Digital Sales & Customer Support Executive

Why choose iVigee?

iVigee is a physician-lead pharmacovigilance exclusive company, combining deep regulatory expertise with AI-enabled tools (such as iViReg, iViTracker, iViSight) to support clients' drug safety life cycles.

Founded in 2021, all our leaders have years of experience in all areas of pharmacovigilance - science, regulations, and technology. Our acquisition strategy allows us to attract and choose both the best global talent, and companies.

Our world leading Pharmacovigilance Intelligence platform iViReg is the first to truly focus on the needs of PV professionals, and as we open that system up with our AI interface, we continue to embrace the current and future needs of the pharmacovigilance community and demonstrate our commitment to it.

Our advanced expertise in pharmacovigilance and technology keeps us two steps ahead, delivering sustainable, progressive, and seamless solutions. With strategic centres of excellence in Europe and the US, and our network of experts in over 150 countries, we service the complex global needs of our clients with speed and ease.

We hire for values as much as we hire for expertise. Our culture is built on a shared belief in doing PV the right way, with honesty, ambition, and a genuine care for the work. If these values resonate with you, you'll fit right in.

Fearless

We are not afraid of big tasks and challenges. Not timid to speak up, not timid to ask. Always seek and speak the truth.

Trustworthy professionals

Our competence gives us confidence that we will deliver on our promises. We do it with integrity and quality that earns trust. We do it with a smile, as we love our work that makes our clients happy, saves life and prevents harm.

Enabling innovation

Best practices and tools are giving us our competitive advantage. We are early adopters. We iterate frequently to be better than yesterday, every day.

Sustainable manner

We are interested in long-term relationships, lasting solutions, and good work-life balance. We improve our environment, support communities, raise talent, and build our company to last.

As a company applying the Topgrading methodology, we conduct a thorough recruitment process covering your career history, achievements, challenges, important decisions and key professional relationships. At the final stage, shortlisted candidates will be asked to arrange reference calls with selected former supervisors.

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: