Account & Customer Success Manager

The Role

We’re looking for a highly driven individual who is passionate about customer success and has excellent people skills to be able to act as a key point of contact for customers. You are strategic, creative, resourceful and a real problem solver with a can-do attitude.

The Account & Customer Success Manager is a customer-facing role, aligned to supporting the roll out of our products as the main point of contact for all matters relating to customer concerns and needs post sale. 

In our case, success is driven by nurturing good relationships and optimal utilisation of our mental health tech products. This is accomplished by enabling customers to realise and experience value from our products, monitoring indicators of customer success, addressing customer concerns, and supporting them to better use our technology/products to meet their goals and objectives. Having established trust and loyalty, this role seeks to naturally progress and strengthen long-term partnerships while identifying potential upsell and cross-sell opportunities and engaging sales efforts accordingly.

Key responsibilities

• Build values-based relationships with customers
• Staying on top of accounts, making sure they’re receiving services and addressing their needs
• Identifying opportunities for improvement and inspiring the team to realise them
• Partner with sales, product and support to ensure successful deployment of our solutions and service offer
• Manage risks to customers’ success, identify root causes, define and activate solutions, and deploy cross-functional support to resolve
• Manage customer metrics, including usage data, health indicators, and renewal dates in alignment with objectives
• Work with sale/business development and other internal teams to develop strategic marketing plans and ensure KPIs are being met
• Evaluate product adoption maturity level and address roadblocks
• Maintain accurate client records, keeping track of any contract updates and renewals
• Develop a thorough understanding of our products and service offerings to better up-sell and cross-sell to clients
• Implement revenue management practices driving accountability and goal alignment; revenue retention and growth strategies including value realisation, renewal execution, risk management and customer growth
• Define and execute renewal methodology aligned with customer priorities to positively impact revenue and reach
• Construct and implement customer success plans, driving customer value realisation
• Share thought leadership with customers based on needs, resulting in strengthened customer trust
• Identify and qualify opportunities to improve business, working in close collaboration with sales/business development
• Generate progress reports for customers and management

What We Look For in a Candidate

• Experience: 3+ years of customer success or account management experience within the health technology industry
• Start up experience will be a bonus!
• Ability to multitask and juggle several responsibilities simultaneously
• Education Level: Bachelor's Degree or equivalent work experience
• Excellent communication and interpersonal skills with the ability to build strategic relationships within customer accounts
• Strong analytical skills with the ability to translate data into customer insights and leverage customer engagement strategies
• Good attention to detail and organisational skills
• Experience in collaborating and guiding cross-functional teams (e.g. Sales, Product, Marketing, Service Delivery and Service Management)
• Ability to work closely with the customer and effectively negotiate directly with them, and internally on their behalf
• Preference for experience working with customers in the health and social care industry
• Effective and confident decision making based on commercial principles
• Working knowledge of Google Suite applications

Diversity

As a diverse team we are keen to receive applications from people of all backgrounds, ages, and types of formal or informal education. All applicants must have the right to work in the UK. 

Working pattern

We are working from home 70% of the time, and have access to a lovely co-working space in Central London that we use for 1-2 days each week.

Great things about working here

• Female led and diverse company
• Driven, go-getting culture
• Multi-award winning company
• Company previously backed by the NHS, Innovate UK and partnerships with NIHR funded medtech cooperative, University of Reading and others in health care and academia.
• We are an early stage enterprise, so you’ll be responsible for helping grow the team

How to apply

To apply please send your CV with a Cover Letter to [email removed - click apply for more details] explaining why you think you are suited to this role.

The application deadline is 30th May 2022 (applications will be reviewed as they are received)

If your application fits with the requirements of this role then we will organise an interview via Zoom. We will maintain a high level of confidentiality for all applicants.

Timings

We are looking for the right person to be able to start at a 1 month notice period.