Digital Sales & Customer Support Executive

Purpose of the job position:

This role exists to grow revenue from iVigee’s digital products and keep the customers who buy them successful. You will be the dedicated sales and support contact for our digital portfolio only, you will not sell iVigee’s outsourced PV services, which remain with the wider BD team.

You’ll run the full cycle for digital products: qualifying inbound interest, running demos, managing trials, closing deals, onboarding new customers, and handling their day-to-day support questions. It’s an ideal role for someone early in their career who wants to combine commercial and technical skills in a fast-growing corner of life sciences.

MAJOR TASKS AND RESPONSIBILITIES:

Digital sales

·      Respond to and qualify inbound leads for iVigee’s digital products from the website, events, campaigns and partner referrals

·      Run discovery calls to understand a prospect’s PV workflow, safety database, case volumes and pain points

·      Manage / deliver product demonstrations and manage trials or pilots through to conversion

·      Carry out targeted outbound prospecting to biotech, pharma and CRO contacts, working with Marketing on campaigns

·      Prepare quotes with our CPL and contracting in line with the iVigee pricing framework, escalating non-standard terms to the CCO

·      Close subscription and licence deals independently; support senior colleagues on larger opportunities

·      Identify upsell, renewal and expansion opportunities within existing digital customers

·      Pass any enquiries for outsourced PV services to the BD team promptly

Customer support

·      Act as first-line support for digital customers by email, ticket, chat and video call

·      Onboard new customers: account setup, user training and getting them to first value quickly

·      Troubleshoot user issues, reproduce problems and escalate product and technical issues to the relevant product owner or IT team with clear documentation

·      Track support tickets through to resolution within agreed service levels

·      Build and maintain help-centre articles, FAQs, how-to guides and training materials

·      Gather customer feedback and feature requests and share themes with the product team

CRM, reporting & admin

·      Keep HubSpot accurate and current in line with the iVigee HubSpot SOP: contacts, deals, activities and tickets

·      Report weekly on pipeline, conversions, renewals and support metrics

·      Follow iVigee’s quality, data protection (GDPR) and information security procedures at all times 

Specific requirements for the position: