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Customer Success Lead - London, United Kingdom - Perci Health
Description
About Perci Health
We're a fast-growing healthtech start-up innovating cancer care by connecting healthcare professionals with the growing population of people living with cancer.
Once cancer treatment has finished, healthcare providers are not set up to treat the personalised needs of this growing population.
Perci is a safe space to access qualified healthcare providers and ask anything, from mental health and fitness to sexual therapy and nutrition.
Our goal is to reduce the impact of cancer on individuals, families and society as a whole by building the world's most effective cancer support platform.
We want to live in a world in which people impacted by cancer have easy access to safe information, and sustained, quality holistic care, supporting them in living healthier and more fulfilled lives.
We are building a new kind of business, seeking change makers and innovators, who are excited about creating a positive impact on the lives of millions of people.
OUR VALUES
We are ruthlessly compassionate.
We are determined to do the right thing - for our team, our members, our professionals and our external environment
We participate from a conscious and inclusive standpoint
We balance kindness with fearlessly high expectations
We are part of the solution.
We disrupt and question the status quo
We are curious, critical thinkers
We strive to simplify the complicated
We are governed by science and factual insight.
We are a trusted source with tangible, measurable impact
We drive meaningful change
We believe that a quality outcome is not a quick fix so may take time
Job Description
This role will form an important part of the Operations team, reporting to our Chief Operating Officer (COO).
As our member (patients) and professional (clinician) communities grow, we are looking for a confident, proactive and adaptable individual who can drive seamless customer experiences, lead the Customer Success (CS) team and be the first point of escalation for day to day issues within the team.
The successful candidate will be responsible for leading on Customer Success projects, growing the Customer Success team in line with business growth and advocating and driving positive changes within the team.
We're looking for a Customer Success Lead to work closely with the Operations, Customer Experience, Clinical and Technology teams to continuously improve member and professional experiences.
We need somebody who is a natural problem-solver with a positive "can-do" attitude and a passion for simplifying and creating efficiencies within processes.
Someone who is not afraid to think outside the box and challenge the status quo.
The ideal candidate will be comfortable adapting the role to the needs of the business, applying and growing a breadth of skills that includes enhancing communication and relationship-building.
You should be:
Naturally collaborative with strong communication and listening skills
Highly organised and detail-oriented
Resourceful and a quick learner
Thrive on balancing multiple priorities
Requirements
Role Responsibilities:
OPERATIONAL DELIVERY
Work with cross-functional teams to build new processes, reduce friction, and resolve member requests and issues.
Own Customer Success team task management to ensure the organisation, prioritisation, and alignment with broader business objectives
Spearhead the organisation and execution of Customer Success team meetings
Drive continuous process improvement/efficiencies for the Customer Success team
Work closely with the Member Experience Manager and Head of Clinician to optimise onboarding experiences for members and professionals
Oversee month end AHP payment runs, clearly communicating any issues as early as possible
Maintain an up to date CS manual, amending this as and when processes are introduced or changed
Maintain a deep understanding of all Perci products and services and ensure the CS team is kept up to date on changes to product(s) and/or services and any impact that these will have on the member and AHP communities
PEOPLE
Accountable for the leadership and direction of the CS team with strong levels of staff engagement
Ensure effective onboarding and training processes are in place for all new CS hires.
Ensure systems are in place to identify poor performance and that any individuals identified are appropriately supported and managed
Manage CS team effectively, delegating appropriately and holding staff to account for the delivery of specific objectives and targets
Undertake annual performance reviews of all direct reports
Work with the COO to build a pipeline of talent that will sustain the performance of the CS services in the future
Have an overview of mandatory training compliance
Lead on CS recruitment and retention initiatives
REPORTING AND ANALYSIS
Monitor CS key performance indicators (KPI's) regularly and escalate any potential breach of these in a timely manner
Monitor CS service level agreements (SLA's) regularly and escalate any potential breach of these in a timely manner
Act as the internal voice of the member, communicating valuable insights and themes to senior management team
Use data to drive continuous improvement within the CS team processes
GOVERNANCE
General
Write and/or review CS policies as required
Write and/or review CS standard operating processes (SOP's) as required
Oversee AHP credentialing beyond onboarding (professional registrations, indemnity insurance, DBS certificates etc)
Incident management
Act as investigator for all incidents relating to CS, providing feedback on the cause of the incident, proposed future mitigations and lessons learnt
Liaise with the internal technology team to escalate bugs/tech issues raised by members and professionals - ensuring regular updates are provided to the reporter.
Complaints managementBe the first point of contact for complaints received by the CS team
Ensure all complaints are logged within the system
Allocate the most appropriate individual, depending on the nature of the complaint, to act as complaint manager
Ensure all complaints are investigated and closed within a 30 day period
Data protection
Escalate all Subject Access Requests received from members or professionals to the Leadership team
Person Specification:
Essential
4+ years experience as a Customer Success lead at a digital health tech company preferred or in customer-facing roles
Highly self-motivated and excited to collaborate cross-functionally in a fast-paced and fast-growing environment
Proficient in Excel or Google Sheets
Passion for designing processes that scale
Clear communicator with professional presence
Strong attention to detail, and an ability to thrive in ambiguity
Previous experience leading and growing a team
Comfortable leading a team within a remote environment
Strong interpersonal and verbal, written, and presentation skills, ability to persuade and influence internal and external stakeholders
A natural problem solver with the ability to think outside the box
Desirable
Experience of working in a start-up environment
Experience using feedback to drive improvements
Experience working within a regulated industry
Comfortable communicating with stakeholders at all levels
Previous experience with Zendesk
Benefits
Perci Perks
30 days annual leave, plus public holidays;
Income protection cover;
3 days paid annually to volunteer at a charity or community group of your choice;
Progressive maternity and paternity support;
Company laptop and any additional equipment required for the role;
Company outings and team building days;
Flexible, remote working plus co-working passes
Hours
Full-time (40 hours, 5 days per week)
Location
We are a remote-first team with the majority of us based in and around London, UK.
Closing Date:
Closing Date for Applications is May 22nd 2024. Please note this may occur sooner if applicant numbers are high. Please note that due to the high number of applications, only shortlisted candidates will be contacted.
Telephone screening calls will be held in late May/early June. Shortlisted candidates will be contacted nearer the time with dates and times.
Where applicable, our positions are subject to reference checks and Enhanced DBS Disclosures, or equivalent, which will be completed upon successful application.
Perci Health is an equal opportunities employer, ensuring that all applicants are treated equally and fairly throughout our recruitment process.
We are determined that no applicant experiences discrimination on the basis of sex, race, ethnicity, religion or belief, disability, age, gender identity, ancestry, sexual orientation, veteran status, marriage and civil partnership, pregnancy and maternity, or any other basis prohibited by applicable law.