Work Schedule
Standard (Mon-Fri)Environmental Conditions
OfficeJob Description
Customer Success Manager
Department: Product (SAAS)
Reports to: Head of Account Management
Location: UK - Hybrid, primarily remote with some time in our central London office
Role Objective:
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 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
- Highly approchable 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, aptitude for 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)
About Thermo Fisher Scientific
Thermo Fisher Scientific Inc. (NYSE: TMO) is the world leader in serving science, with annual revenue of approximately $40 billion. Our Mission is to enable our customers to make the world healthier, cleaner and safer. Whether our customers are accelerating life sciences research, solving complex analytical challenges, increasing productivity in their laboratories, improving patient health through diagnostics or the development and manufacture of life-changing therapies, we are here to support them. Our global team of more than 100,000 colleagues delivers an unrivaled combination of innovative technologies, purchasing convenience and pharmaceutical services through our industry-leading brands, including Thermo Scientific, Applied Biosystems, Invitrogen, Fisher Scientific, Unity Lab Services, Patheon and PPD. For more information, please visit www.thermofisher.com.
Thermo Fisher Scientific is an EEO/Affirmative Action Employer and does not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability or any other legally protected status.
#LI-AS3
