Nonacus
Sales & Customer Success Executive (Service)
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About Nonacus
We’re an employee-owned company based in Birmingham in our 11th year of helping patients find cancer simply, quickly and accurately. We research, design and manufacture all products from our Quinton HQ, having supplied over 50 million test kits to dozens of NHS sites, every major UK private healthcare group and exporting to 38 countries worldwide. We’re looking for talented and driven people to help us achieve our vision of everyone on earth having access to simple, fast and accurate non-invasive cancer testing.
Purpose Statement
The Sales and Customer Success Executive is an integral part of the commercial team, providing day-to-day support to both the commercial team and customers. Our clinical services support healthcare professionals and their patients in the earlier detection of cancer, using non-invasive sample options such as urine and saliva. The role holder is responsible for growing the private sector business of our clinical services, identifying new opportunities and onboarding new customers.
The role also holds responsibility for managing existing customer accounts, including regular account review meetings. The role holder will provide responsive, hands-on support to customers, delivering a consistently excellent standard of service.
Main Duties and Responsibilities
Account Management
- Own and manage a portfolio of private sector accounts.
- Hold monthly or quarterly review meetings with customers to identify areas for further growth within the account, or areas for improvement.
- Support retention of accounts, working closely with the line manager where needed.
- Keep relationships warm through regular day-to-day contact.
Customer Support Enquiries
- Monitor shared mailboxes and handle inbound telephone enquiries, triaging and responding to customer support queries in a timely manner, and escalating to an internal expert where required.
- Resolve any questions or issues with referrals for clinical services, using the internal Nonacus Clinical Portal.
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New Business and Account Growth
- Identify new business opportunities through outbound prospecting and inbound leads.
- Research hospitals and clinics that fit our commercial strategy for business growth, and reach out to them directly as potential partners.
- Handle inbound enquiries relating to business growth and new customer interest.
- Track prospecting and opportunity activity in HubSpot.
Marketing and Customer Engagement
- Design and edit patient- and clinician-facing marketing materials, educational videos, and materials for conferences.
- Organise webinars, and write and send customer newsletters and service update emails via HubSpot, to support continued digital engagement.
- Create resource and welcome packs for customers, including FAQs for common queries.
- Continuously update the Nonacus Knowledge Hub, a live online platform for customers.
- Gather customer feedback through newsletters, surveys, and other engagement activity, and feed this back internally to improve processes and the customer experience.
Internal and Administrative Support
- Prepare for conferences and events, including logistics and materials.
- Maintain and update customer records within HubSpot.
- Process onboarding documentation for new customers, including quotes and contracts.
- Organise the dispatch and delivery of sample collection kits to customers.
- Keep internal documents, including customer materials and slide decks, organised and up to date, maintaining document control within the quality management system.
Major Interfaces
- Strategic Account Manager - Private Sector
- Wider commercial team, including the CCO
- Customers (healthcare professionals and patients)
- Marketing team
- Clinical and laboratory teams
- Logistics
- Quality assurance team
- Event organisers
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Desirable Experience
- Experience in the life sciences, diagnostics, or healthcare sector.
- Experience prospecting or generating new business leads.
- Experience coordinating events, conferences, or trade shows.
- Experience creating marketing materials or presentations.
- Knowledge of marketing communications and email campaign best practice.
- Understanding of quality management or document control systems.
Skills and Behaviours
- Passion and motivation - demonstrates genuine commitment to the role and brings energy and enthusiasm to their work.
- Confidence - comfortable expressing ideas openly and putting forward bold suggestions.
- Customer focus - consistently puts the customer at the centre of every interaction.
- Commercial drive - motivated to find and develop new business opportunities.
- Relationship building - builds trust and rapport with customers and internal stakeholders alike.
- Initiative - spots inefficiencies and proposes practical solutions without waiting to be asked.
- Team collaboration - works effectively across departments (commercial, marketing, clinical, laboratory, quality assurance).
- Adaptability - comfortable moving between prospecting, account management, service administration, and event support.
- Digital literacy - confident using CRM, AI tools, and document control systems.
Values and Culture
Our core values are based on trust and being open and honest with our colleagues and customers. We act professionally in all matters to ensure we deliver a high-quality service that can be relied upon. Quality is at the heart of everything we do; all staff are dedicated to carrying out their roles and responsibilities to the highest possible standard and are passionate about the work that we do.
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