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Head of Customer Success

Customer Operations


Piggy bank icon D.O.E
location pin icon Hybrid / Belfast

Job Description

Our mission is to mobilise the healthcare workforce. And we are succeeding.

Locate a Locum has created an end: end workforce management software solution for the healthcare industry. We currently work with some of the biggest names in Pharmacy including Boots and Lloyds Pharmacy.

We are seeking an experienced Customer Success leader to join our customer-facing team. In this role, you will drive customer adoption, retention, and growth while ensuring exceptional customer experiences.

Your responsibilities will include designing and implementing a strategic framework to elevate customer success and leading a team of Customer Success Managers who deliver significant value to our customers on the LAL platform.

Reporting to the Director of Customer Experience you will have direct responsibility for the Customer Success function across the business.

Job Requirements

3+ years experience leading and managing a Customer Success team with a strong track record of success in a complex and constantly evolving business with minimal supervision

Direct experience in the successful design and execution of customer success strategy.

Demonstrated ability to achieve measurable results and drive continuous improvement in customer success metrics

Ability to deal with tight timelines, limited resources while delivering on time and within scope

Self-starter and strong leader with excellent people management skills

Inclusive management style but not afraid to challenge the status quo and willing to take calculated risks to achieve success

Solid ability to collaborate, influence and lead cross-functional teams involved in the customer journey

Strong business acumen, excellent communication, organisational and conflict resolution skills with great attention to detail

Good knowledge of software services and solutions with proven ability to deliver significant value to customers

Knowledge of software development and change control methodologies Proven ability to plan, delegate and manage responsibility and delivery.

Deep understanding of customer success best practices and ability to provide innovative ideas and solutions.

Desirable Experience

Significant subject matter experience and expertise in the similar software industries (b2b saas).

Familiar with software development lifecycle and processes and go to market strategies.

Job Duties

Support the Director of Customer Experience in designing and delivering a customer success strategy that supports the client journey and ensures continuous evolution of experience:

  • Understand the customer journey across the business and design and execute improvements to address risks and opportunities, delivering against the long-term future journey of the customer

  • Ensure the Customer Success strategy focuses on how LaL can differentiate itself across the current and future product portfolio

  • Identify new opportunities with existing customers and drive the use of additional LaL features within organisations that would benefit and are ready to adopt

  • Develop and grow customer relationships by understanding their business needs, products and goals and provide solutions to meet their needs

  • Develop strong relationships with key stakeholders across our customer base to maintain a 360 view of our customers

  • Drive accountability and resolution of issues

  • Design and deliver the necessary tools for understanding and managing poor application use and proactively look to communicate best practice using the appropriate medium

  • Design and deliver improved ways of working that promotes efficiency, effectiveness and will ultimately lead to ongoing improvement to customers’ experience.

Lead and manage the Customer Success team:

  • Lead, mentor and develop the Customer Success team fostering a collaborative high-performance team culture

  • Be responsible for driving and meeting team KPIs including relevant adoption, retention , growth and renewal KPI’s

  • Drive customer success activity, processes and metrics to report on effectiveness

  • Ensure technical customer issues are escalated appropriately and prioritised right through to closure

  • Design and deliver improved ways of communicating with customers on service-related matters

  • Gather and analyze customer feedback to identify areas for improvement and Implement changes based on feedback to enhance the customer experience.

  • Identify opportunities for upselling and cross-selling to existing customers and collaborate with the sales team to expand customer accounts and drive revenue growth.

Contact

Click apply now or send your CV to Recruitment@locatealocum.com with your salary expectations

We love working with local agencies, we'll be in touch if we need your support!

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.

We value your privacy

We use cookies to enhance your browsing experience which includes the use of strictly necessary cookies on our website. However, we would like to use additional cookies, these cookies allow us to distinguish you from other users of our website. This helps us to provide you with a good experience when you browse our website, but we need your consent to do this. We will only set additional cookies if you agree.  Read More