Customer Success Representative - SaaS

at  Hanson Wade Group

Hanson Wade Group is a business intelligence organisation that specialises in data intelligence and establishing communities of key opinion leaders in the Life Sciences industry. Beacon is our flagship data product that provides unrivalled clinical trial and drug insights to the biopharma community. We believe that niche, tailored product offerings that respond to the specific needs of scientific communities provide us with a clear point of differentiation versus generic data providers.
We pride ourselves on delivering the best possible experiences for our customers and ensuring that they can drive as much value as possible from the Beacon platform. Customer feedback is, therefore, at the heart of what drives our product forward – ensuring we can make investments in improving the platform with confidence and that the value will be passed on to our customers.
The Role
As our account portfolio continues to grow at unprecedented levels, our priority is on ensuring that we deliver value to our customers and tailor their experience to ensure we exceed expectations. To continue achieving this, we are looking for a Customer Success Representative to join the Customer Success team, working with departments across the Beacon team, to deliver market-leading experiences for our customers throughout their relationship with Beacon.
A Customer Success Representative at Beacon will typically be responsible for supporting customer initiatives and performing administration duties. They will be undertaking various tasks set by our Customer Success Managers as well as our Account Managers to support with retention and growth of accounts. They play a crucial role in supporting and maintaining positive relationships with our customers, responding to customer queries and ensuring our customers have a seamless journey throughout their subscription.

YOU WILL BE RESPONSIBLE FOR:

• Collaborating with the Customer Success Managers to support assigned tasks to achieve customer goals and objectives
• Account planning task support to ensure the Customer Success Managers and Account Managers are working as efficiently as possible. Tasks include:
• Gather in-platform content for outreach to clients to drive usage and activity
• Aid in tracking usage across accounts and individual users to identify at-risk accounts, prevent churn and increase retention
• Support in operational activities such as setting up new users, adding opportunity members to Salesforce, proposal support and quoting (CPQ), contracting and invoicing, demo slides building
• Work alongside our Account Managers to support in day-2-day activities to bolster activity within prioritised growth accounts
• Manage the Customer Success inbox and triage customer requests, queries and projects

The successful candidate will:

• Hold a BSc in life science subject - preferable
• Have a successful history of working in a corporate client facing role
• Be passionate about delivering exceptional customer experience
• Be highly motivated and driven to succeed in the world of business
• Be creative and proactive
• Pay attention to detail
• Have a “can do” attitude
• Eager and willing to learn

The person we have in mind will share our belief that:

• Customers provide 90% of your best ideas
• It is vital to surround yourself with the right people who inspire you
• Likewise, each of us must be a source of inspiration to our colleagues and clients
• There is opportunity everywhere