DDi, A Global Smart Technology Products & InnovativeSolutions Provider with Enterprise-class Infrastructure and Services. We arecertified ISO 9001:2015, ISO/IEC 12207 and ISO ICE 20000.

Manager, Customer success & Service Management

We are looking for a lead in Customer Success who has apassion for building relationships and ensuring customer satisfaction.

Customer Success:

You will play a pivotal role in helping our clientsachieve full integration and implementation of our products to their dailybusiness practices. Day-to-day, you will be responsible for effective andconsistent communication, and supporting many of our key customers. In thatcapacity, you will also:

• Act as the point of contact for our users by Buildingand maintaining strong client relationships.

• Communicating effectively with both internal andexternal teams to ensure superb customer satisfaction.

• Ensuring that requests are addressed in a timely andeffective manner.

• Initiating enhancements to our products by continuouslyseeking out relevant customer feedback.

• Provide outstanding pre and post sales support ondemonstrations and implementations.

Utilize internal resources to ensure projects arecompleted on time or ahead of schedule.

Service Management:

• Lead the service desk team as well while workingtowards implementing best practice across the Service Desk.

• Reporting on service levels, customer satisfaction andrecommending changes through a process of continual improvement

• Liaise extensively with all business areas,stakeholders,3rd party suppliers & all members of the IS team at variouslevels.

• Ensure the consistent design of appropriate services,service management information systems, architectures, technology, processes,information and metrics to meet current and evolving business needs andrequirements.

• Plan and co-ordinate all design activities followingITIL best practice.

• Plan resources and work schedules to ensure ServiceDesk is covered during working hours

DDi | A MakroGroup Company | www.DDIsmart.com

A Global Smart Technology Products & InnovativeSolutions Provider with Enterprise-class Infrastructure and Services. We arecertified ISO 9001:2015, ISO/IEC 12207 and ISO ICE 20000.

DDi Awarded as:

• The 10 Most Trusted Risk and Compliance Solution Providers- Insights Success

• TOP 25 Governance, Risk & Compliance (GRC) - CIO

• Innovation & Excellence Award for Excellence -Corporate LiveWire

• 50 Fastest Growing Global Private companies

• Top 10 Clinical Data Management Solution Provider -Pharma Tech Outlook

• Best Technological Development in Clinical Trials -SCRIP

• CR 20 Most Promising Medical Technology Companies

DDi Products:

• mEDC - Web based electronic data capture system.

• mCODER - Web based auto coding system .

• mPORTAL - Drug development activities Integrate,Collaborate & Innovate

• mIRT - Global Clinical Supplies Management Solutions

• REWOD - Prospective data collection

• VISU - Regulatory Information & SubmissionManagement software

• LABELai - Next Generation Labeling Automation Platform

• TULA - AI driven Performance, Risk Management &Quality Compliance

• REGai - Regulatory Automation

• Vistaar - Automating Clinical & RegulatoryCompliance

• YANA - Robotic Process Automation, AI, ML, andDigitization

• safeXchange - Automation Solution for Data &Medical Writing

About Makro Group | www.MakroGrp.com

Makro Group of Organizations established in 1996, Makroprovides a complete range of solutions for every stage of business andinformation lifecycle.

• MakroCare, DDi, MakroTech and MakroScientific areMakroGroup Companies

• Makro is Certified ISO 9001, ISO 27001 (ISMS), ISO20000 (ITSM), ISO 14155

• MakroCare Awarded by Global Health & Pharma, UKEnterprises, Insights Success, Acquisition International, Clinical Informatics,US Institute for Excellence in Commerce, US Commerce Association, Scrip Awards& MerchantCircle

• MakroTech is Awarded 3-time FAST 500 (Deloitte), 3-timeINC 5000 company & TOP 100 diversity business in NJ

• MakroFoundation is a Suicide Prevention Helpdesk, partof Makro CSR Initiative, has counseled over 3000 people