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Job Title
SALES OPS SUPPORT MANAGER, UK

DESCRIPTION

Reporting to the VP of Sales Europe & ANZ, this new role is pivotal in the development of our Customer Success Strategy, to ensure that clients achieve maximum value from our software solutions and support our commercial activities to increase land & expand opportunities in our Major Accounts. A key focus is to monitor & drive adoption, usage & expansion of services.

This role will involve managing and significantly improving our processes and taking ownership of customer service delivery to ensure the smooth flow of information to deliver services quickly and to a high quality, within customer timescales. We are looking for an individual who is passionate about delivering and exceeding customer expectations in a SaaS company. The type of person we are looking for will have previous experience in a Customer Success / Customer Experience role with a demonstrable track record in meeting Customer Satisfaction and Account Management KPI’s.

Proximie is looking for dynamic, resilient individuals who want to make a material difference to our global mission of making surgery safer and better for all patients and want to take the opportunity of working within a digital health technology startup The role will combine the focus of helping deliver results as well as the challenge of working in a dynamic, fast paced and innovative environment.

RESPONSIBILITIES:

  • Ensure successful implementation and ongoing success for EU & ANZ Customers
  • Meeting all agreed KPIs and quality levels for Customer Success activities (onboarding, client adoption, advocacy and retention)
  • Define and execute long-term strategies for the Customer Success team that support Proximie’s commitment to providing excellent service — and then scaling it
  • Create goals, action plans, playbooks, and key metrics for long term success of EU & ANZ accounts
  • Build and maintain product knowledge: understand the business and technical problems that our solutions address. Stay current on the Proximie product roadmap, understanding the features and functionality of all product modules and packages, and how these are applied to address client needs
  • Proactively gaining customer insight to feed into our product strategy
  • Keep executives informed of progress and advocate for change when needed
  • Deliver high levels of customer satisfaction through support team and processes
  • Ensure a high level of customer support is delivered and contractual SLAs are met
  • Drive resolution and escalation on technical issues affecting Proximie customer’s
  • Mobilise relevant teams to manage priorities and drive actionable outcomes
  • Meet customer satisfaction measures, including NPS
  • Be active in driving change and evolution to support the improvement of the customer experience.
  • Acting as an escalation point for customer issues and complaints (before they escalate).
  • 3 years’ plus experience in a customer-centric role, preferably for a SaaS solutions/ technology business
  • Passionate about delivering the best customer experience possible and contributing to a strong, customer-centric company culture
  • Teamwork and Collaboration – high sense of ownership and urgency to get the job done.
  • Proactive, motivational, tenacious, committed and hungry to succeed
  • Strong communication and influencing skills, comfortable leading presentations and meetings, in both internal and external environments
  • Well-structured and organised, able to prioritise work and work under pressure.
  • Takes ownership of issues to get resolutions that benefit the business/customer.
  • good interpersonal and communication skills
  • resilient and determined to take on the day to day challenge of a busy and dynamic working environment
  • able to work as part of a team to reach a collective goal
  • Attend customer meetings/focus groups/review meetings/mobilisation workshops and be comfortable running these sessions
  • TRAVEL: Throughout the UK, some international travel may be required
  • Full clean driving license

EXPERIENCE AND REQUIRED SKILLS:

  • 3 years’ plus experience in a customer-centric role, preferably for a SaaS solutions/ technology business
  • Passionate about delivering the best customer experience possible and contributing to a strong, customer-centric company culture
  • Teamwork and Collaboration – high sense of ownership and urgency to get the job done.
  • Proactive, motivational, tenacious, committed and hungry to succeed.
  • Strong communication and influencing skills, comfortable leading presentations and meetings, in both internal and external environments
  • Well-structured and organised, able to prioritise work and work under pressure.
  • Takes ownership of issues to get resolutions that benefit the business/customer.
  • good interpersonal and communication skills
  • resilient and determined to take on the day to day challenge of a busy and dynamic working environment
  • Able to work as part of a team to reach a collective goal

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