knowledge and understanding of:
- Evidence-based healthcare.
- How health guidelines are produced and the GRADE methods used.
- Effective account management.
- MAGICapp (highly desirable). If you do not already know MAGICapp, you need to be able to reach an advanced level of understanding very quickly, as that is essential to undertaking this role.
You will have skills in the following areas:
- Providing professional and courteous customer support.
- Managing difficult conversations constructively.
- Presenting, teaching and developing educational materials.
- Learning new software quickly and to a deep level.
- Testing software functionality (desirable).
You will also be a great team player with interpersonal and other skills including:
- Ability to manage competing priorities and manage time effectively.
- Knowing when to seek help from others.
- Strong IT proficiency including MS Word, Excel, PowerPoint, and SharePoint.
- Highly trustworthy and capable of handling sensitive and confidential information.
- A sociable, flexible and happy attitude!
Most importantly, you need to be motivated by the MAGIC mission to improve patient care globally.
Application process
Please send us a CV and cover letter to chris@magicevidence.org. We will review applications as they are received and will close the process when sufficient high-quality applications have been received.
In your cover letter, please specify how many days per week you are available to work in addition to describing how you meet the person specification above.
