• Build strong relationships with users, understanding their needs and objectives. • Provide proactive support and guidance to users, ensuring they derive maximum value from our products and services. • Conduct regular check-ins with users to assess their satisfaction levels and identify areas for improvement. • Collaborate with cross-functional teams to resolve user issues and ensure timely and effective solutions. • Identify upsell and cross-sell opportunities within the user base. • Maintain accurate user records and update relevant information in the CRM system. • Stay up to date with industry trends and best practices to effectively advise users on optimizing their success.

We are seeking a motivated and detail-oriented Data Center Customer Operations Administrator to join our dynamic team. In this role, you will be responsible for supporting the Director of GAM + Business Operations and ensuring excellent service delivery to our customers. You will act as a liaison between our technical teams and customers, managing inquiries, resolving issues, and ensuring that our customers receive the highest level of support. The role is remote however occasional in office meetings may occur in the Dallas area. For collaboration a strong prefrence is the individual is based in the Dallas area. Responsibilities:  - Customer Support: Serve as the primary point of contact for customers, addressing inquiries and resolving issues promptly and professionally. - Onboarding and Training: Facilitate the onboarding process for new customers by providing training, creating and delivering resources, and ensuring a smooth transition from the construction phase to full operational setup and integration. - Monthly/Quarterly Service Reporting: Review comprehensive reports on service performance, leveraging data from other teams to showcase Stream’s operational excellence. - Customer Communications & Newsletter Management: Own and manage the customer newsletter, including content planning, coordination with internal stakeholders, drafting, editing, and distribution to ensure timely, accurate, and value-driven communications for customers. - Documentation: Maintain accurate records of customer interactions by attending customer and operations meetings, capturing customer feedback, operational updates, and any follow-up requirements, ensuring all relevant information is logged for future reference and compliance/ESG requirements. - Overall Support: Take on ad-hoc projects as assigned, ensuring timely and efficient completion while meeting the Director of Global Account Management + Business Operations strategic objectives. - Management Software: Act as the liaison for maintaining Wrike, or equivalent platform, across the entire GAM team, closely monitoring deliverables, tracking progress, and ensuring timely completion of tasks and projects. - Inter-Departmental Collaboration: Work closely with cross-functional teams, including technical support, sales, security, and facility management, to enhance the customer experience. - Continuous Process Improvement: Vigilantly monitor and refine operational methodologies to maintain agility and efficacy in a constantly evolving landscape. - Stakeholder Feedback: Foster clear and consistent communication channels with all stakeholders, both internal and external, fostering alignment and consensus on operational matters. - Industry Engagement: Remain abreast of the latest industry developments and trends to ensure that Stream’s offerings remain well positioned to serve your client.

We are at an exciting stage in our growth as a regulated digital health company, with increasing traction in the clinical trials and life sciences space.  As we scale our customer base, ensuring that clinical site staff and end-users can confidently adopt and use our platform is critical to delivering strong outcomes for sponsors, sites, and patients.    This is a fixed term position (maternity cover) to start in May 2026 and last 12 months until May 2027.    The Role  As a Customer Success Manager, you will ensure successful adoption of the Trial Flow and Little Journey platforms across sites. You’ll deliver high-quality live and recorded training, enabling site staff and end-users to confidently use the platform.  Following implementation, you will take ownership of ongoing customer success activities, maintaining strong engagement with site staff and proactively identifying opportunities to improve adoption and user experience.  You’ll work closely with Delivery, Commercial, and Product teams, acting as a voice of the customer to ensure feedback is captured and translated into meaningful improvements.  The role will report to our Delivery Lead and will be part of the broader Ops team. This is a full-time role, either hybrid (Leeds) or fully remote in the UK. Travel may be required from time to time. We cannot sponsor visas to work in the UK.  Key Responsibilities  Onboarding & Enablement  - Develop and evolve site onboard materials and processes, including delivering engaging live and recorded training sessions for clinical trial site staff and end users.  - Provide product demonstrations and walkthroughs tailored to different user roles.  - Develop and maintain scalable training materials and recorded resources to support consistent onboarding.  - Ensure site staff feel confident using the platform following training.  Customer Success, Customer Support & Product Expertise  - Take ownership of customer success activities following implementation, ensuring successful adoption at clinical sites.  - Maintain regular engagement with site staff to gather feedback and address queries.  - Identify opportunities to improve site engagement and product usage.  - Act as a subject matter expert on our platforms, clearly explaining features and workflows.  - Provide support for site staff and partner queries, including basic troubleshooting.  - Document and escalate bugs, usability issues, and customer feedback to internal teams.  Internal Collaboration  - Act as the voice of the customer, sharing insights with Product, Delivery, and Commercial teams.  - Support Delivery Managers with training materials and implementation activities where required.  - Collaborate cross-functionally to improve customer experience and product adoption.  Renewal Enablement (Healthcare / Community Product) (less than 20% of time)  - Enable off the shelf renewals of our healthcare / community product.  - Collaborate with our finance and operations teams to manage renewal invoices or changes to terms or contracts.  - Provide limited operational support in cases of product issues or defects, escalating internally as required.

• Own the customer onboarding journey, ensuring clear success criteria, timelines, and risk mitigation checkpoints. • Drive adoption and operationalization by orchestrating integrations, delivering enablement sessions, and accelerating time-to-first-value. • Lead customer programs strategically, including adoption cadences, executive reporting, risk registers, and milestone-based planning. • Translate technical features into measurable business value, identify whitespace opportunities, and maximize platform adoption. • Serve as a trusted voice of the customer to Product and Engineering teams, influencing roadmap and service improvements. • Lead QBRs and EBRs, maintaining strong executive relationships and ensuring customer satisfaction. • Facilitate kickoff sessions and enforce program management rigor across all accounts. • Embed Apiiro into day-to-day workflows for engineering, DevOps, and security teams. • Build value-driven use cases demonstrating risk reduction, compliance readiness, and developer velocity. • Tune signal-to-noise ratio to maintain trust, including false positives, suppression, and deduplication. • Orchestrate escalations across cross-functional teams in war rooms with minimal disruption. • Maintain internal and customer-facing reusable assets.