Hanson Wade Group is a business intelligence organisation that specialises in data intelligence and establishing communities of key opinion leaders in the Life Sciences industry. Beacon is our flagship data product that provides unrivalled clinical trial and drug insights to the biopharma community. We believe that niche, tailored product offerings that respond to the specific needs of scientific communities provide us with a clear point of differentiation versus generic data providers.

We pride ourselves on delivering the best possible experiences for our customers and ensuring that they can drive as much value as possible from the Beacon platform. Customer feedback is, therefore, at the heart of what drives our product forward – ensuring we can make investments in improving the platform with confidence and that the value will be passed on to our customers.

The Role

As our account portfolio continues to grow at unprecedented levels, our priority is on ensuring that we deliver value to our customers and tailor their experience to ensure we exceed expectations. To continue achieving this, we are looking for a Customer Success Representative to join the Customer Success team, working with departments across the Beacon team, to deliver market-leading experiences for our customers throughout their relationship with Beacon.

A Customer Success Representative at Beacon will typically be responsible for supporting customer initiatives and performing administration duties. They will be undertaking various tasks set by our Customer Success Managers as well as our Account Managers to support with retention and growth of accounts. They play a crucial role in supporting and maintaining positive relationships with our customers, responding to customer queries and ensuring our customers have a seamless journey throughout their subscription. 

You will be responsible for:

• Collaborating with the Customer Success Managers to support assigned tasks to achieve customer goals and objectives
• Account planning task support to ensure the Customer Success Managers and Account Managers are working as efficiently as possible. Tasks include:
• Gather in-platform content for outreach to clients to drive usage and activity
• Aid in tracking usage across accounts and individual users to identify at-risk accounts, prevent churn and increase retention
• Support in operational activities such as setting up new users, adding opportunity members to Salesforce, proposal support and quoting (CPQ), contracting and invoicing, demo slides building
• Work alongside our Account Managers to support in day-2-day activities to bolster activity within prioritised growth accounts
• Manage the Customer Success inbox and triage customer requests, queries and projects

The successful candidate will:

• Hold a BSc in life science subject - preferable
• Have a successful history of working in a corporate client facing role
• Be passionate about delivering exceptional customer experience
• Be highly motivated and driven to succeed in the world of business
• Be creative and proactive
• Pay attention to detail
• Have a “can do” attitude
• Eager and willing to learn

 The person we have in mind will share our belief that:

• Customers provide 90% of your best ideas
• It is vital to surround yourself with the right people who inspire you
• Likewise, each of us must be a source of inspiration to our colleagues and clients
• There is opportunity everywhere

Why Choose Us?

• We offer well-being bonuses such as a personal learning budget, mindfulness sessions in the office, employee assistance programme and well-being champions
• Private health and life insurance
• Hybrid working arrangement – 2/3 days a week in the office
• A range of different social clubs such as, book club, parents support network, five-a-side, chess club and more…
• 1 extra day of annual leave each year, up to 30 days of annual leave (not including public holidays)
• Access to our Wader Hub benefits platform which include, retail, gym, hospitality, and wellness discounts
• Volunteer day (we offer all our employees the chance to take a day on us to get out there and do some good!)
• Monthly awards and social events (we’re talking sports days, karaoke nights, theatre trips, cooking courses, you name it!)
• Sabbatical options after 2 and 5 years
• Opportunities for professional education sponsorship
• Access to individual career coaching to develop your career from day one
• We offer well-being bonuses such as a personal learning budget, mindfulness sessions in the office, employee assistance programme and well-being champions

Salary - £28,000–30,000 (depending on experience) + annual bonus

Please note: we cannot provide sponsorship for this role.