CSM South West Manager
Central London
Job summary
- The role of the Regional Manger is to ensure benefits realisation for all customers from the use of the Dr Foster Intelligence tools and services, to achieve the annual customer satisfaction and retention targets
- To ensure synergistic working across all local account management teams to achieve the annual sales targets
Principle Accountabilities
Recruitment and retention
- Supporting the Head of Customer support in the recruitment process for the Customer Support Team
- Developing and running induction programmes for new CSM
- Setting short term objectives in line with core competencies for new starters, providing appropriate support to achieve these and regular reviews to assess and document progress
Performance Management
- Carrying out coaching field visits with CSM’s and identifying learning/development needs
- Development and refinement of core competencies for the team and performance managing individuals against these
- Supporting the Head of Customer Support in the development of team objectives and the performance management of individuals against these
- Providing support and innovative development solutions for individual team members to ensure they reach their full potential
Customer Satisfaction and Retention
- Ensuring that all CSM/HIC teams have robust account management plans and that activity is aligned to these
- Ensure that all re-sign accounts are actively and effectively managed and that annual set re-sign rates are achieved
- Ensure the CRM system is being populated by all CSMs to the required standards and delivery of contracted support days is tracked and attained
- Supporting the Head of Customer Support in the implementation and delivery of service improvement plans
- Management of strategic customers in Primary and Secondary Care to gain benefits realisation and re-sign
- Deputising for the Head of Customer Support as required
Education, Certification & Experience
- Degree level education
- Clinical knowledge and/or experience
- Business planning and business development skills
- Excellent communication skills – 1;1, group presentations and written
- Training and development experience in an NHS or Pharmaceutical role within a PCT, Acute trust, SHA or allied NHS body
- Project management experience preferably with experience in PRINCE II methodology
- Analytical skills, must have knowledge of statistical factors in analysis
- Extensive knowledge of customer support processes
- Minimum 2 years line management experience in professional and commercial environment
- Experience of managing change processes in rapidly developing organisations
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