Work ScheduleStandard (Mon-Fri)Environmental ConditionsOfficeJob Description At Thermo Fisher Scientific, you'll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life - enabling our customers to make the world healthier, cleaner and safer. We provide our teams with the resources needed to achieve individual career goals while taking science a step beyond through research, development and delivery of life-changing therapies. We are currently looking to hire: Customer Success ManagerDepartment: Product (SAAS)Reports to: Head of Account ManagementLocation: UK - Hybrid, primarily remote with some time in our central London officeRole Objective:H ighly motivated, confident, and naturally inquisitive CSM for our Vantage platform. Track record of supporting accounts in Pharma/Medical Devices/MedTech companies. W orking 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 SOPsProvide regular updates to clients on the progress of Vantage and its development roadmapDevelop open and effective channels of communication with each clientBecome a reliable point of contact for key users that is required to establish a strong business relationshipListening to and understand client needs and addessing client concernsProvide market feedback to the Product Team regarding competitive offerings and client needs or positive testimonialsSupport Account Leaders with the renewals process and account strategies/tacticsPlay an active role in securing upgrade opportunities (additional users, modules, sites)Account Manage at least 2 clients yourself, including the renewal processContinually 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 requiredMaintain 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 industryExperience working with, analysing and interpreting NHS datasets such as the Hospital Episode Statistics (HES) data.Experience of training users on a SaaS productExperience in managing a helpdeskExperience or interest in the healthcare and/or pharmaceutical sectorTrack record of delivering upgrades and increasing account value and/or retention rates Personal skills and qualities: Highly approchable manner with the ability to build rapport and relationships with clients quickly and act as the face of the companyA high level of drive and resilience, with an ambitious, results-driven, and self-motivated personalityPlanning and organisational skills, proactive natureGreat listening skills, inquisitive with a desire to learnProduct and data enthusiast, aptitude for understanding data-based solutionsExcellent communication and exceptional interpersonal skillsAdaptable to a fast-paced high volume and high velocity sales organisationGood IT skills are essentialEducationDegree or equivalent ideally in Life Sciences or similarABPI Code of Practice knowledge and exam (ideal but not essential)About Thermo Fisher ScientificThermo 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 orthedevelopment andmanufacture of life-changing therapies, we are here to support them. Our global teamofmore than 100,000colleaguesdelivers 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 .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.