Job Description

As a Customer Success Executive, you will be the first point of contact for our clients, providing exceptional support throughout the post-sales process.

Your responsibilities will include onboarding, troubleshooting, managing warranty claims, processing orders, and keeping customers informed. You will work closely with sales, fulfillment, technical support and regulatory teams to ensure a seamless customer experience that supports both clinical outcomes and commercial goals.

Key Responsibilities

Customer Engagement & Relationship Management

Act as the first point of contact for all incoming customer inquiries, including product support, order status, and service requests. Build and maintain strong relationships with key client contacts.o Support onboarding and training for new customers to ensure effective product adoption and satisfaction. Support customer success manager with adhoc requests.

Order Processing & Coordination

Manage end-to-end order processing including order entry, validation, and tracking using internal systems (Microsoft Dynamics 365 Business Central and JIRA). Provide timely order updates and proactive communication to customers regarding deliveries, backorders, and lead times. Work closely with the Sales and Fulfillment teams to ensure smooth execution of customer orders and service expectations. Assist BD and Servicing teams in raising quotes to existing and potential new customers. Follow up on quotes with customers. Monitor stock levels vs pipeline and report to Fulfilment manager and CS manager - to ensure that sufficient stock is held and that customer priorities are met.

Technical Support & Warranty Management

Triage and resolve product-related support requests, coordinating with internal technical teams or vendors when necessary. Manage warranty claims and replacements, ensuring documentation and resolutions are handled accurately and efficiently. Use JIRA or similar systems to track technical issues and follow up until full resolution.

Cross-Functional Collaboration

Liaise with Sales, Technical Support, Regulatory Affairs, and Logistics teams to ensure customer needs are met promptly and compliantly. Provide customer feedback to internal teams to support continuous improvement in product, service, and delivery processes.

Documentation & Reporting

Maintain up-to-date customer records, service tickets, and communications in CRM and internal systems. Generate reports on customer satisfaction, support metrics, and issue resolution timelines.

Key Qualifications

2+ years of experience in customer success, order management, or technical support -- ideally in the medical device or healthcare industry.o Excellent communication, interpersonal, and problem-solving skills. Strong attention to detail, time management, and organisational skills.o Comfortable working with CRM systems, order processing tools, and ticketing platforms.

Preferred Qualifications

Experience with Microsoft Dynamics 365 Business Central for order processing and customer data management. Familiarity with JIRA or other issue tracking/ticketing systems.

What We Offer

Competitive salary and performance-based incentiveso Health and wellness benefitso Ongoing professional development and training
Job Type: Full-time

Pay: 28,000.00-30,000.00 per year

Benefits:

Additional leave Bereavement leave Casual dress Company events Company pension Cycle to work scheme Free parking Health & wellbeing programme Life insurance On-site parking Private medical insurance Sick pay
Education:

GCSE or equivalent (preferred)
Experience:

Microsoft Dynamics 365 Business Central: 1 year (required) Customer service: 2 years (preferred)
Language:

English (required)
Work authorisation:

United Kingdom (required)
Work Location: In person