Customer Service Manager - Medical Devices
PROJECTUS
Chessington, England, United Kingdom
Make a Real Impact in Healthcare. Lead with Purpose. Are you ready to play a pivotal role in a company that s transforming patient outcomes through precision-engineered medical technology? This is more than a customer success role it s an opportunity to directly support the healthcare professionals who rely on cutting-edge surgical instruments and solutions to save and improve lives every day. As part of a global leader in minimally invasive technology, you ll work in a business that combines engineering heritage with innovation and customer-centered values. We are seeking a proactive and experienced Customer Success Manager to lead a high-performing team in delivering best-in-class service across the UK. If you re motivated by people, purpose, and performance and want to be part of a company making a difference in healthcare this is the role for you. Key Responsibilities: Leadership & Team Development: Lead, mentor, and develop a small but high-impact customer success team (3 direct reports), ensuring consistent performance, motivation, and professional growth. Customer Journey Oversight: Own the customer experience lifecycle, ensuring timely responses, issue resolution, and proactive engagement to enhance satisfaction and loyalty. Service Contract Management: Oversee service contract administration and renewal processes, continuously optimizing for efficiency and scalability as the business grows. ERP System Expertise: Act as the UK superuser for our enterprise resource planning system (SAP S/4HANA), supporting system improvements and upgrades in alignment with operational needs. Field Service Collaboration: Partner with the Field Service Manager to track and deliver on service contract commitments, including gathering and actioning customer feedback. Customer Insights & Reporting: Produce monthly performance reports and customer satisfaction metrics, presenting key insights and improvement opportunities to Regional Leadership. Customer Feedback & CSAT Management: Coordinate and respond to CSAT surveys, ensuring insights lead to actionable outcomes and measurable service improvements. Skills, Competencies, Qualifications, Education and Experience: Minimum 5 years of experience in customer service management, including direct people management Demonstrated ability to lead, motivate, and develop high-performing teams Strong familiarity with SAP systems and their application in customer service and operations Proven project management skills with the ability to plan, execute, and deliver projects to deadline Experience working cross-functionally with teams from diverse backgrounds and skill sets Excellent communication, interpersonal, and problem-solving skills Strong IT proficiency, particularly with the Microsoft Office suite (especially Excel) A proactive and adaptable mindset suited to a high-growth, change-oriented business environment A degree-level education or equivalent experience is preferred Demonstrate exceptional oral and written communication Willingness to go the extra mile for extraordinary growth Proactive & solution-based approach to work. An ability to identify on-going process improvement Ability to overcome unexpected setbacks and issues English speaking Skills: Clear communicator, Learning, solution focused, developing, supporting colleagues, cross-functional communication, functioning in high performing team, winning Work Environment: This role is primarily office-based to provide hands-on leadership to the team, with flexibility for one remote working day per week. Get in touch with Phillip to find out more. phillip@projectusconsulting.com