Customer Success Specialist

6 hours ago

Hørsholm Kommune, Denmark CM Medical Recruitment Full time

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Connecting Top-tier Talent with Opportunities in the Medical Device Industry

CM Medical have partnered with an innovative company that specializes in developing advanced software that leverages artificial intelligence to analyze microscope images, primarily for medical research and diagnostics. Their cutting-edge technology facilitates the transition from physical to digital pathology by converting slides into digital formats for efficient analysis and storage. By automating complex tasks like identifying abnormal cells and measuring biomarkers, the company’s tools enhance precision, reduce errors, and save time for researchers and clinicians. Widely used in hospitals, research laboratories, and pharmaceutical development, these solutions empower professionals to detect and treat diseases such as cancer with greater accuracy and efficiency.

Department Overview: The Sales Department plays a crucial role in driving the company’s growth by delivering new and renewal orders or bookings to generate revenue. The team works to meet annual sales targets while supporting the company’s strategic objectives and operating plan.

We offer both Clinical and Research solutions, with sales team members promoting our diagnostic IVD (In Vitro Diagnostics) products and services as well as our research RUO (Research Use Only) offerings. Using a consultative, solution-selling approach, our sales professionals develop leads, qualify opportunities, and guide them through the sales process to secure new bookings. Additionally, the team ensures long-term customer success through cross-sell/up-sell opportunities and software/service contract renewals.

As a Customer Success Specialist , your primary responsibility is to ensure the satisfaction and retention of our customers while also driving revenue growth through renewals and upselling. You will manage the renewal process for software and service contracts, foster strong customer relationships, and ensure customers derive meaningful value from their solutions.

Key Responsibilities:

  • Achieve annual recurring revenue (ARR) targets by managing renewals and upselling within your designated territory.
  • Minimize customer churn while maximizing customer satisfaction and usage.
  • Develop a positive customer experience that fosters loyalty and supports recurring revenue growth.
  • Act as a customer advocate, evaluating and analyzing customer needs on an ongoing basis.
  • Collaborate with cross-functional teams (e.g., Professional Services, New Business Sales) to ensure successful deployments, user training, and customer satisfaction.
  • Proactively engage with customers through follow-up meetings to address issues and resolve concerns in coordination with relevant teams.
  • Promote the value of the company's solutions throughout the customer lifecycle.
  • Support onboarding for new clients and guide them through their post-sale journey.
  • Maintain accurate and up-to-date records in the CRM system to support forecasting and strategic decision-making.

Qualifications and Skills:

  • Customer-Oriented : Strong ability to develop positive relationships, advocate for customer success, and handle customer concerns effectively.
  • Solution-Oriented : Ability to think critically, identify solutions, and ensure successful outcomes.
  • Process-Oriented : Strong organizational skills with attention to detail and the ability to follow structured processes.
  • Languages : Proficiency in Danish, Swedish, and/or English is essential.
  • Technical Skills : Experience with Microsoft Dynamics CRM is highly desirable. Proficiency in Microsoft 365 tools (Outlook, Teams, Office, etc.).

Education and Experience:

  • A scientific or business degree/qualification or equivalent industry experience.
  • Project management.
  • Healthcare or hospital industry experience.
  • Support/service contract management.
  • Account management or similar customer-facing roles.
  • Proven ability to address and resolve customer concerns.
  • A track record of success in working with diagnostic customers or within the healthcare industry.
  • Experience in direct or indirect sales channels is a plus.

Unique Attributes of the Role:

  • Drive expansion sales and recurring revenue by minimizing churn and ensuring customer satisfaction.
  • Build trust and transparency with customers to foster long-term partnerships.
  • Support customer success initiatives through proactive communication and consistent follow-up.

If you believe that this position aligns with your skills and interests, I encourage you to reach out.

Contact: +44 (0) 744 327 7730

Please note due to the expected volume of applications, we may not be able to respond to every application.

Seniority Level
  • Associate
Employment Type
  • Full-time
Job Function
  • Customer Service
  • Industries: Medical Equipment Manufacturing, Pharmaceutical Manufacturing, and Biotechnology Research
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