Commercial Customer Success Specialist

About the Business Division:

RotaMaster, is a subsidiary of M3 Inc., which has been providing online workforce management tools to health & care organisations since 1999. RotaMaster is at the forefront of software development, crafting high-quality applications. Our team is dedicated to pushing the boundaries of what's possible, creating solutions that enhance user experiences and drive business success.

The Commercial Customer Success Specialist is primarily responsible for building and maintaining professional relationships with clients throughout their time with RotaMaster.

As a Customer Success Specialist at RotaMaster, it’ll be your responsibility to ensure that our customers are getting everything that they possibly can from our range of staff management software. You’ll help them understand the systems and be focussed on helping our users adopt them into their everyday working lives.

You’ll do that by drawing on your wealth of knowledge on the products to support and advise on the different options customers have when using our platforms. You’ll be an internal product expert, available to help our Support and New Business Sales teams when they need a bit of product knowledge.  

What you’ll need to do;

• Build and maintain strong relationships with new and existing clients, maintaining regular contact with them to determine satisfaction with products, understanding their challenges and concerns, how we provide them value, to assist them with appropriate usage of product, and educate them on new features and how to better utilize various products and services
• Negotiate renewal contracts with clients within budgeted range
• Resolve client problems with company products, developing and enhancing professional relationships with clients, and fostering increased client immersion with the products
• Upsell additional modules and products when a need is identified, hitting monthly and quarterly sales goals.
• Promote increased usage of different facets of our products to increase the return on investment to our clients and increasing the likelihood of renewal.
• Perform monthly Health Checks on accounts, to identify potential problems and get ahead of solutions
• Maintain contracts and ensure billing is correct.
• Document communication with clients in our CRM System and collaborate with management to tackle existing and anticipated concerns.
• Exhibit professional attitude toward clients while being patient, courteous, personable, and quick thinking.

What you’ll already have;

Essential:

• A history of Customer Success/Account Management
• Excellent communication and interpersonal skills with the ability to gain the trust of clients
• Excellent judgment and discretion; ability to handle multiple priorities simultaneously, meet deadlines, and handle work-related stress is required.
• Friendly, courteous, service-oriented, professional, outgoing, and customer service oriented.
• Must be able to work independently and productively with minimum supervision.
• Identifies and resolves problems in a timely manner; gathers and analyses information skilfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
• Communicates changes and progress; completes projects on time and budget.
• Team player with a "can do" attitude that can work in a fast-paced environment.
• Ability to establish and maintain professional atmosphere for employees, clients and customers
• Possesses self-motivation and assertiveness to achieve goals and be successful
• Excellent planning and organisational skills – with a clear appreciation of the importance of CRM

Desirable:

• Knowledge of Monday.com and HubSpot
• An understanding of the NHS and UK healthcare structures
• A history in Workforce/Staff Management

Working Requirements:

• Monday – Friday, flexible hours (37.5 hours per week)
• Flexible working arrangements depending on location
• Some national travel will be required occasionally
• 25 days annual leave plus substantial benefits package (including quarterly bonus)

About M3 EU:

M3 EU is at the forefront of healthcare innovation, offering digital solutions across healthcare, life sciences, pharmaceuticals, and more. Since our inception in 2000, we’ve seen remarkable growth, fuelled by our mission to utilize the internet for a healthier world and more efficient healthcare systems.

Our success is anchored in our trusted digital platforms that engage physician communities globally, facilitating impactful medical education, precise job placement, and insightful market research. M3 EU prides itself on a dynamic and innovative work environment where every team member contributes to global health advancements.

Joining M3 EU means being part of a dedicated team striving to make a significant difference in healthcare. We provide a unique opportunity for you to be at the cutting edge of healthcare innovation, shaping the future in a meaningful career. Embrace the chance to drive change with M3 EU.

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