Customer Success Executive (Locums)

Job Description

Role Overview:

As a Locum Success Executive, you will ensure that locums receive value from our platform through a combination of proactive outreach and automated engagement. You will focus on driving satisfaction, adoption, and retention, with enhanced support for high-value locums and LAL Pro subscribers.

Job Requirements

Key Competencies:

• Results Orientated: Consistently meet or exceed predefined Key Performance Indicator (KPI) targets across relevant areas of responsibility.

• Effective Communication Skills: Ability to communicate effectively in both verbal and written forms to communicate with locums as required.

• Attention to Detail: Demonstrate superior attention to detail in all aspects of work, ensuring accuracy and precision in tasks and communication.

• Computer Literacy: Highly proficient in utilising computer systems, software, and tools relevant to locum success operations including CRM/CSM tools.

• Team Collaboration: Proven ability to work collaboratively as a team player with a positive "can-do" attitude, fostering a supportive and inclusive work environment.

• Interpersonal Skills: Possess a friendly and empathetic personality, building rapport with customers and team members to facilitate effective communication and problem-solving.

• Confidence and Charisma: Demonstrate confidence and charisma in approaching, engaging, and integrating locums, instilling trust and enthusiasm in interactions.

• Understanding of Customer Needs: Capable of understanding customer needs and communicating, collaborating and problem-solving effectively to meet those needs as required.

• Customer-Centric Focus: Dedicated to delivering an exceptional customer experience, going above and beyond to meet customer needs.

Job Duties

Our ideal Locum Success Executive will have demonstrable experience of the below:

• Customer Management:

  • Oversee a large portfolio of locums, delivering value through scalable, low-touch engagement.
  • Assess customer priority level and provide higher levels of service for high-value locums and LAL Pro subscribers.
  • Build, manage and nurture relationships with locums within an assigned region.

• Data-Driven Insights:

  • Monitor locum activity (shift searches, applications, and bookings) to identify trends, engagement opportunities, and at-risk locums.
  • Communicate insights to the wider Customer Success team and work collaboratively to continuously improve customer experience.

• __Health Checks: __

  • Automate regular account check-ins to ensure locums benefit from the platform, escalating for personalised support where needed.

• __Upsell & Renewals: __

  • Drive renewals of LAL Pro subscriptions and identify upsell opportunities.

• Collaboration:

  • Work closely with sales, support, and product teams to address locum needs and enhance the overall customer experience.

Contact

We are an equal opportunities employer and we welcome applications from all suitably qualified persons regardless of their sex; religious or similar philosophical belief; political opinion; race; age; sexual orientation; or, whether they are married or are in a civil partnership; or, whether they are disabled; or whether they have undergone, are undergoing or intend to undergo gender reassignment.