Triumph Research Specialists

Customer Success Manager

• Build, lead and scale Triumph’s Customer Success function
• Ensure customers achieve measurable value from the SaaS platform and services
• Drive customer health, retention, expansion and satisfaction
• Embed a proactive, data-driven approach to customer engagement
• Develop strong executive-level relationships with customers
• Define and execute TRI's Customer Success strategy

Head of Customer Success

Support Engineer

• Managing user access and support cases.
• Investigating and resolving incidents with precision.
• Communicating clearly and regularly with clients.
• Ensuring SLAs are met and expectations exceeded.
• Supporting internal teams with product expertise.
• Acting as a test resource and knowledge sharer.
• Configuring client setups in production and UAT environments.
• Handling change requests and data loads with accuracy.
• Staying up to date with new features and known issues.
• Participating in training and knowledge sharing initiatives.

Product Support Analyst

Product Manager

• Lead Product Delivery
• Translate product vision and roadmap items into clear Epics, Features, and User Stories with full acceptance criteria.
• Ensure development teams fully understand the “why” behind every requirement and deliver high‑quality, meaningful product increments.
• Review completed work to ensure it meets acceptance criteria, stakeholder expectations, and regulatory standards.
• Drive Agile Excellence
• Support backlog prioritisation and ensure that all items are well‑defined, estimated, and ready for development.
• Communicate product requirements with clarity and confidence to developers, testers, and internal/external stakeholders.
• Continuously refine and update the backlog based on evolving business or customer needs.
• Champion User Experience
• Partner with UX/UI teams to review design concepts and break them down into actionable work.
• Demonstrate new features to internal teams, customers, and stakeholders to build understanding, alignment, and excitement.
• Support Cross‑Functional Collaboration
• Work closely with the Head of Development to provide timelines and effort estimates.
• Collaborate with Sales, Operations, and Customer-facing teams to ensure seamless knowledge transfer.
• Contribute to product documentation, including release notes, user manuals, process flows, and known‑issue logs.

Product Owner

Implementation Specialist

• Support RBQM Implementation Consultants during OPRA implementation including design, build, test and configuration setup.
• Partner with primary RBQM Implementation Consultant for OPRA projects.
• Collaborate with clients to understand study objectives and data requirements.
• Define Key Risk Indicators (KRIs), data visualizations, and dashboards for Central Monitoring.
• Translate study needs into structured requirements and specifications.
• Prepare test data and validate implementation through exploratory testing.
• Communicate bugs or issues with developers for resolution.
• Manage sandbox and production environments for Central Monitoring.
• Process study data loads and monitor build quality over time.