Customer Onboarding and Success Representative - Birmingham, United Kingdom - Ally Labs Ltd

Description

Ally Labs is on a mission to help care homes easily provide safer care for their residents whilst freeing up staff time.

We have an exciting opportunity for someone who is passionate about coaching care staff, onsite, to help transform lives.


About Ally

Our resident acoustic monitoring system,
Ally, uses AI to intelligently alert care workers when residents need assistance by monitoring and interpreting residents sounds and motion.

This has proven to significantly reduce resident falls, hospital visits and helps release staff time, (
NHS Digital study).

We are growing rapidly and since launching in 2020 now have the full support of the
NHS Digital Transformation Fund to implement our technology over 20% of residents in care homes in the UK over the next three years, that's up to 80,000 people who will be able to benefit from safer care with Ally.

The Role
This role is for you if you enjoy successfully onboarding and training a care home.

You will travel to site, install our plug and play devices in each residents room and then train key care staff, from managers to care staff to use our App.

You will be there to support and encourage the staff during the initial part of the carers night shift.

To ensure the care home is fully engaged, you will then review and follow up with the care home manager.

• Travel around the UK and staying overnight is a requirement for this role. This will be 23 nights per week. Training for night staff is often run over 2 sequential nights, commonly between 710pm at night. You should be comfortable with working in your evenings and will get down time the following day._
• A majority of our customers care homes are south of Leeds and so a more central location may help._

Key Responsibilities

• Enthusiastically training care home staff, at all levels
• Travel around the UK to Install the Ally System in care homes
• Provide remote aftercare support to care homes, and help coach them to use our system and adopt it as part of a cultural change
• Present data around impact of system use and identify areas for the care homes to improve from system reports
• Take ownership of customer enquiries with a positive approach
• Share internal feedback to constantly innovate and improve our delivery processes and training

Who you are

• Confident communicator, to all levels of staff
• Passionate software trainer, preferably on customer site
• Ability to maintain records, with good attention to detail
• Highly organised, analytical and process orientated.
• Experience of installing and setting up Apps and plug and play devices
• A problem solver When responding to a customer query, you will need to think around the problem, understand the root cause and help them fix it.
• Be confident to report feedback to the team and highlight issues and where support is needed
• Ability to prioritise a varied workload
• Knowledge of CRM, ideally Hubspot and Intercom, is beneficial but not essential

Salary:
Up to £32,000.00 per year


Schedule:

• Monday to Friday

Application question(s):

• Why are you interested in this position and why do you think you are suitable?

Experience:

• Customer Training (preferred)

Work Location:
On the road