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Why we need you?

The Junior Analyst (or Associate Customer Success Analyst (ACSA) as we call it) is a great role for someone starting their career and looking to develop their technical and customer relationship skills. This role will support, guide, facilitate and enable our customers to realise benefit from the implementation and adoption of Allocate products within their organisation utilising Allocate Insight to drive change. The key is to drive value, this will lead to adoption, retention, and ultimately high levels of customer satisfaction.

The ACSA will work closely with the Customer Success Technicians/Analysts, to ensure the customer continues to realise the benefits of the Allocate solutions they have in their organisation. The ACSA role will also involve a level of technical work and analysis utilising Allocate Insight to evidence improvements for their account listing.

Day-to-Day Challenges

• Developing and maintaining strong customer relationships
• Highlighting new product features which will help improve an organisations KPI’s.
• Supporting the wider customer success team to drive improvement for organisations.
• Assisting Customer Success Analysts with delivery of customer calls and reports.
• Supporting Customers (e.g.,1-2-1s, requirement gathering sessions, QA of new reports/dashboards, webinars and meetings, 1st Line Support for queries or issues regarding Allocate insight)
• Assist with the administration and distribution of supporting documentation for the Insight User Groups.
• Assisting with new documentation or training collateral to support organisations using Allocate Insight
• Ensuring CRM systems accurately reflect the customer position.
• Supporting enhancements of the Allocate Insight product through creating new technical items.
• Ability to spot a need the customer may not know they have via new features deployed or additional Allocate solutions.
• Virtual meetings are preferable but there may be the need to visit clients directly at times along with attending company events onsite.
• Supporting the team/business with any additional activities that may be required.

We’d love to meet someone, with most of the following

• Presentation Skills – Ability to deliver presentations to small/large audiences
• Analytical mind and ability to analyse large data sets
• Experience with either of the following: SQL, Python, VBA (desired, but not essential)
• Excellent proficiency in Microsoft Office Suite including Word, Excel, PowerPoint & Outlook
• Highly organised individual
• A fast learner to understand our products/solution suite
• Ability to function independently with a high degree of accuracy and accountability in a fast-paced environment
• Ability to successfully share best practices and make recommendations for improvement
• Brilliant at building and maintaining strong customer relationships
• Excellent communication skills and attention to detail
• Excellent problem-solving ability
• Excellent organisational skills, adherence to deadlines, ability to prioritise and manage multiple tasks at once

Why you'll love working here

• Join a friendly culture that encourages both collaboration and personal autonomy
• Experience an environment where personal growth and career development is encouraged
• Receive benefits that include private healthcare, health insurance, discounts and more.
• Experience hybrid work and flexible working to support your work-life balance

Is this you?

We offer a starting salary of £20,475 plus benefits.

The position will be primarily home-based, but you will need to travel to our Stoke-on-Trent office as needed.

Our Story

RLDatix is on a mission to change healthcare. We help organizations drive safer, more efficient care by providing governance, risk, compliance, and workforce management tools that drive overall improvement and safety. Our suite of cloud-based software helps organizations reduce healthcare-acquired infections, report on adverse events, and ensure patient safety learnings are deployed effectively.

RLDatix is truly global, with over 1,400 employees worldwide in the UK, Europe, Middle East, Australia, Canada, and the United States allowing us to be at the forefront of global patient safety and Governance, Risk, and Compliance movement. We envision a world where patients have access to the best and safest care possible and our team is made up of people who truly believe in what we do. We’re always looking for people who are passionate about making a positive change in healthcare to join our team. Come and make an impact in a growing organization committed to patient care!

Associate Customer Success Analyst

Business Unit: UK & Ireland Healthcare

Location: Stoke-On-Trent

Role Summary:

The Associate Customer Success Analyst (ACSA) is a great role for someone starting their career and looking to develop their customer relationship skills. This role will work across all three areas of the Customer Success Operations and Analytics team, to gain an understanding of how we support our customers and the wider Customer Success Department.

The ACSA will use their skills to support the Customer Success Analysts with supporting our customers in their use of the Allocate Insight report.

Responsibilities:

• Developing and maintaining strong customer and internal relationships.

• Highlighting new product features which will help improve an customers KPI’s.

• Support the wider customer success team to drive improvement for organisations.

• Assisting Customer Success Analysts with delivery of customer calls and reports.

• Entry into supporting some customers 1-2-1.

• Assist with the administration and distribution of supporting documentation for the Insight User Groups.

• Support customer focused initiatives/improvement programmes that will have objectives. These will be project structured that comprise of multiple people and roles.

• Ensure CRM systems accurately reflect the customer position.

• Support requirement gathering sessions with customers and internally.

• Be industry aware of new mandated or non-mandatory changes within applicable industries.

• Support the delivery of customer webinars and other customer facing meetings.

• Virtual meetings are preferable but there may be the need to visit clients directly at times along with attending company events onsite.

• First Line Support for organisations with how to queries or issues for Allocate Insight.

• Assist with the creation creating and identifying new documentation or training collateral to support organisations using Allocate Insight.

• Support the import of data into core systems.

• Support the team/business with any additional activities that may be required.

Key Performance Indicators

• Successfully complete an associate onboarding programme

• Allocate Accreditations

• Further KPIs to be discussed and measured through objective setting.

Key Skills, Qualifications & Experience

• Presentation Skills – Ability to deliver presentations to small/large audiences

• A fast learner to understand our products/solution suite

• Ability to successfully share best practices and make recommendations for improvement

• Ability to build and maintain strong relationships internally and externally

• Good proficiency in Microsoft Office Suite including Word, Excel, PowerPoint & Outlook

• Good communication skills and attention to detail

• Good problem-solving ability

• Strong organisational skills, adherence to deadlines, ability to prioritise and manage multiple tasks at once

• Would be an advantage but not essential, to have knowledge of the NHS eco system and jargon associated with the industry .