Digital Archiving and Data Lifecycle Management

Are you passionate about delivering exceptional customer experiences and helping organisations protect and manage their digital records? We are looking for a Customer Experience and Delivery Specialist who will play a vital role in supporting customers throughout their lifecycle, ensuring smooth onboarding, proactive engagement, high quality Tier 1 support and successful data migrations.

This is an opportunity to join a growing our organisation working at the intersection of digital preservation, life sciences data, customer success and service delivery. If you enjoy working collaboratively, building relationships, solving problems and continuously improving processes, this role offers both challenge and long term development.

About the Role

As a key member of the Customer Experience (CX) team, you will support a designated portfolio of customers and ensure they receive consistent, high quality service from day one. You will help maintain customer health insights, deliver structured customer touchpoints, provide Tier 1 support, assist with migration projects and contribute to the improvement of CX processes across the business.

You will collaborate closely with Operations, Product and Commercial teams to deliver a seamless customer journey and help the organisation scale its delivery capabilities as we grow.

Key Responsibilities

Customer Health and Engagement

• Manage a portfolio of customers requiring regular reviews and check ins
• Run structured customer touchpoints that align with CX priorities
• Support post onboarding hypercare and early lifecycle engagement
• Spot early indicators of risk or disengagement and escalate appropriately
• Capture customer feedback and route it to relevant teams
• Maintain accurate customer information and health indicators in HubSpot

Tier 1 Customer Support

• Act as the first point of contact for incoming queries
• Triage, route and track support requests
• Use support insights to identify recurring issues and customer pain points
• Contribute to consistent support processes and documentation

Migrations Support

• Support customer data migration activities, including eTMF and clinical study data
• Assist with planning, coordination and customer communication
• Help prepare migration datasets and validate outputs
• Learn and follow established migration workflows
• Help improve migration documentation and processes

Customer Health and Monitoring

• Ensure high quality customer data in HubSpot and internal systems
• Support reporting on customer health, activity and risk
• Contribute to CX process improvements, templates and workflows
• Work cross functionally to coordinate customer facing activities

Skills and Experience

Essential

• 3 to 6 years experience in a customer facing or service delivery role
  (Customer Success, Support, Delivery, Account Coordination or similar)
• Experience using CRM systems, ideally HubSpot
• Strong organisational skills with a process driven mindset
• Professional and confident communicator
• Comfortable managing multiple workstreams at once
• Able to identify issues, escalate clearly and follow structured processes

Desirable

• Experience in SaaS or regulated environments
• Understanding of life sciences, clinical research or data driven industries
• Familiarity with clinical or regulated research data
• Experience with data handling, migrations or structured datasets
• Background in onboarding or implementation support

Personal Attributes

• Proactive, reliable and detail focused
• Calm under pressure and solutions oriented
• Comfortable supporting both customers and technical teams
• Curious and motivated to learn new technical concepts over time

Development Opportunities

• Grow your involvement in customer migration projects
• Take on broader responsibility for customer health management
• Build domain expertise in digital preservation and life sciences data
• Influence and shape CX processes in a scaling SaaS organisation

Please not this role is not eligible for Visa sponsorship

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