Customer Success / Service Manager

Ready to make a real impact? Join us at the forefront of cutting-edge clinical trials, where your skills will help transform patient lives.

About Protas

Protas is an independent not-for-profit organisation driving change in clinical trials for common and life-threatening diseases. Through smarter trial design and delivery, data and technology, and policy, our expert team is improving the quality, efficiency and impact of clinical trials. Find out more about us at protas.co.uk.

About the Role

You’ll be responsible for managing the configuration and deployment of Cantata, our clinical trials platform, for specific trials, and overseeing the ongoing operation and support of configured instances.

You’ll lead the team responsible for preparing Cantata for customer use, working with the Product Owner and Business Analysts to gather and validate customer-specific configuration needs.

You will also manage customers’ service delivery and service management expectations, identifying and raising recurring product issues and potential solutions as well as product improvement feedback to the product team and ensuring robust change management processes with appropriate communications to customers and stakeholders.

About You

You are experienced in supporting complex Salesforce deployments with broad technology competence and delivery experience in a highly regulated environment, such as Healthcare or Pharma.

Additionally you have considerable experience working with third-party and geographically distributed development teams, and knowledge of Salesforce platform components such as Sales Cloud, Service Cloud, Health Cloud, Experience Cloud, Apex, and Lightning as well as knowledge of Mulesoft, Heroku and CRM Analytics.

Ideally you’ll hold salesforce certifications, and have experience working as a Customer Delivery and Project Manager and/or in a customer success role.

Additional Information

Protas is committed to being a diverse and inclusive organisation. We strongly encourage applications from people from all backgrounds. For disabled applicants, please contact us to let us know of any adjustments we can make to support you during the recruitment process.

We are currently a primarily remote working organisation however there are expectations for travel for attendance at meetings, the frequency of which vary by role and team. We welcome applications from locations across the UK (applicants must have the right to work in the UK).

We are open to discussions on flexible working arrangements.

Salary: £71,250 per annum.

Please note this role closes on 26 June 2025, though early applications are encouraged as we reserve the right to close the advertisement and interview earlier than stated.

Job Description