Customer Service Manager, Deciphex
+ Performance based annual increments
More information about location
Preclinical pathology software
Be an early applicant
Preclinical pathology software
101-200 employees
Be an early applicant
+ Performance based annual increments
More information about location
101-200 employees
Company mission
To enable users to facilitate digital peer review of non-clinical pathology studies.
Role
Who you are
- Knowledge in the digital pathology field will be a distinct advantage
- 1-2 years’ experience managing a Customer Service team
- Strong experience in data management and analysis
- Degree in a scientific field
- Ability to work tactically and respond dynamically to any troubleshooting requirements
- Experienced user of Excel with proficiency in the use of MS Office tools
- Proficient numerical ability to record, interpret and analyze data
- Excellent understanding of clerical principles, such as proper organization of important documents
- Superb decision-making and critical thinking skills
What the job involves
- The Diagnexia Customer Service Managers’ role will be responsible for ensuring a high level of customer satisfaction by providing excellent customer service, building strong relationships with key stakeholders, and continuously improving customer service processes.
- The manager also interacts with the UK lab team and case control team and works closely with cross-functional teams to ensure a seamless customer experience
- Act as the primary point of contact for customer inquiries and complaints, working to resolve customer issues promptly and efficiently
- Build and maintain strong relationships with key stakeholders in NHS sites, including clinical and IT personnel, ensuring that customer needs are met and exceeded
- Collaborate with cross-functional teams, such as sales, product, and technical support, to ensure a seamless customer experience
- Monitor customer feedback and develop strategies to improve customer satisfaction and loyalty
- Develop and implement customer service policies and procedures to ensure consistency and quality of service
- Analyze customer data and feedback to identify trends and potential improvements
- Participate in regular training of sites and provision of demonstrations of the software, partaking in site development activities to stay up-to-date on product releases and to consistently offer a high level of customer service
- Contribute to the development of marketing and promotional strategies for the UK as needed
- Assist with initial UKAS accreditation and maintenance of accreditation
- Managing part of the Customer Service team, including:
- ○ Line management of team members
- ○ Identification of resourcing needs and hiring of new team members where necessary
- ○ Motivate and develop teams to improve customer service and implementation process
- ○ Ensuring training and effective onboarding for new employees in collaboration with Team leads and HR Director
- Training required for the role, may include ISMS, GLP, DocuSign and GDPR awareness
- Working Hours: Total 37.5 actual working hours per week, or 7.5 hours per day (not including a 1 hour break)
- This position is work from home based in London or South UK. Travel will be required at least one day per week to client sites
Salary benchmarks
Our take
Pathologists are the core of diagnostics, but face increasing pressure as diagnostic complexity increases and the number of pathologists is in decline. This systemic strain means turnaround times for diagnoses are longer, and the chance of diagnostic error is higher. Deciphex is looking to address this with a regulated non-clinical pathology platform.
Deciphex has institutional and headline support, has collaborated with AstraZeneca and Janssen, and participates in a research program with pharmaceutical company Charles River. Reports suggest the platform has seen impressive uptake in the preclinical sector, so in spite of being relatively young this specialist niche is in high demand.
This all means Deciphex is in a strong position to keep expanding out its suite of tools and platforms. Its latest round of funding will support expansion across the US, UK, EU, Canada, and Japan. The company is also looking to enhance its capabilities, strengthen existing partnerships and broaden the type of customer it serves.
Steph
Company Specialist at Welcome to the Jungle
Insights
24% employee growth in 12 months
Company
Funding (last 2 of 11 rounds)
Jan 2025
$32.3m
SERIES C
Jan 2023
$4.3m
LATE VC
Total funding: $60.4m
Company benefits
- Cutting Edge Technology Space
- Multi Cultural, Diverse Team
- Autonomy & Trust in Your Role
- A Commitment to Flexible Working Arrangements
- Continued Learning and Development Opportunities
- Social Events
- Competitive Annual Leave
Company HQ
Botanic, Dublin, D
Leadership
Donal O’Shea
(Chief Executive)Has experience founding three companies prior to Deciphex, and has senior management experience in Slidepath, Genetix, Leica Microsystems and Leica Biosystems.
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