Customer Success Manager

Position Overview

• Location Type: Hybrid (Primarily remote with some time in central London office)
• Job Type: Full-time
• Work Schedule: Standard (Mon-Fri)
• Environmental Conditions: Office
• Department: Product (SAAS)
• Reports to: Head of Account Management

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 a Customer Success Manager for our Vantage platform. This role requires a highly motivated, confident, and inquisitive individual with a track record of supporting accounts in Pharma/Medical Devices/MedTech companies. Working collaboratively with the 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.

Requirements

• Minimum of 2 years of B2B experience in a customer success/client relationship role, ideally within the healthcare or pharma industry.
• Experience working with, analysing, and interpreting NHS datasets such as the Hospital Episode Statistics (HES) data.
• Experience of training users on a SaaS product.
• Experience in managing a helpdesk.
• Experience or interest in the healthcare and/or pharmaceutical sector.
• Track record of delivering upgrades and increasing account value and/or retention rates.
• Degree or equivalent ideally in Life Sciences or similar.
• ABPI Code of Practice knowledge and exam (ideal but not essential).
• Excellent verbal and formal communication skills.
• Critical reasoning skills.
• Ability to sell & negotiate effectively.
• Customer-orientated.
• Good IT skills are essential.

Responsibilities

• Ensure all Vantage clients receive core training in accordance with contractual agreements.
• Design, develop, and implement a Vantage training programme to enhance client skills in using the platform.
• Manage the Vantage support desk, adhering to SOPs.
• Provide regular updates to clients on the progress of Vantage and its development roadmap.
• Develop open and effective channels of communication with each client.
• Become a reliable point of contact for key users to establish strong business relationships.
• Listen to and understand client needs and address client concerns.
• Provide market feedback to the Product Team regarding competitive offerings and client needs or positive testimonials.
• Support Account Leaders with the renewals process and account strategies/tactics.
• Play an active role in securing upgrade opportunities (additional users, modules, sites).
• Account manage at least 2 clients yourself, including the renewal process.
• Continually develop your own knowledge and skills in line with Vantage product and service lines, including all datasets offered.
• Maintain a knowledgeable understanding of developments affecting the healthcare and/or pharmaceutical industry.
• Complete all daily, weekly, monthly administration in a timely manner as required.

Personal Skills and Qualities

• Highly approachable manner with the ability to build rapport and relationships with clients quickly and act as the face of the company.
• High level of drive and resilience, with an ambitious, results-driven, and self-motivated personality.
• Planning and organisational skills, proactive nature.
• Great listening skills, inquisitive with a desire to learn.
• Product and data enthusiast, aptitude for understanding data-based solutions.
• Excellent communication and exceptional interpersonal skills.
• Adaptable to a fast-paced, high-volume, and high-velocity sales organisation.

About Thermo Fisher Scientific

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.