Customer Success Manager

Work Schedule

Environmental Conditions

Job Description

Highly motivated, confident, and naturally inquisitive CSM for our Vantage platform. Track record of supporting accounts in Pharma/Medical Devices/MedTech companies. Working collaboratively with Head of Account Management, Account Leaders and the Product team, you will utilise established account management and customer success techniques to cultivate strong client relationships, encourage commitment to their subscription product and maintain and grow existing business.

Responsibilities Include:

• Ensure that all Vantage clients are provided with core training in accordance with contractual agreements.
• Design, develop, and implement a Vantage training programme to enhance the skills of clients in using the platform.
• Manage the Vantage support desk, adhering to SOPs
• Provide regular updates to clients on the progress of Vantage and its development roadmap
• Develop open and effective channels of communication with each client
• Become a reliable point of contact for key users that is required to establish a strong business relationship
• Listening to and understand client needs and addessing client concerns
• Provide market feedback to the Product Team regarding competitive offerings and client needs or positive testimonials
• Support Account Leaders with the renewals process and account strategies/tactics
• Play an active role in securing upgrade opportunities (additional users, modules, sites)
• Account Manage at least 2 clients yourself, including the renewal process
• Continually develop your own knowledge and skills in line with Vantage product and service lines, including all datasets offered, as well as maintaining a knowledgeable understanding of developments affecting the healthcare and/or pharmaceutical industry.
• Complete all daily, weekly, monthly administration in a timely manner as required
• Maintain excellent verbal and formal communication skills, critical reasoning skills and the ability to sell & negotiate effectively. Be customer-orientated.

Experience:

• Minimum of 2 years of B2B experience in a customer success/client relationship role, ideally within the healthcare or pharma industry
• Experience with SAS platform, NHS and data analytics
• Experience working with, analysing and interpreting NHS datasets such as the Hospital Episode Statistics (HES) data.
• Experience of training users on a SaaS product
• Experience in managing a helpdesk
• Experience or interest in the healthcare and/or pharmaceutical sector
• Track record of delivering upgrades and increasing account value and/or retention rates

Personal skills and qualities:

• Highly approachable manner with the ability to build rapport and relationships with clients quickly and act as the face of the company
• A high level of drive and resilience, with an ambitious, results-driven, and self-motivated personality
• Planning and organisational skills, proactive nature
• Great listening skills, inquisitive with a desire to learn
• Product and data enthusiast, interest in understanding data-based solutions
• Excellent communication and exceptional interpersonal skills
• Adaptable to a fast-paced high volume and high velocity sales organisation
• Good IT skills are essential

Education

• Degree or equivalent ideally in Life Sciences or similar
• ABPI Code of Practice knowledge and exam (ideal but not essential)