Client Success Executive

Quest Search & Selection are partnering with a leading B2B Health-Tech business who partner with some of the largest Healthcare Organisations around the globe to ensure patients, healthcare professionals and pharmaceutical professionals have access to information about medicines. The business is growing from strength to strength, with over 40 million visitors per year to their website.

The role of Client Success Executive is to ensure that clients maximise the value of their subscriptions of SaaS services. As the first point of contact for customers, you will handle queries through service desk and telephone line.

Responsibilities will include updating and maintaining CRM systems, onboarding, and training new customers, addressing customer inquiries, and providing account management support.

The role and responsibilities Client Success Executive:

• Deliver exceptional customer service while building and nurturing strong customer relationships.
• Updating and maintaining CRM systems regarding progress of customer queries and support.
• Onboarding, and training new customers, addressing customer inquiries, and providing account management support.
• Manage and monitor customer queries through the service desk, including calls and emails.
• Support the sales team by gathering and sharing account intelligence and proactively providing relevant insights.
• Identify potential opportunities or leads and hand them over to the sales team.
• Develop and maintain customer support materials to ensure accessibility and relevance.
• Provide support during internal and external audits of the Client team.
• Monitor and report on key performance indicators (KPIs).
• Contribute to the development and documentation of processes, including managing subscription renewals.

To be successful in this Client Success Executive:

• Ideally having 1 year + experience in customer service, client/customer service, call centre.
• Inbound queries experience whether on the phone, emails, chatbot etc.
• The is not a scripted role! You must have excellent verbal, written, and interpersonal communication skills.
• Ability to deliver clear and effective presentations in a professional yet personable style.
• Competent in managing challenging conversations, such as justifying price adjustments to customers.
• Proficient in Outlook and MS Office.
• Ability to demonstrate SaaS products to customers.
• Knowledge with CRM platforms (e.g. Salesforce) and customer support software (e.g.Freshdesk, Hubspot) would be a plus
• Knowledge or interest in the UK Health Tech or pharmaceutical industry is advantageous

Benefits of this Client Success Executive:

• 25 days holiday plus bank holidays
• Training & Development
• Hybrid working (2 days a week in office)
• Contributory pension
• Life Assurance
• Medical Insurance and dental plan
• Attractive discounts on gym memberships and retailers.
• Career Growth opportunities

This is an excellent opportunity to join a business with a positive impact. If this role sounds like you, please apply today quoting the reference no. JO-2412-114953

We request that candidates send their CV as a Microsoft Word document where possible.

Quest Search and Selection is acting as an Employment Agency in relation to this vacancy.