Customer Success Executive WHO WE ARE Datapharm is a fast-growing technology company and SaaS provider in the healthcare space. Our medicines information database, emc (electronic medicines compendium) is the UK’s most comprehensive, trusted, and accessible source of information on medicines. We provide innovative solutions to support the Life Sciences and wider Healthcare sectors, serving more than 350 Pharma customers in the UK. THE JOB ROLE We are looking for a Customer Success Executive to join our friendly, ambitious, growing team to ensure all clients are getting the most out of their subscriptions to our SaaS services. The successful candidate will act as the first point of contact for our customers by supporting queries through our service desk and telephone line. They will be responsible for updating and maintaining of the CRM systems (Freshdesk and Hubspot). You will also be responsible for the on-boarding and training of new customers, facilitating customer enquiries and some account management, working closely with the wider Commercial Team (Sales & Marketing). Please note this is a hybrid role and you will be required to visit our office in Leatherhead two days a week. WHAT YOU’LL DO These responsibilities include some of the following: Provide excellent customer service, building and maintaining customer relationships. Actioning and monitoring service desk customer queries (calls and email) Operating in a team environment. Supporting the sales team in developing account intelligence and pro-actively sharing information. Identify opportunities/leads that can be passed over to the sales team. Accurate assistance of reporting on sales efforts including sales pipeline activity and new prospects. On-boarding of new customers including training customers on new services. Create and maintain customer support materials. Ensure the smooth daily operations of the business. Assist in internal and external audits of the Client team. Work collaboratively with the sales and marketing team to continuously improve efficiency of services and maintain customer relationships. Monitoring and reporting of KPI’s. Assist in developing and documenting processes and processing subscription renewals. ABOUT YOU We are looking for professionals with these required skills to achieve our goals: Communication skills: excellent verbal, written and interpersonal communication skills. Presentation skills: able to convey a point in a clear and effective way while delivering in a professional yet warm and personable style. Teamwork: able to work effectively with others in a group and participate in new ideas generation. Results orientation: you are a person who likes to complete a project on time and done well. Problem solver: you can demonstrate that you can think your way out of a problem/challenge using your own initiative. Negotiation skills: able to handle challenging conversations to justify customer price increases. Multi-tasking: manage and prioritise different tasks in line with SLA’s and deadlines. At least 1 year’s customer service experience. Excellent written and verbal communication. Educated to degree level or equivalent. Strong client facing and presenting skills. Ability to demonstrate SaaS products to customers. Proficient in Outlook and MS Office. Any experience with the following will be beneficial: CRM e.g Salesforce and/or customer support software e.g. Freshdesk, Hubspot, Salesforce. Upselling and negotiation experience. Experience working in regulated markets desirable. Knowledge of the UK Pharma industry. WHAT’S IN IT FOR YOU? 25 days holiday per annum plus bank holidays. Life insurance. Private medical and dental plan. Pension contribution of 10% (after 12 months) Ongoing training in software, including accreditations. Discounts on gym memberships and discounts with retailers. A fun, supportive and inclusive culture – the opportunity to work with, and learn from, some great people. Don’t meet every single requirement? At Datapharm we are dedicated to building a diverse, inclusive, and authentic workplace, so if you are excited about this role but your experience does not align perfectly with every qualification in the job description, we still encourage you to apply. You may just be the right candidate for this role or another within the company. ABOUT DATAPHARM Datapharm is the leading medicines information provider in the UK. Our medicines information database, emc (electronic medicines compendium) is the UK’s most comprehensive, trusted and accessible source of information on medicines. emc is used by the NHS daily, lists more than 10,000 medicines and attracts a growing audience of over 85 million visitors per year. We partner with a wide range of professional and voluntary health organisations to improve health literacy and decision making about medicines for patients, carers, healthcare professionals and the pharmaceutical industry. Our Mission As a commercial entity, we devote ourselves to improving the accessibility, effectiveness and excellence of healthcare product information. Our Values We Care for colleagues and customers by acting with integrity, responsibility, and mutual respect. We Collaborate to ensure a shared commitment to goals which are based on customer impact and success. We have the Courage to create positive change, be open to new challenges and learn new skills.