Customer Liaison Specialist

3 weeks ago

Uppsala, Uppsala, Sweden Who Collaborating Centre For Int Drug Monitoring Full time
Would you like to work in a diverse, international environment alongside fantastic customers and colleagues, while contributing to the safer use of vaccines and medicines for everyone everywhere?

Uppsala Monitoring Centre (UMC) is looking for an energetic, client-focused team player to join our Customer Liaison section. In this role, you will be responsible for cultivating long lasting relationships and ensuring the success of a diverse client base. You'll be part of a dedicated, supportive, and organised team that prioritises delivering exceptional customer experiences, all within a collaborative and positive work environment.

About the role
The External Engagement department at UMC provides solutions and standardisation for the secure exchange and global use of pharmacovigilance data, managing the entire customer journey – from building awareness to ensuring customer retention. Serving clients in the life sciences sector, we operate in a global market and are looking to expand our team with a Customer Liaison Specialist.

We are looking for a highly motivated professional and a client-focused team player to join our Customer Liaison section on a parental leave cover contract that ends 1st of September 2026. You will have a vital role in ensuring the smooth enrolment of new customers, confirming that contracts align with business needs, and providing continuous support to customers throughout their lifecycle. You will work closely with the Customer Engagement section and other teams, offering your expertise in agreements and licences to ensure our business structures meet customer needs and legal requirements.

This year, following years of successful growth, our section is focusing on building a scalable enrolment process for new customers, implementing initiatives to prevent churn, and developing a long-term Customer Relationship Management strategy. As a Customer Liaison Specialist, you will play a key role in ensuring smooth customer onboarding, supporting contract management, and fostering strong, long-lasting relationships with our global customer base.

Key responsibilities

- Customer onboarding & enrolment: Partner with the Customer Engagement section to guide new customers through the enrolment process, ensuring they are properly introduced to our products and receive an excellent start to their journey with us.

- System setup & maintenance: Manage new customer setups in internal systems, ensuring efficient and accurate administration of enrolment and licensing tasks.

- Annual review: Assess customers' financial criteria and business changes, following up on updates to their needs and status.

- Customer Relationship Management & licence expertise: Oversee the administration and maintenance of internal systems related to customer management and licences, with a strong understanding of how our business structures and licences meet customer requirements.

- Customer-centric process development: Collaborate with cross-functional teams to refine customer journeys, ensuring streamlined, customer-focused processes.

- Contract life cycle management: Apply and tailor agreements to customer needs, gather feedback, and update contracts to align with evolving business models.

About you

- Mission-driven: Motivated by making a global impact in a non-profit setting.
- Customer-focused: Committed to customer success, providing empathetic and tailored support.
- Business-savvy: Skilled in contracts, licences, and business structures, ensuring compliance with contractual and operational needs.
- Analytical & proactive: Able to review data, anticipate challenges, and drive solutions to improve processes.
- Adaptable & resilient: Thrive in a fast-paced, evolving environment, remaining composed under pressure.
- Detail-oriented: Ensure accuracy in enrolment, licensing, customer processes and collaboration.
- Strong communicator: Clearly convey complex information to diverse audiences.
- Team player: Collaborate across departments, contributing to a positive work culture.
- Innovative & resourceful: Bring creativity to problem-solving and process improvements.
Essential experience and qualifications

- Education: A minimum bachelor's degree in a relevant field, preferably in business administration/business law and or natural science.

- Language requirement: Proficiency in business English is essential, as UMC's corporate language is English.

- Function builder: Enthusiasm for contributing to the development of new processes and contributing to improving the section.

- Multitasking & adaptability: Comfortable working in a fast-paced environment, managing multiple tasks and priorities simultaneously while adapting to changing needs.

- Team player: A collaborative spirit and a willingness to work closely with cross-functional teams.

- Systems and IT experience: Familiarity with CRM tools, ERP systems, Microsoft Office Suite, and other common sales administrative platforms.

Preferred qualifications

- Multilingual skills: Chinese, Spanish, Japanese, and/or any other WHO official languages, is a plus.

- Software proficiency: Experience with Teams, Salesforce, Visma Business, Oneflow.

- Life sciences industry experience: Additional experience in the life sciences sector, particularly in a customer-facing or administrative capacity.

Why join us?

- Impact: Play a role in improving patient safety globally within the life sciences industry.

- Growth: Opportunities for professional development and career advancement within a fast-growing team.

- Culture: Be part of a collaborative, innovative, and customer-focused team that supports one another and enjoys working together.

- Flexibility: Benefit from a hybrid working arrangement, healthcare benefits, wellness programmes, paid holidays, and more.

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