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- Tasks: Build and maintain client relationships while ensuring they maximise our software's potential.
- Company: RotaMaster, part of M3 Inc., innovates workforce management tools for health and care organisations.
- Benefits: Enjoy flexible hours, 25 days annual leave, and a substantial benefits package including bonuses.
- Why this job: Join a dynamic team at the forefront of healthcare innovation and make a real impact.
- Qualifications: Experience in Customer Success/Account Management and excellent communication skills are essential.
- Other info: Flexible working arrangements and occasional national travel required.
The predicted salary is between 36000 - 60000 £ per year.
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About the Business Division:
Company Description
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.
Job Description
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.
Qualifications
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)
Additional Information
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.
Seniority level
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Seniority level
Mid-Senior level
Employment type
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Employment type
Full-time
Job function
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Job function
Customer Service
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Industries
Software Development
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Commercial Customer Success Specialist employer: M3
Contact Detail:
M3 Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Commercial Customer Success Specialist
✨Tip Number 1
Familiarise yourself with RotaMaster's products and services. Understanding the software inside out will not only help you answer client queries effectively but also demonstrate your commitment to their success during interviews.
✨Tip Number 2
Network with current or former employees of RotaMaster on platforms like LinkedIn. Engaging in conversations can provide you with insider knowledge about the company culture and expectations, which can be invaluable during the interview process.
✨Tip Number 3
Prepare to discuss specific examples from your past experience that showcase your customer success skills. Highlight instances where you've built strong client relationships or resolved complex issues, as these are key aspects of the role.
✨Tip Number 4
Stay updated on trends in the healthcare sector and workforce management tools. Being knowledgeable about industry developments will allow you to engage in meaningful discussions during interviews and show that you're proactive about your professional growth.
We think you need these skills to ace Commercial Customer Success Specialist
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in Customer Success or Account Management. Use specific examples that demonstrate your ability to build relationships and resolve client issues, as these are key aspects of the role.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the position at RotaMaster. Mention your understanding of their products and how your skills can help clients maximise their use of the software. Be sure to include any experience with CRM systems, as this is important for the role.
Showcase Communication Skills: Since excellent communication is essential for this role, consider including examples in your application that showcase your interpersonal skills. This could be through past experiences where you successfully managed client relationships or resolved conflicts.
Highlight Problem-Solving Abilities: Demonstrate your problem-solving skills by providing examples of how you've identified issues and implemented solutions in previous roles. This will show RotaMaster that you can handle challenges effectively and contribute positively to their team.
How to prepare for a job interview at M3
✨Know Your Products Inside Out
As a Commercial Customer Success Specialist, you'll need to be an expert on RotaMaster's software. Familiarise yourself with all features and benefits, so you can confidently discuss how they can solve client challenges during the interview.
✨Demonstrate Relationship-Building Skills
Showcase your ability to build and maintain professional relationships. Prepare examples from your past experiences where you've successfully engaged with clients, resolved their issues, and enhanced their satisfaction with a product or service.
✨Prepare for Problem-Solving Scenarios
Expect to be asked about how you would handle specific client problems. Think of scenarios where you've identified issues and developed solutions, highlighting your analytical skills and ability to work under pressure.
✨Exhibit a Customer-Centric Attitude
RotaMaster values a friendly and service-oriented approach. During the interview, convey your passion for helping customers succeed and your commitment to providing exceptional service, as this aligns with the company's ethos.
