_{01st June, 2022}

An exciting opportunity has arisen for a Customer Success Manager who is ambitious and a creative team member, looking for the next step in their career with an opportunity to build and drive strategies more autonomously.  The key responsibility in this customer relationship role is to support the success of the organisation’s clients and their partners through active engagement and impeccable service. The position will see you take full ownership of developing and managing plans tailored to each client/partner to ensure optimal value from the organisation’s products and services.
 
Role Overview

• Being the clients’ and partners’ trusted contact for the business, fully understanding their needs and goals, through a combination of active communication, research, and outstanding service.
• Building and executing tailored strategies to drive customer engagement and retention efforts, in close alignment with Business Development and Marketing.
• Evaluate user statistics, marketing analytics, and any other relevant resources to customize strategies and communication.
• Design on-boarding and training plan and materials for each client/partner
• Provide consistent service throughout the year, assisting in the scoping of custom data extracts, report building, or other relevant requests. Be able to triage across the organisations team as needed.
• Proactively explore potential opportunities for additional company products and services as well as any gaps in their solution, acting as the client representative in internal product innovation and improvement discussions.
• Specifically for the company’s partners, work collaboratively to define what resources they require for successful implementation and commercial success; provide training, collateral, and any additional support, pulling in further company resources as needed.
• Help to develop processes and best practices to optimize client engagement and retention efforts.
• Monitor and report on the health of accounts and support the preparation of business review material.
• Be a key contributor to the creation of help and support materials such as training videos, user documentation, online help and FAQs.

 
 
 
 
 
Experience & Skills Required
The successful candidate will demonstrate the following:

• Successful experience supporting or interacting with pharmaceutical, biotech, healthcare, financial and/or consulting clients, ideally in a Client Success/Support, training or sales role.
• Excellent communication and presentation skills, with the ability to translate ideas into strategy and tactics
• Experience building, preparing, or hosting training/onboarding sessions
• Strong analytical and problem-solving skills
• Results and metrics-driven
• Agile with a willingness to learn and sometimes wear multiple hats in a fast-paced and growing environment
• Collaborative, adaptable and resourceful
• An aptitude for drawing insights from data
• Ideally have experience building training materials within the pharmaceutical industry,
• Experience in Market Access and Pricing is a huge benefit too

 
 
 
What’s on Offer
Along with working for a people-centric business with a great reputation, this position allows an individual to come in and really make it their own and evolve the role as both the company and yourself grow.  In addition to a great base salary of up to £60k & bonus, 25 days annual leave + bank holidays & Pension, you will have a structured training and development programme within the business that promote the ambitions of inspiring and talented individuals so that together you can make a difference to the life sciences industry.
 
 
 
Salary :-                      Up to £60k basic + bonus, 33 Days Hols, Medical Cover, Pension
Location :-                 Home Based & London
Company:-                The organisation are a market leader in analytics and innovative solutions for pharmaceutical pricing, market access and commercial strategy helping support price decision-making throughout the lifecycle and help the industry achieve day-to-day operational improvement and market access excellence.     


Diversity & Inclusion
Kingsley Consulting operate an inclusive and diverse recruitment process, whilst also ensuring our clients do the same and we can provide any advice or education to them in relation to this. If there may be any support or adjustments required at any point throughout your recruitment journey with us, then please let us know and our trained consultants will assist and advise you accordingly.

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