Customer Success Manager Healthcare Software
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| Job Type | Permanent |
| Area | Homebased, United Kingdom |
| Sector | ITHealth - Health or Social Care |
| Start Date | |
| Job Ref | PH10557 |
- Description
Salary: Up to £50,000 depending on experience
As the Customer Success Manager, you will be responsible for managing and maintaining relationships with our clients’ software customers. Using a consultative approach, your primary focus will be on working with our clients’ customers to support them achieve their service goals through your expert knowledge of their operational practice and the company systems they use. This will include education of new products and services and identifying any new business opportunities. You will work closely with the product managers to communicate any product enhancements that customers may require and with their professional services, development teams and other internal departments to ensure that Inform software products continue to meet the customers' needs and expectations,
As a senior, highly responsible individual within the Sales Team, you will take full ownership and responsibility for the management of each customer account. Working to support healthcare professionals achieve their desired operational practice, the ideal candidate will have a strong technical background, within the health-tech environment with either a software solutions or Clinical background, excellent communication skills, and experience in managing complex accounts, experienced and be passionate about supporting healthcare organisation improve the care they offer.
Personal skills and experience
· Bachelor's degree in Computer Science, Information Systems, or healthcare related field or equivalent experience.
· 3-5 years’ experience in software account management, with a proven track record of building and maintaining strong client relationships in clinical software sales, account management or customer service.
· Excellent communication skills, with the ability to effectively communicate technical information to both technical and non-technical audiences.
· Strong problem-solving skills, with the ability to identify and resolve complex software issues.
· Extremely organised and self-disciplined and can demonstrate the ability to work remotely whilst maintaining links with the rest of the team.
· Experience of working in a fast-paced environment, with the ability to prioritize and manage multiple projects simultaneously.
· Ability to balance pressures of a small business alongside the needs of a customer.
· Ability to organise and manage multiple priorities and work effectively under pressure.
· Strong analytical skills, an Inquisitive and logical thinker who can take on multiple concepts.
· Ability to set expectations and communicate goals and objectives with customers at various levels.
· Passionate about making a difference in the Health Market.
Duties & Responsibilities include:
· Act as the main point of contact between the company and its healthcare clients
· Develop and maintain relationships with key decision-makers and stakeholders within the healthcare organisations.
· Facilitate strategic account discussions, to ensure a positive customer experience.
· Assist customers in achieving their objectives and long-term goals.
· Educate customers on new Inform features and product roadmap, in line with the company’s marketing plans.
· Provide product and feature demonstrations and presentations to potential customers and other departments within the company and to deliver pre-sales demonstrations to new customers
· Identify opportunities to grow business with existing Inform customers.
· Work to successfully carry out customer requests whilst meeting company goals.
· Determine the customer’s needs and provide effective solutions to ensure customer satisfaction in conjunction with Professional Services or Service desk where appropriate.
· Communicates customer needs and the associated market demands to the business.
· Collaborate with the sales and marketing teams to develop targeted campaigns and strategies to increase brand awareness, generate leads, and drive sales.
· Monitor industry trends, competitor activity, and new developments in healthcare regulations and compliance to identify potential opportunities and challenges.
· Produce quotations and proposals to a high standard in a timely manner.
· Maintain CRM data to provide regular update reports (at least monthly) on agreed objectives and targets, order pipelines, forecasts, etc.
Professional experience
· Ability to provide customers with a level of consultancy, ensuring they are getting the most out of their products and are kept aware of how other services are innovating or working in a different way to enhance their service delivery.
· Have an in-depth understanding of healthcare IT and be familiar with the terminology used in the industry. Strong knowledge of various electronic medical record systems, practice management software, and other healthcare software products.
· Possess a basic understanding of technical terminology related to software development, and methodologies, such as APIs, database architecture, and software development life cycle. SCRUM, ITAL etc. To communicate effectively with the software development team.
· Understanding software development concepts and an understanding of programming language terminology such as Java, Python, or SQL.
· Have a basic understanding of software testing and quality assurance to ensure that the software product is meeting the client's requirements and is bug-free.
· Have knowledge of Security Standards for healthcare including but not limited to; ISO27001, CYBER Essentials, DPIA’s GDPR and general patient confidentiality requirements.
· Strong understanding of healthcare industry trends, regulations, and competitive landscape.
· Familiarity with project management software and CRM tools, Salesforce, Jira, Mission Control.
Customer Success Manager
Homebased with travel to site once or twice a month (Skegness)
Up to £50,000 depending on experience
Permanent
PH10557
Wilde Associates is working in the capacity of an Employment Agency for this role
