Customer (Instructing Solicitors) Success Manager

Position Overview: As a Customer Success Manager at British Medical Experts, you will play a pivotal role in ensuring the success and satisfaction of our valued customers, namely , solicitors looking for doctors to produce expert reports to help them settle their clients claims faster.

Your primary responsibility will be to build upon our existing working relationships with our clients, understand their needs, and work collaboratively with internal teams to drive up customer success.
This role requires a blend of customer service, strategic thinking, and analytical skills to proactively identify opportunities for growth and client retention.

Key Focus Areas:

Customer Relationship Management: Develop and maintain strong, trust-based relationships with key customer stakeholders. Be the primary point of contact for assigned accounts, understanding their unique business challenges and ensuring that their objectives ie finding the right type of experts , aligns with our solutions ie producing high quality expert reports and evidence.

Product Knowledge and Expertise: Gain in-depth knowledge of our expert witness services, to effectively guide customers on how to maximize the value they receive. Be a product expert who can articulate its features and benefits, translating them into solutions that address customer needs.

Customer Onboarding and Training: Facilitate smooth onboarding processes for new customers, ensuring they are equipped with the knowledge and tools necessary to achieve their goals. Conduct training sessions, webinars, and workshops to educate customers on best practices and use cases.

Retention and Growth Strategy: Develop and execute strategies to increase customer retention and expansion within your assigned portfolio. Collaborate with sales teams to identify upsell and cross-sell opportunities. Proactively address customer issues and concerns to prevent churn.

Data Analysis and Reporting: Utilize data-driven insights to monitor customer health and identify trends. Create and maintain customer success metrics and KPIs, such as Net Promoter Score (NPS) and Customer Satisfaction (CSAT) Upgrade to see actual infoe this data to drive improvements in the customer experience.

Hi, and thanks!

When you start working with us, you will feel welcomed, supported and valued. You’ll receive competitive rates of pay and will be encouraged to develop yourself professionally and contribute to improving our business processes.

Once you’re settled in, your responsibilities will grow and your work will become even more rewarding and interesting. Your pay and benefits will rise in-line with your position.

When you show yourself to be a great teaUpgrade to see actual infomber, you’ll be promoted to a role worthy of your abilities and be encouraged to develop managerial and leadership skills.

We currently employ 4 Filipino assistants who run and manage every aspect of our business. Most of whom want to be with us for between one and four years. We’re looking for long-term, reliable staff who want interesting and challenging careers.

If you want to join our established and growing team we welcome you to apply and show us what you can do.


THE CUSTOMER SUCCESS MANAGER WE ARE LOOKING FOR

Bachelor's degree in Business Administration, Marketing, or related field.

2-5 years of experience in customer success, account management, or a related field.

Excellent communication and interpersonal skills, with the ability to build strong relationships with customers.

Strong problem-solving skills and the ability to think creatively to develop solutions for customers.

Experience working with customer success software such as Salesforce, Gainsight, or Upgrade to see actual infomonstrated ability to work independently and manage multiple priorities in a fast-paced environment.

Experience working with SaaS products or technology is a plus.

THE VACANCY SPECIFICATIONS

You will be involved with Customer Satisfaction and Retention, Upsell and Cross-Sell Revenue, Customer Onboarding and Training Success. You need to work during UK office hours (preferably 8 am to 5 pm GMT).

Task-specific considerations for Operating manuals formation -

POST PRODUCT ( REPORT) DELIVERY - IMMEDIATE

Ensure safe receipt of the report
Identify any upsell or cross-sell opportunities
Actively building the existing mailing list of customers

POST PRODUCT ( REPORT) DELIVERY - 3- 4 MONTHS LATER

Obtain Client review/rating
Obtain net Promoter score
Actively obtain referrals from other clients

FAILED ORDER ( IP cancels an instruction or enquiry)

Identify key reasons for lost business
Relay to the wider team via regular video presentations
Work with sales team to refine future proposals to lower the number of failed orders


REPUTATION MANAGEMENT - BME company and BME experts

Manage the public ratings/reviews, for BME
Manage the public ratings and reviews on each expert Trustpilot page
Incorporating a live feed of ratings and review data, for each BME expert, into the marketing collateral
Increasing the number of vetted paid listings we have for each BME expert on the expert witness listings/directories


NOW THE PART ABOUT MYSELF AND MY AIMS

For the past 15 years, I have been an entrepreneur and previously, worked as a dentist for 10 years.

I am married have a young family and currently run a medico-legal reporting and business coaching company. The companies are run from London, UK.

I am passionate about systems and improving the way things work. I strive to provide an outstanding customer experience so I need the very best employees to help me achieve this goal. I believe in treating my employees in the way I would want to be treated - with respect and kindness.

You can find out a bit more about our company here: Upgrade to see actual info


OUR COMPANY PAY AND BENEFITS

Starting pay rate: TBD
You will get paid on the same day as your start every week via Wise


NOW THE IMPORTANT PART - HOW YOU CAN APPLY:

If you believe that you are an exceptional assistant and have the knowledge and skills that I am looking for, then please apply for this vacancy by completing the following application form:

Upgrade to see actual info

Please note, that we ONLY accept applications through this application process. PLEASE DO NOT use the website’s message board as we don’t monitor this.

The application process will finish after approximately 48 hours. After this time we won’t be accepting any further applications. We will respond to all applicants within 48 hours thereafter. We would appreciate it if you do not email us to confirm receipt or send your CV - we will send you an acknowledgment within 48 hours of the closing of the application process. We will request your CV and references from you if you progress to the interview stage.

I look forward to hearing from you.


Dr Sandeep Senghera
British Medical Experts