At Diaceutics we believe that every patient should have access to the right treatment at the right time. We provide the world’s leading pharmaceutical companies with an end-to-end solution for the launch of precision medicine diagnostics enabled by DXRX – The Diagnostic Network®.
DXRX is the world’s first diagnostic commercialization platform for precision medicine, integrating multiple pipelines of real-world diagnostic testing data from a global network of laboratories.
Position Summary
The purpose of this position is work within the Network Strategy & Operations team with specific emphasis on the systems, processes and activities which underpin Client Project set-up and delivery. Traversing Customer Relationship Management (CRM), platform Content Management Systems (CMS); Analytics, Project Management and other supporting tools, the role holder will align directly with our Project Management Organization (PMO), as a dedicated resource to ensure priority support for clients with active projects and programmes on our DXRX platform.
Duties will include project deliverable publication and configuration, new client profile account creation and moderation and leveraging in-house and third party systems to provide customer utilization and adoption metrics to PMO. The role will have have particular focus on ensuring positive client experience with project materials on our DXRX platform, promoting customer success and long term client value.
The role will uphold excellent timeliness and responsiveness to client requests, with standards of quality and attention to detail across a diverse array of systems. The person responsible for this role will see themselves as a link between customers (both internal and external) and other departments in Diaceutics, conveying feedback, brokering communication and advanced problem solving; as well as maintaining, expanding and improving operational processes.
Duties and Responsibilities:
Routinely monitor and resolve Project-related support tickets in line with prescribed Service Level Agreements (SLAs), which may differ from Client Project to Client Project.
Take ownership of and process new user profile creation requests, providing initial onboarding guidance to clients joining or returning to the DXRX platform.
Provide ongoing visibility to individual Project teams as to the uptake, utilization, activity levels and content consumption of client participants and Projects, highlighting trends, gaps or areas for attention. There will be significant diversity across our client portfolio and a need for versatility to meet different expectations of different clients
Gain and maintain a high level of Diaceutics product and service knowledge, including the particular offerings delivered as part of multiple Client Projects.
Act as a first line of support for designated customer contacts with regard to the technical accessibility and usage of DXRX platform functionality
Work with multiple software tools including CRM, CMS, Service Management, Security and other systems to ensure efficiency and operational effectiveness; prioritizing client delivery timelines and customer satisfaction
Foster trust-based relationships with PMO, operating as a dependable, specialized contributor to successful Project delivery.
Key Attributes Required:
Customer Service / External Impact: have a strong awareness of customer relationship considerations, as they personally represent Diaceutics and our Network Strategy, while maintaining focus on customer service and efficient productivity.
People Skills: capability to work across multifunctional teams is sought, combined with an ability to build rapport, trust and active relationships with multiple stakeholders, from executive-level, external clients, to internal technical teams, and beyond.
Decision-Making: Taking ownership and showing initiative while working within a process-driven and quality-focused team will be required. A versatility in handling unfamiliar technical situations and an array queries from diverse customer-types is desireable
Initiative and Independence: working as a key contributor to day-to-day member support operations, the ideal candidate will demonstrate a high level of attention without losing site of wider business process and customer considerations
Knowledge and Specialist Skills:
Education – Bachelor’s degree in a scientific, project management or commercial field, preferably with some relation to Precision Medicine, or Diaceutics primary client sectors
Knowledge of customer support case management processes and associated management software
1-2 years experience in a project support, helpdesk or other customer-facing role where relationship building and customer satisfaction are key
Experience with online network member platforms, community building or network development an advantage
Enterprise software knowledge & skills, including virtual communication applications, demonstrating a high level of proficiency with Microsoft Office tools and CRM solutions
Proven track record in working within a dynamic corporate environment, balancing day-to-day productivity targets, customer-satisfaction goals, and wider commercial strategic objectives.
Life at Diaceutics
Culture is a powerful driver of Diaceutics’ success and growth. Our culture is an outcome of our ‘One Diaceutics’ Behaviors. These behaviors set out a promise and an expectation of what it means to work at – and with – Diaceutics.
We exist because we Care Deeply about our patients and customers. To Be Bold, we pioneer, we innovate, and we think big. We take responsibility, and we are driven and determined to Make an Impact. We prioritize collective success and when we win, we Succeed Together. We are excited by change and driven by progress. We Don’t Stand Still.
We are a multi-cultural, diverse team spanning 16 countries around the world. All of our employees work remotely or in a hybrid model, collaborating together as a global community.
We hire smart, fun people who care about our mission and about each other. Some interesting points about us:
· Training and development opportunities
· Remote, Virtual Working and Hybrid Working based on location to offices
· Flexible Working incl. Flex Day Program
· Share Incentive Plan
· Increase of Annual Leave with tenure
· Pension
· Healthcare (including Vision and Dental) and Additional Benefits
· Life Insurance
· Group Income Protection
· Enhanced Maternity and Sick Pay Provisions
· Robust Performance Management Framework and Individual Growth Plan
· Attractive Staff Referral Scheme
· Dedication to a positive working culture with regular health and wellbeing activities and an annual company get-together
We are an equal opportunities employer and welcome applications from all suitably qualified persons.
Please see link below to our Candidate Privacy Statement -
https://www.diaceutics.com/privacy-statement