Customer Success Manager Remote
Job description
Role:
As a Customer Success Manager (CSM) at Induction Healthcare you will be responsible for developing a positive customer experience, building powerful relationships with clients all to support brand loyalty and further product utilisation, across the full Induction product suite.
The CSM is responsible for working with a large number of accounts (Trusts and ICS’) across their assigned territory. Serving as the main point of contact, you will build and foster long-term relationships with each account on a personal level, working with them strategically to encourage deeper and powerful utilisation of our range of products and helping to scale in volume.
You will also work closely with various other teams within the Group, such as Marketing, Project Management, Product, Sales & Support to deliver the best service levels and ensure the best solutions to suit the client’s needs.
On a day-to-day basis you will be accountable for the swift escalation and resolution of all account related enquiries, including but not limited to billing queries, training support, and provision of product information.
Key Accountabilities
- Rapidly establish, develop and maintain sustainable and long-term relationships with each client, increasing their loyalty, and building trust.
- Continually assess the needs and business objectives of each account – this will include regular meetings both in person and remotely.
- Identify, develop and execute strategies for driving revenue growth for specific product lines across territories and each account.
- Develop initiatives for increasing customer retention and satisfaction
- Identify the information and resource requirements for each stage of the sales cycle - from proposal through to customer evaluation - ensuring that the Company achieves the best position as a supplier to each client.
- Work closely with Marketing to develop communication programmes which optimise the relationship with each account and maximise on the opportunity to deepen their utilisation of products.
Person Specification:
As we seek to scale our Customer Success function in line with business growth trajectory and targets, it is critical that our new hires can deliver speed to performance and contribute quickly and effectively to our commercial goals.
We want ambitious individuals who are up for exciting challenges in a highly dynamic environment – ultimately, who are motivated and able to navigate their way through business challenges to get the job done.
Although many skills required for the role are transferable, we place huge store in understanding first-hand the needs and challenges of our healthcare sector clients and end users, and the context they are working within, so that we can engage meaningfully with all the key stakeholders and decision makers. It is critical that we can provide them with the kind of unwavering confidence in our business that they need and deserve. We are looking for candidates who can demonstrate the following:
- At least 6 years’ experience of Customer Success, Account Management, or a similar function within the NHS environment
- A demonstrable track record of driving initiatives which have delivered results in terms of revenue generation, growth, and customer retention.
- A confident and capable relationship manager, with the gravitas required to communicate and influence across operational, clinical, and C-Suite level within an NHS environment.
- Strong interpersonal skills, with the ability to consult, collaborate, advise, and influence in the appropriate measure and a core willingness to learn.
- Sufficiently tech savvy to liaise effectively and knowledgeably with internal teams, as well as to understand, advise, promote, and explain relevant technical information to key stakeholders on the client side.
Job Types: Full-time, Permanent
Salary: £45,000.00-£55,000.00 per year
Benefits:
- Company pension
- Flexitime
- Referral programme
- Sick pay
- Wellness programme
- Work from home
Schedule:
- Flexitime
- Monday to Friday
Supplemental pay types:
- Bonus scheme
- Commission pay
Application question(s):
- How many years of NHS experience do you have?
- How many years of experience do you have in Customer Success, Account Management, or a similar function?
Work authorisation:
- United Kingdom (required)
Work Location: Remote
