Customer Experience Manager Position Available In Wake, North Carolina

Customer Experience Manager –

Pricing Transformation Location:

Hybrid/Remote:

The successful candidate can work on a Hybrid/Remote basis, reporting into one of our offices located in Pennsylvania or North Carolina.

Status:

Fixed Term Package:

Competitive Salary, Remote/Home Working (with one-off allowance), Flexible Working, (2 Days in the office for our Hybrid workers) Development & Opportunity (Personal & Technical), Medical Insurance, Dental Insurance, Vision Insurance, Life Insurance, Long Term & Short-Term Disability Insurance, Generous 401K (matching) Plan, Flexible Spending Account, Health Savings Account, 15 Days’ Vacation + Plus Public Holidays + Buy and Sell Scheme. Why are we hiring a Customer Experience Manager? This role has become available on a short term basis to help build a renewals team! Instem is seeking an experienced Customer Experience Manager for a short-term assignment focused on transforming our pricing model and integrating new business continuity strategies. This role requires exceptional organizational skills, the ability to quickly synthesize data, and proficiency in Excel, combined with a strong background in life sciences, healthcare, or related fields. The ideal candidate will have extensive experience with large pharmaceutical organizations, clinical research organizations, or the biotech industry. Who’s Instem? Well, we’re a global provider of bespoke industry-leading software solutions and services, which facilitate the pre-clinical, and clinical phases of the drug discovery process. We have over fifteen products in our portfolio, used by over 700 pharmaceutical clients (including all the top 20!). Instem is a unique, solutions-based organisation. We’ve doubled in size over the last 3 years through new business and product enhancement, but also via acquisition. Our 5-year growth plan is progressive, and we need you to help us reach that next level! What’s the culture/environment like? For a global business of over 300 staff, we very much have a family feel. You’ll be part of a friendly, communal, solution based, flexible environment, where you’ll feel empowered, valued and accountable. We’ll invest in you as a person and encourage you to take part in companywide workshops for wellbeing, mental health, critical conversations, and strengths. What are you responsible for? Lead the transformation of customer pricing models, ensuring a systematic approach to implementation and integration. Synthesize complex data efficiently to inform pricing strategies and optimize customer engagement. Develop innovative programs to support the adoption of new pricing bundles, enhancing the overall customer experience. Engage directly with customers, demonstrating strong negotiation skills to facilitate smooth transitions to the new pricing model. Collaborate with the Customer Experience team, providing leadership and guidance to ensure alignment with business continuity goals. Manage transformation to SaaS offerings and manage account relationships for large organizations. Experience with managing over $100 million in renewals. Adherence to the Company’s Quality Management System to ensure that all work is handled

Securely, Professionally and Diligently Skills, Knowledge & Experience:

Highly experienced in renewals or account management in the life sciences, healthcare, or biotech sectors. Proven ability to negotiate effectively and manage high-value customer relationships Strong Excel skills and experience with data analysis for strategic decision-making. Exceptional organizational abilities and project management skills. Excellent communication and interpersonal skills, with a customer-centric approach. Daily, millions of lives are improved by the Instem technologies and services that have been deployed by our clients. This is a fantastic opportunity for you to help save and prolong people’s lives, by doing what you do best! An Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. Instem stores and processes data using an Applicant Tracking System (ATS). For more information regarding our privacy policy use the following link: http://www.instem.com/about/data-protection.php #LI-KL #LI-HYBRID