Customer Success Manager

3 weeks ago


Manchester, United Kingdom Scientist com Full time

We are seeking a driven and detail-oriented individual who will have our customer’s success in utilizing our marketplace as their number one goal.

**Responsibilities**
- Provide marketplace customer support for biopharma companies and suppliers
- Explain and educate new users on the benefits of using the marketplace
- Develop strong customer relationships with scientists, business operations, and procurement
- Troubleshoot and assist when users have questions/concerns/issues about the marketplace
- Operate our Live Chat feature to provide support in real-time
- Coordinate, manage and update communications with suppliers and customers utilizing Netsuite and Salesforce
- Ensure customer satisfaction through diligent request management
- Present summaries and updates at biweekly internal team meetings
- Acclimate with our business, language and priorities
- Be an excellent collaborator, communicator and team player to fully integrate with the company

**Requirements**:

- 2+ years experience in an account management or customer service position interacting with customers
- BA/BS degree preferred or equivalent work experience
- You care genuinely about customer support, solving problems for customers, and about the role it plays in making a customer-centric business successful
- Accuracy, dependability and ability to work in a fast-paced work environment and handle multiple problems simultaneously
- Must be fluent in spoken and written English
- Ability to train customers/suppliers using clear and concise language and instructions
- Solid writing, editing, communication and presentation skills
- Self-starter capable of working independently but also collaboratively

**Company Overview**

Named as Inc. Magazines Best Workplaces 2018 & 2019 and 9th Fastest Growing Company in the U.S. 2018, we are seeking talented, creative, and hard-working individuals who want to transform how research is done and help speed the discovery of new cures inoncology, neuroscience, cardiovascular, and thousands of other common and rare diseases.



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