Customer Success Manager

Unilabs, a leading provider of diagnostic services, is seeking a highly motivated and experienced Customer Success Manager to join our team. They will be responsible for overseeing the relationship of Unilabs Key Accounts and are responsible for growing and maintaining long-term customers by understanding their requirements, supporting them as first point of contact and acting as the customer advocate within Unilabs. They need to build strong relationships with key accounts and need to be able to identify needs and requirements to promote Unilabs solutions and ensure customer satisfaction.

Responsabilites

1. Develop trusted relationships with key Unilabs customers

• Day to day management of key Unilabs customers;

• Visit customer sites regularly;

• Work closely with the laboratory managers, customer services and Unilabs management to ensure timely action to customer questions and escalations.

2. Enhance Customer Success

• In consultation with Unilabs colleagues, provide accurate and timely responses to customer enquiries regarding the status of submitted cases;
• Build good working relationships with key customers personnel;
• Identify and assess customer’s needs to achieve customer satisfaction;
• Undertake customer satisfaction survey monthly with customers and where appropriate create and manage improvement plans in conjunction with Operations and Commercial teams;
• Carry out quarterly service review meetings with customer;
• Provide monthly feedback report to Country Leadership Team on customer satisfaction.

3.General Administration

• Establish and maintain excellent communication channels with customers, internal staff and pathologists;
• Gather customer feedback and communicate this to the relevant teams (ensuring always that the CRM is up to date).

Requirements

• Minimum of 3 years of Key Account Experience (preferably in the healthcare or medical industry);
• Excellent communication skills, both written and verbal;
• Strong problem-solving skills and the ability to handle difficult or challenging customers;
• Ability to work effectively in a fast-paced and dynamic environment;
• Proficient computer skills and familiarity with customer service software and databases;
• Ability to multitask and prioritize tasks to meet customer needs;
• Positive attitude and willingness to go the extra mile to ensure customer satisfaction;
• Ability to work well in a team and collaborate with colleagues from different departments.

Benefits

Why Join Unilabs: At Unilabs, you'll have the opportunity to make a significant impact in the healthcare industry while working with a diverse and talented team. We offer competitive compensation, a fixed-term contract, comprehensive benefits, and a supportive work environment that fosters growth and development.