Customer Engagement Executive in Oxford

Customer Engagement Executive

About GPAS :

Global Pathogen Analysis Service Ltd (GPAS Ltd) aims to revolutionise the diagnosis and treatment of infectious diseases by developing Whole Genome Sequencing-based metagenomic and individual pathogen clinical tools with the ultimate aim of developing an ‘always-on global pathogen metagenomics system with the ability to identify Pathogen X and provide early warning of disease epidemics.

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Built by a long-established world-leading pathogen genomics team from the University of Oxford, supported by the cloud computing scale and security of Oracle Inc, and generously funded by Larry Ellison, GPAS is a global, turn-key solution that systematises how data from genomic sequencing is processed.   

GPAS Ltd is delighted to be joining the Ellison Institute of Technology, Oxford, as part of the Health and Medical Science Humane Endeavour.

This partnership will ensure that we can reach our goal of developing pipelines to analyse a broader range of pathogens and deliver solutions to laboratories, hospitals, and public health organisations around the globe.

The Role:

The Customer Engagement Executive is responsible for ensuring excellent customer experiences.

You will be responsible for maintaining a pipeline of potential customers and will work closely with the Product Manager to engage with GPAS’s existing customer community.

Reporting to the COO, you will be integral in delivering GPAS’ mission of creating a global community of collaborative users to respond to the challenge of endemic and epidemic infectious diseases.

Responsibilities include:

• Mapping our market, developing and maintaining a customer pipeline.
• Maintaining a reliable, robust and compliant Customer Relationship Management (CRM) system.   
• Working closely with the Product Manager to respond to customer enquiries, deliver user groups, and support product demonstrations.
• Triaging issues and questions to the appropriate internal teams.      
• Mapping competitors, stakeholders and potential partners, and maintaining a database of key players in the pathogen genomics ecosystem. 
• Working with the Product Manager to build an engaged community of users.
• Ensuring a positive customer experience, acting quickly to address feedback, and working to ensure customer retention. 
• Supporting procurement/tender processes, working closely with internal colleagues and external partners to develop GPAS’ submission.
• Contributing to the development of sales and training materials.
• Supporting with the development and delivery of customer conferences, events and meetings.

Person Specification:

We are looking for someone who is highly motivated, proactive and has a desire to develop their experience within a customer facing position.

You will be someone who can work collaboratively, and who acts with honesty, integrity and good judgement.

Overall, passionate about using technology to improve global health. 

Whilst specific qualifications are not required, skills and experience should include:

• Experience of working within a client facing role in health or technology. 
• Demonstrable track record of success in a start-up and/or scale up environment.
• A strong track record of delivering exceptional customer experiences.  
• Exceptional interpersonal and relationship building skills.
• Excellent organisational and record-keeping skills.  

Nice to haves:

• Experience of rapidly-scaling organisations, Software as a Service (SaaS), and genomics are welcomed, but not essential.

What we can offer:

We’re a close knit, collaborative small team.

We’re building a team with a people-first culture.

Joining GPAS is an opportunity to help shape a cutting-edge technology with the capability to dramatically improve clinical diagnostics and treatment. 

• Competitive salary 
• 28 days holiday + 8 public bank holidays, with carry-over into the next year and additional compassionate leave 
• Additional employer contribution to the workplace pension scheme (5% matched)
• Enhanced sick pay  
• Group life cover  
• Private Medical Insurance
• Employee assistance programme 
• Staff training budget 
• Cycle to work scheme 
• Volunteering days 
• Access to Perk Box that provides special offers from a wide range of companies 

GPAS Ltd is committed to promoting equal opportunities in employment, and actively encourages applications from under-represented groups in society.

We are open to applications for part-time and flexible working arrangements.