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    Customer Success Lead - United Kingdom - Perci Health

    Perci Health
    Perci Health United Kingdom

    5 days ago

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    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.

    1 in 2 people are affected by cancer and more people are surviving. 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 an ambitious and hardworking team who believe in putting purpose at the core of everything we do. 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 management
    • Be 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 15th 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 on Friday 17th and Wednesday 22nd May.

    Where applicable, our positions are subject to reference checks and Enhanced DBS Disclosures, or equivalent, which will be completed upon successful application. All applications will be managed in line with our organisational requirements.

    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.
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