Customer Success Specialist

M3USA; Leeds; Hybrid; GBP 30,000 - 40,000; Full time

Job summary

A leading digital healthcare solutions provider in the UK seeks a Commercial Customer Success Specialist. In this role, you will be responsible for managing client relationships, ensuring they maximize the benefits of our staff management software, and educating users on features. The ideal candidate has experience in customer success, excellent communication skills, and the ability to handle multiple priorities. This position offers flexible hours and a strong benefits package, including 25 days of annual leave and bonuses.

Benefits

25 days annual leave

Quarterly bonus

Flexible working arrangements

Qualifications

• Experience in Customer Success or Account Management.
• Excellent communication and interpersonal skills.
• Ability to handle multiple priorities simultaneously.

Responsibilities

• Build and maintain relationships with clients.
• Negotiate renewal contracts with clients.
• Resolve client problems with company products.

Skills

Customer Success

Communication skills

Problem-solving

Interpersonal skills

Time management

Tools

HubSpot

Job description

The Commercial Customer Success Specialist is primarily responsible for building and maintaining professional relationships with clients throughout their time with RotaMaster.

As a Customer Success Specialist at RotaMaster it will be your responsibility to ensure that our customers are getting everything that they possibly can from our range of staff management software. You'll help them understand the systems and be focussed on helping our users adopt them into their everyday working lives.

You’ll do that by drawing on your wealth of knowledge on the products to support and advise on the different options customers have when using our platforms. You’ll be an internal product expert available to help our Support and New Business Sales teams when they need a bit of product knowledge.

What You'll Need to Do

• Build and maintain strong relationships with new and existing clients maintaining regular contact with them to determine satisfaction with products understanding their challenges and concerns how we provide them value to assist them with appropriate usage of product and educate them on new features and how to better utilize various products and services
• Negotiate renewal contracts with clients within budgeted range
• Resolve client problems with company products developing and enhancing professional relationships with clients and fostering increased client immersion with the products
• Upsell additional modules and products when a need is identified hitting monthly and quarterly sales goals.
• Promote increased usage of different facets of our products to increase the return on investment to our clients and increasing the likelihood of renewal.
• Perform monthly Health Checks on accounts to identify potential problems and get ahead of solutions
• Maintain contracts and ensure billing is correct.
• Document communication with clients in our CRM System and collaborate with management to tackle existing and anticipated concerns.
• Exhibit professional attitude toward clients while being patient courteous personable and quick thinking.

Essential Qualifications

• A history of Customer Success / Account Management
• Excellent communication and interpersonal skills with the ability to gain the trust of clients
• Excellent judgment and discretion; ability to handle multiple priorities simultaneously meet deadlines and handle work-related stress is required.
• Friendly courteous service-oriented professional outgoing and customer service oriented.
• Must be able to work independently and productively with minimum supervision.
• Identifies and resolves problems in a timely manner; gathers and analyses information skilfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Communicates changes and progress; completes projects on time and budget.
• Team player with a can do attitude that can work in a fast-paced environment.
• Ability to establish and maintain professional atmosphere for employees clients and customers
• Possesses self-motivation and assertiveness to achieve goals and be successful
• Excellent planning and organisational skills with a clear appreciation of the importance of CRM

Desirable Qualifications

• Knowledge of and HubSpot
• An understanding of the NHS and UK healthcare structures
• A history in Workforce / Staff Management

Working Requirements

• Monday Friday flexible hours (37.5 hours per week)
• Flexible working arrangements depending on location
• Some national travel will be required occasionally
• 25 days annual leave plus substantial benefits package (including quarterly bonus)

Additional Information

About M3 EU

M3 EU is at the forefront of healthcare innovation offering digital solutions across healthcare life sciences pharmaceuticals and more. Since our inception in 2000 we’ve seen remarkable growth fuelled by our mission to utilize the internet for a healthier world and more efficient healthcare systems.

Our success is anchored in our trusted digital platforms that engage physician communities globally facilitating impactful medical education precise job placement and insightful market research. M3 EU prides itself on a dynamic and innovative work environment where every team member contributes to global health advancements.

Joining M3 EU means being part of a dedicated team striving to be part of a culture of best practice and innovation. We provide a unique opportunity for you to be at the cutting edge of healthcare innovation shaping the future of health outcomes. Embrace the chance to create a meaningfully contribute to the future of global health with a reputable company.