Customer Experience Specialist

Customer Experience Specialist - 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 Specialist? This role has become available on a short term basis to help build a renewals team!

Instem is seeking a detail-oriented Customer Experience Specialist to support the transformation of our pricing models. This role focuses on data synthesis, pricing strategy development, and customer engagement. Ideal candidates will have experience in life sciences, healthcare, or biotech, and be comfortable working with large datasets and Excel.

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?

• Support the development and implementation of new customer pricing models.
• Analyse complex data to inform pricing decisions and customer segmentation.
• Collaborate with internal teams to ensure pricing strategies align with business goals.
• Assist in creating customer-facing materials to explain pricing changes.
• Provide insights to improve customer satisfaction during pricing transitions.
• Adherence to the Company's Quality Management System to ensure that all work is handled Securely, Professionally and Diligently

Skills, Knowledge & Experience :

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.

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