customer relations Cambridge, East of England, England
Job description
Who we are
Congenica is a digital health company enabling the rapid analysis and interpretation of genomic data, empowering researchers and clinicians to provide life-changing answers that improve wellbeing and disease management. Our world-leading software enables rapid genomic data analysis at scale and is the only product of its kind that has received the CE Mark under the In Vitro Diagnostics Directive.
As a recognised leader in the genomic analysis of rare diseases and inherited cancer, Congenica is now expanding its platform into new indications such as somatic cancer, next generation non-invasive pre-natal diagnosis and wellness, helping to deliver a future where clinical genomics is fully integrated into healthcare and with the goal of providing life-changing answers for individuals and their families.
Based on pioneering research from the Wellcome Sanger Institute and the UK NHS, Congenica has a global footprint supporting leading international laboratories, academic medical centres and biopharmaceutical companies and is the exclusive Clinical Decision Support partner for the NHS Genomic Medicine Service.
Working at Congenica you will have the opportunity to have a real impact on the lives of people around the world and add value to the business, while doing something that you love.
Joining at an exciting time in our growth, this maternity contract is for 6-9 months.
Your key responsibilities will be:
- Work with the wider Commercial team to engage with customers and potential new clients, including identifying and qualification of requirements.
- Lead and mentor a globally dispersed team of Customer Support Representatives
- Monitor the provision of first and second-line support to customers and act as the primary point of contact for customer support issues
- Carry out core customer implementation activities including customer configuration, on-boarding and training
- Manage, develop and maintain customer support operations including communication channels, workflows, SOPs and key processes to deliver world-class support.
- Maintain accurate records and documentation of all customer interactions and customer information in the CRM.
- Capture feedback on product performance and customer satisfaction to facilitate the continuous improvement of Congenica products and services.
- Develop, produce and publish technical documentation and training materials, such as FAQs, technical notes, online tutorials and webinars, how to guides, manuals etc. to educate customers.
- Generate and report against key commercial metrics/dashboards to contextualise business performance
- Develop collated reports, presentations, documents & feedback for the Commercial and Senior Leadership teams
- Continue to build out the Commercial Operations function to increase the efficiency and effectiveness of support to the broader commercial team.
You will have extensive experience in a similar head of role and will have strong commercial awareness and a process based approach to your work.
An understanding of Human Genetics is desirable but not essential.
NO AGENCIES
If this sounds like you and you'd like to join a growing company, then apply now!
Congenica is dedicated to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.
