Customer Success Manager Role Description:
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* Cultivate strong client relationships to encourage commitment to their subscription product and maintain existing business.
* Provide core training in accordance with contractual agreements and design a Vantage training programme to enhance clients' skills.
* Manage the Vantage support desk, adhere to SOPs, and provide regular updates on the platform's progress and development roadmap.
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Responsibilities:
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1. Ensure all Vantage clients receive core training as per contractual agreements.
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2. Develop a comprehensive training program to improve clients' proficiency in utilizing the platform.
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3. Oversee the Vantage support desk, following established Standard Operating Procedures (SOPs).
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4. Furnish periodic updates to clients on the platform's advancements and development trajectory.
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Key Skills and Qualifications:
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* Minimum 2 years of B2B experience in customer success or client relationship roles, preferably within the healthcare or pharmaceutical industry.
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* Experience working with, analyzing, and interpreting NHS datasets such as Hospital Episode Statistics (HES) data.
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* Background in training users on SaaS products and managing helpdesk operations.
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* Interest in the healthcare and/or pharmaceutical sector and a track record of delivering upgrades and increasing account value/retention rates.
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* A highly approachable manner, excellent communication and interpersonal skills, and adaptability to fast-paced sales environments.
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* Degree or equivalent in Life Sciences or similar fields and ABPI Code of Practice knowledge/exam (ideal but not essential).
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About the Position:
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This role requires a highly motivated individual with exceptional relationship-building skills and experience in customer success/client relationship management. The successful candidate will be responsible for developing strong partnerships with clients, providing tailored training programs, and driving business growth through effective communication and negotiation.
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The ideal candidate should possess excellent analytical and problem-solving skills, with the ability to work independently and as part of a team. Strong organizational and time-management skills are also essential, along with a keen interest in the healthcare and pharmaceutical sectors.
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If you are a results-driven professional seeking a challenging role that offers opportunities for growth and development, this position may be suitable for you.
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Work Environment:
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This is a hybrid role, primarily remote with occasional visits to our central London office. The ideal candidate should be comfortable working in a fast-paced environment and have excellent communication skills.
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We Offer:
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Competitive compensation package, opportunities for career advancement, and a collaborative work environment.