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M3 is the global leader in digital solutions in healthcare. We work with a range of sectors including healthcare, life sciences, pharmaceuticals, biotechnology and charities; services provided to these sectors include market research, medical education programs, promotional programs, clinical development, job recruitment and clinic appointment services. M3 has grown by more than 20% year-on-year for the past 15 years, achieving over 1 billion dollars in revenue annually.

Founded in 2000, with start-up investment capital from Sony, M3’s mission is to make use of the internet to increase, as much as possible, the number of people who can live longer and healthier lives, and to reduce, as much as possible, the amount of unnecessary medical costs. Key achievements of M3 Inc. include:

• Named in Fortune’s 2020 ‘Future 50’ list, ahead of Facebook and Amazon
• Ranked in Forbes’ 2020 Global 2000 list of the world’s largest public companies
• M3 is the only company incorporated after the year 2000 to be included in the Nikkei 225 Index
• Listed in Forbes’ ‘Asia’s 200 Best Over a Billion’ in 2019
• In 2020 M3 founded the ‘M3: Stop COVID-19 Fund’ and pledged one billion yen to support COVID-19 related initiatives

Due to our continued growth, we are hiring for a Customer Success Specialist to join RotaMaster.

About the Business Unit:

This role is part of RotaMaster, a subsidiary of M3 Inc., which has been providing online rota/HR tools to healthcare organisations since 1999. We’re always growing our products and moving into new markets. As of late 2020, we have two core products on the market – RotaMaster and Rotify.

RotaMaster is an established healthcare staff management system, used across the UK and Ireland by over 60,000 users.

Rotify is our brand new platform, launched in early 2021. The focus is on ease of use, speed of setup and – ultimately – making our customers lives easier.

As a Customer Success Specialist at RotaMaster, it’ll be your responsibility to ensure that our customers are getting everything that they possibly can from our range of staff management software. You’ll help them understand the systems and be focussed on helping our users adopt them into their everyday working lives.

You’ll do that by delivering consultancy, training and onboarding services to our customers, drawing on your wealth of knowledge on the products to support and advise on the different options customers have when using our platforms. You’ll also be an internal product expert, available to help our Support and Sales teams when they need a bit of product knowledge.

You’ll manage implementations of new RotaMaster customers, guiding them through the process from initial order and system setup through to project sign off and beyond, ensuring that customer experience is always exceptional. Additional responsibilities include:

• Offer organised and effective implementation management to multiple customers at a time.
• Create, customise and maintain project plans and trackers throughout the life of an implementation.
• Use product knowledge to conduct consultancy sessions with new and existing customers to ensure their use of the system is optimised.
• Deliver high quality, engaging online training to new and existing customers in a clear and professional manner
• Deliver high quality internal training to new and existing staff members

• A history of implementing with complex software platforms – preferably with healthcare customers
• Excellent verbal and written communication skills, with an ability to make the complicated simple.
• An ability to map customer requirements to system functions using analysis and initiative.
• Outstanding people skills with the ability to build up relationships both internally and externally.
• Excellent planning and organisational skills – with a clear appreciation of the importance of
• Preferred knowledge of Monday.com and HubSpot
• Preferred understanding of the NHS and UK healthcare structures
• Preferred history in Workforce/Staff Management

Benefits

• 25 days annual leave
• Group Life Assurance at 4x salary
• Pension scheme – contributions are 5% employer, 4% employee.
• Private health insurance (after completion of probation period)
• Cash back medical scheme (this will cover dental)
• Subsidised gym membership

• M3 reserves the right to change this job description to meet the business needs of the organization

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