Customer Success Executive - London, United Kingdom - MediShout

Description

Summary

MediShout is a unique and fast-growing startup that digitises operational pathways in healthcare so staff can deliver best patient care.

Our App is the first in healthcare for staff to report and resolve any non-clinical issue that delays them (e.g. faulty IT, broken equipment, missing stock, estates issues) whilst AI-analytics predict issues in advance. Our customers include large hospitals groups, global facilities management companies, and medical device companies with billion pound revenues. MediShout is entering an exciting growth phase and seeking a Customer Success Executive to deliver excellent customer service. You will offer support to all App users whilst using data to ensure fantastic adoption of our technology.

This is a hands-on role, you will be the first point of contact for our clients at all levels of their organisation; from frontline healthcare staff to senior healthcare executives.

You will work in a highly supportive environment and take on increasing responsibility over time.


About MediShout

• The world's first platform aggregating all operational departments and suppliers in hospitals
• Hospital staff can report any operational issue using our app or QR codes
• AIalgorithms predict operational issues in advance, such as faulty equipment
• Working with the world's largest medical equipment suppliers and facilities management companies
• Huge growth opportunity to scale globally by onboarding more suppliers
• Backed by renowned investors Episode1 Ventures, Nickleby Capital, KHP Ventures, Atomico Angels
• On the NHS Innovation Accelerator and Microsoft for Startups Accelerator
• The core values we seek in our employees:

(a) Be Trustworthy (b) Be Impactful (c) Be Empathetic (d) Be Insightful (e) Be Adaptable


The Job Role

Your Responsibilities

• Communication With Customers

(a) Manage our 'Information' and 'Support' mailboxes

(b) Respond to customer queries in a timely and accurate manner

(c) Identify customer needs and help customers use specific features and functionalities within our App

(d) Analyse and report product malfunctions to the Product Team

(e) Follow up with customers to ensure their technical issues are resolved

• Manage Customer Processes

(a) Own our "User Champions" process, whereby you actively seek our most active users, arrange online interviews and follow-up with regular contact to get feedback

(b) Help the Customer Success Managers to manage their projects as required

(c) Provide feedback to the Customer Success Team for any requests for training

(d) Attend online and on site meetings as and when required

• Data Oversight

(a) Gather data plus contact wards and users, or order to help the team prepare for onsite visits. For example help identify the teams or users whose App activity levels have dropped off
(b) Gather daily and monthly statistics and report these to the wider company


Requirements:

• Industry: have professionally worked with hospitals, healthcare staff or medical equipment suppliers
• Experience: experience working in a customer support or customer success role
• Travel: willing and able to visit clients in hospitals by a mixture of public transport and/or driving
• Communication: empathetic and friendly, build rapport with clinical and nonclinical stakeholders
• Exclusion: we are NOT looking for shortterm employees, contractors or freelancers

Characteristics Desired

• Trustworthy: be dependable and honest, deliver what you promise or communicate if you can't
• Impactful: passionate for improving global healthcare via technology, take pride in work, problemsolver
• Empathetic: treat colleagues and clients with respect, listen and understand challenges of the team
• Insightful: have insight into your strengths and weaknesses, be open to receiving and giving feedback
• Adaptable: manage complex processes in a rapidly changing environment, be flexible, cando attitude

Benefits
- £30,000-£35,000 (depending on experience) comprised of salary plus bonus, salary review at intervals

• Employee share options
• EMI scheme which vest at intervals
• 25 days annual leave, not including Bank Holiday
• Work laptop provided
• Hybrid working: minimum one office day per week, rest of week is work from home or visiting clients
• Travel reimbursement if visiting clients
• Monday to Friday (8.30am to 5.30pm)
• 6month probation period

What We Provide

• Personal development; be very supported by the senior management team
• Achieve career ambitions with a pathway to grow within the company
• Feel valued and empowered to contribute to company growth
• Work with a passionate, exceptional and smart group of individuals
• Flexible working where possible