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- Tasks: Drive member satisfaction and retention while managing renewals and client engagement.
- Company: Join BioPhorum, a leader in the life sciences sector with a collaborative culture.
- Benefits: Enjoy a competitive salary, flexible working, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing customer experiences and driving value for clients.
- Qualifications: Experience in customer success and strong communication skills are essential.
- Other info: Home-based role with travel opportunities for events and client meetings.
The predicted salary is between 36000 - 60000 Ā£ per year.
Established in 2004, BioPhorum is a businessātoābusiness membership organisation that has created an unparalleled environment for life science companies and executives to collaborate and accelerate progress across the sector. The company uses a subscription model and has created 12 highly targeted \āPhorums\ā with tailored content across multiple areas including Drug Substance, Drug Development, Fill Finish, Technology Strategy, Supply Chain Resilience, IT, Data and Digital, Advanced Therapy Medicinal Products, Quality, Regulatory, and Sustainability. BioPhorum\ās expert facilitators currently lead more than ninety initiatives involving over 7,000 subject matter experts. BioPhorum has built a diverse and extensive client base of over 150 organisations, including 18 of the 20 largest global (bio)pharmacos. Beyond pharma, BioPhorum has also built relationships with other types of life science organisations, including those that provide services across the outsourced value chain (e.g., CDMOs), and academia. Over the last year, BioPhorum has established an exciting growth strategy, launched its first data product and completed an acquisition.
RoleThe Customer Success Manager plays a pivotal role in driving member retention and satisfaction across BioPhorum client base, owning the renewals process and ensuring seamless, valueādriven engagement throughout the customer lifecycle. Acting as a primary point of contact for key stakeholders, including budget holders and Procurement, the role ensures timely renewals, accurate data management, and consistent communication, particularly around engagement and value realisation. With a strong commercial mindset, the Customer Success Manager leads onboarding for multiPhorum members, supports Key Account Managers with reporting and client development, and champions crossāfunctional collaboration to deliver tangible improvements in client experience.
Main Responsibilities
Own and manage BioPhorum\ās renewals process, ensuring member/customer retention and renewals are completed onātime in line with contractual terms
Act as the daily key contact for clients, especially for budget holders and Procurement ā maintaining strong communication with Key Accounts and Phorum Engagement Managers, escalating where strategic input is required
Ensure data integrity associated with the renewals processes by accurately updating and maintaining sales systems
Ensure data integrity associated with customer level information is maintained on Dynamics
Conduct engagement calls and sessions with members/customers in line with established customer success processes and frameworks, driving outcomes that continually demonstrate value ā effectively integrating new products, services and Phorums into engagement calls as BioPhorum\ās expands their service offerings
Lead and deliver clientālevel retention and satisfaction improvements actions, acting collaboratively across BioPhorum to drive tangible improvements
Lead the onboarding processes for delivering a smooth and consistent experience for all members and customers; identifying and exploring member and customer priorities and factors of success ensuring this information is captured and shared with the appropriate teams as members and customers move through the onboarding process
Support Key Account Managers in the preparation of client engagement reports, client representative recruitment for new sites and identifying cross opportunities
Prepare regular clientālevel reports in line with Customer Success processes, standards and frameworks
Support Key Accounts as part of internal reporting and KPI management processes
Coordinate the flow of information at customer level in line with Customer Success process across Key Account Directors and Phorum Engagement Managers ensuring that all teams engaging with the customer have access to the right information that enables a consistent and transparent BioPhorum experience with issues and challenges flagged early with the appropriate teams
In collaboration with the Commercial and Phorum teams, provide input and support the client value plans; surface and provide input into the relevant value stories especially to ensure BioPhorum is delivering value against member and customer priorities
Knowledge, Skills & Abilities
Proven success in a Customer Success management role spanning both team and process management
Demonstrable experience managing key customer lifecycle processes including onboarding, ongoing engagement and retention and contract renewals
Experience working across the pharmaceutical, biotechnology, lifeāsciences industries and/or healthcare industries
Able to think through the long term implications of current issues such as how an current issue with a member/customer may escalated and put the necessary mitigations in place to remain proactive
A very strong communicator, able to engage with people across multiple levels within an organisation, internally as well as with clients; can tailor and adapt their communication style while ensuring the core messages are conveyed
A strong influencer, can present and communicate with gravitas
An effective networker with a highly collaborative style who is able to build and sustain strong working relationships
Enjoys working in collaborative environments ā able to encourage and act on suggestions and feedback in a constructive manner
Highly commercial ā able to drive strong commercial outcomes especially as part of a renewals motion, has strong experience building retention / churn mitigation strategies that ensure customer stickiness
LocationThis is a homeābased role, with expected travel in order to participate in customer and organisational events. While BioPhorum is a UK based business, ad hoc international travel may be required.
Seniority level
MidāSenior level
Employment type
Fullātime
Job function
Other
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Customer Success Manager employer: BioPhorum
Contact Detail:
BioPhorum Recruiting Team
StudySmarter Expert Advice š¤«
We think this is how you could land Customer Success Manager
āØTip Number 1
Network like a pro! Reach out to current employees at BioPhorum on LinkedIn and ask about their experiences. This not only shows your interest but can also give you insider info that might help you stand out in interviews.
āØTip Number 2
Prepare for those engagement calls! Brush up on your communication skills and think about how you can demonstrate value to potential clients. Practising scenarios can help you feel more confident when discussing customer success strategies.
āØTip Number 3
Show off your commercial mindset! Be ready to discuss how you've driven retention and satisfaction in past roles. Use specific examples to illustrate your impact, especially around renewals and client engagement.
āØTip Number 4
Donāt forget to apply through our website! Itās the best way to ensure your application gets noticed. Plus, it shows youāre serious about joining the BioPhorum team and ready to contribute to their mission.
We think you need these skills to ace Customer Success Manager
Some tips for your application š«”
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience in customer success, renewals management, and any relevant industry knowledge. We want to see how your skills align with what weāre looking for!
Showcase Your Communication Skills: Since this role involves a lot of communication with clients and internal teams, itās crucial to demonstrate your exceptional communication skills. Use clear and concise language in your application, and donāt shy away from sharing examples of how youāve successfully engaged with stakeholders in the past.
Highlight Your Commercial Mindset: Weāre looking for someone with a strong commercial mindset, so make sure to include any experiences where youāve driven commercial outcomes or developed retention strategies. This will show us that you understand the importance of value realisation in customer success.
Apply Through Our Website: To ensure your application gets the attention it deserves, apply directly through our website. Itās the best way for us to receive your details and keep track of your application. Plus, it shows youāre keen on joining our team!
How to prepare for a job interview at BioPhorum
āØKnow Your Customer Success Basics
Make sure you brush up on the fundamentals of customer success management. Understand the key processes like onboarding, renewals, and engagement strategies. Being able to discuss these confidently will show that youāre ready to hit the ground running.
āØShowcase Your Communication Skills
Since this role involves a lot of interaction with clients and internal teams, practice articulating your thoughts clearly. Prepare examples of how you've successfully communicated with different stakeholders in the past, especially in challenging situations.
āØDemonstrate Your Commercial Mindset
Be ready to discuss how you've driven commercial outcomes in previous roles. Think about specific strategies you've implemented to improve retention or reduce churn, and be prepared to share those insights during the interview.
āØPrepare for Scenario-Based Questions
Expect questions that ask how you would handle specific customer scenarios. Think through potential challenges you might face in the role and how you would approach them. This will help you demonstrate your problem-solving skills and proactive mindset.
