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- Tasks: Lead a dynamic customer success team and enhance client satisfaction in healthcare.
- Company: Join a global leader in innovative medical technology transforming patient outcomes.
- Benefits: Enjoy flexible remote work options and opportunities for professional growth.
- Why this job: Make a real impact in healthcare while working with cutting-edge technology and a passionate team.
- Qualifications: 5+ years in customer service management, strong SAP knowledge, and excellent communication skills required.
- Other info: This role offers one remote working day per week for added flexibility.
The predicted salary is between 36000 - 60000 £ per year.
Make a Real Impact in Healthcare. Are you ready to play a pivotal role in a company that’s transforming patient outcomes through precision-engineered medical technology? This is more than a customer success role — it’s an opportunity to directly support the healthcare professionals who rely on cutting-edge surgical instruments and solutions to save and improve lives every day. As part of a global leader in minimally invasive technology, you’ll work in a business that combines engineering heritage with innovation and customer-centered values.
We are seeking a proactive and experienced Customer Success Manager to lead a high-performing team in delivering best-in-class service across the UK. If you’re motivated by people, purpose, and performance — and want to be part of a company making a difference in healthcare — this is the role for you.
- Lead, mentor, and develop a small but high-impact customer success team (3 direct reports), ensuring consistent performance, motivation, and professional growth.
- Own the customer experience lifecycle, ensuring timely responses, issue resolution, and proactive engagement to enhance satisfaction and loyalty.
- Service Contract Management: Oversee service contract administration and renewal processes, continuously optimizing for efficiency and scalability as the business grows.
- Act as the UK superuser for our enterprise resource planning system (SAP S/4HANA), supporting system improvements and upgrades in alignment with operational needs.
- Field Service Collaboration: Partner with the Field Service Manager to track and deliver on service contract commitments, including gathering and actioning customer feedback.
- Produce monthly performance reports and customer satisfaction metrics, presenting key insights and improvement opportunities to Regional Leadership.
- Customer Feedback & CSAT Management: Coordinate and respond to CSAT surveys, ensuring insights lead to actionable outcomes and measurable service improvements.
Minimum 5 years of experience in customer service management, including direct people management.
- Strong familiarity with SAP systems and their application in customer service and operations.
- Proven project management skills with the ability to plan, execute, and deliver projects to deadline.
- Strong IT proficiency, particularly with the Microsoft Office suite (especially Excel).
- Clear communicator, learning, solution focused, developing, supporting colleagues, cross-functional communication, functioning in high performing team.
This role is primarily office-based to provide hands-on leadership to the team, with flexibility for one remote working day per week.
Locations
Customer Support Executive - (Fully Remote & employer: PROJECTUS
Contact Detail:
PROJECTUS Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Executive - (Fully Remote &
✨Tip Number 1
Familiarise yourself with the healthcare industry and the specific challenges faced by healthcare professionals. Understanding their needs will help you demonstrate how your customer support skills can directly impact patient outcomes.
✨Tip Number 2
Highlight your experience with SAP systems, as this role requires a strong familiarity with SAP S/4HANA. Be prepared to discuss how you've used such systems in previous roles to enhance customer service and operational efficiency.
✨Tip Number 3
Showcase your leadership skills by providing examples of how you've successfully managed and developed teams in the past. This will be crucial since you'll be leading a small but high-impact customer success team.
✨Tip Number 4
Prepare to discuss your project management experience, particularly how you've planned and executed projects within deadlines. This will demonstrate your ability to manage service contract administration and renewal processes effectively.
We think you need these skills to ace Customer Support Executive - (Fully Remote &
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management, particularly any leadership roles. Emphasise your familiarity with SAP systems and project management skills, as these are crucial for the role.
Craft a Compelling Cover Letter: In your cover letter, express your passion for healthcare and how your background aligns with the company's mission. Mention specific examples of how you've improved customer satisfaction or led a team to success.
Showcase Your Communication Skills: Since clear communication is key for this role, ensure your application reflects your ability to convey information effectively. Use concise language and structure your application logically to demonstrate your communication prowess.
Highlight Your IT Proficiency: Given the importance of IT skills in this position, make sure to mention your proficiency with Microsoft Office, especially Excel. If you have experience with other relevant software, include that too to strengthen your application.
How to prepare for a job interview at PROJECTUS
✨Show Your Passion for Healthcare
Make sure to express your enthusiasm for the healthcare industry during the interview. Discuss how you believe customer support can make a real impact on patient outcomes and share any relevant experiences that highlight your commitment to improving lives through technology.
✨Demonstrate Leadership Skills
Since this role involves leading a small team, be prepared to discuss your leadership style and experiences. Share specific examples of how you've motivated and developed team members in the past, and how you plan to foster a high-performing environment.
✨Familiarise Yourself with SAP Systems
Given the importance of SAP S/4HANA in this role, take some time to brush up on your knowledge of the system. Be ready to discuss how you've used similar systems in previous roles and how you can leverage them to enhance customer service and operational efficiency.
✨Prepare for Customer Feedback Scenarios
Think about how you would handle customer feedback and CSAT surveys. Prepare to discuss strategies you've implemented in the past to turn customer insights into actionable improvements, as this will demonstrate your proactive approach to enhancing customer satisfaction.
