Customer Success Executive

Client Success Executive

A specialist online bioscience publisher based in London. We focus on the cutting edge of biomedical R&D, including cell and gene therapy, immuno-oncology and vaccines, and are passionate about delivering high value content in innovative digital formats.

We’re growing quickly and offer a fast-paced environment where talented individuals can create their own career paths. Our clients are global technology companies and we have a fanatical focus to exceptional customer service and to nurturing long-term partnerships with them.

We’re equally passionate about using novel platforms and systems to streamline our business, automating the mundane and leaving our valued team plenty of time for that all-important relationship building.

The role:

We’re seeking a client engagement executive with ideally 12-18 month’s experience to join our team full-time. Given the dynamic, fast-paced nature of the business, the role offers almost limitless opportunities for progression. It’s a hybrid role with 2 days per week spent with the team in Southwark (10 mins walk from Waterloo), and the rest at home.

The role will initially include:

• Acting as the internal contact point for all team members to direct information and requests for a specified list of client accounts
• Using our project management system to efficiently manage account and webinar operations
• Operational management of 30+ webinars a year (scheduling and hosting prep calls & pre-records, obtaining all information needed for marketing purposes and presentations etc., on-the-day speaker support, post-webinar reporting)
• Preparation of all webinar reporting, including registration/attendance lists and stats
• Responsibility for all management of specified list of clients (obtaining materials such as adverts, logos etc., answering client queries, arranging and implementing gating forms, lead & readership reporting, detailed checking of all client content)
• Preparation and distribution of weekly lead reports for all clients and managing lead reporting scheduling and processes

We are looking for someone who:

• Has a minimum of 12 months years working in a B2B environment in an account exec or operations role
• Can show evidence of exceptional attention to detail and customer focus
• Has experience of a busy, face-paced and varied role, showing excellent time management and multi-tasking skills
• Can quickly build a strong working knowledge of our website and webinar platforms (amongst others) in order to deliver excellent service to our clients and identify new ways to deliver our services.

What’s on offer

You’ll be working with a team of talented, flexible and forward-thinking people. You will be supported throughout your career, tailoring your development through management support, internal & external training courses and on the job training.

• A rewarding environment where success is recognised and you can tailor your own progression path
• Excellent training and development programmes
• Hybrid/remote working
• 25 days annual leave