Customer Success Coordinator

7 months ago

Leeds, United Kingdom X-labsystems Full time

**Job Specification**

**Role**:Customer Success Coordinator

**Company**:X-Lab Ltd, Joseph’s Well, Leeds, LS3 1AB.

**Starting date**:ASAP

**Salary**:£25,000 - £28,000

**Hours**:37.5 hours a week

**Reporting to**:Principal Relationship Manager

**Location**:Hybrid (within 20 miles from Leeds office LS3 1AB)

**X-Lab is currently offering an exciting role for a Customer Success Coordinator to join their growing team. This is a great opportunity for someone who is looking to start or further their career within healthcare technology to join a fast growing business as part of the Account Management team and the wider Customer Success function.**

**About X-Lab**

Our core product, Labgnostic, is a service which connects almost 200 diagnostic organisations (primarily pathology labs) together through exchange hubs across Europe, US and Australia. Labgnostic - which has historically been marketed under NPEx (the National Pathology Exchange) in the UK - is the market leader in the UK and, was the data infrastructure for the UK’s national COVID-19 testing response which saw the service process more than 300 million COVID-19 results for UK citizens.

While we’ve been operating in the UK for over 17 years, X-Lab has the appetite for growth, opportunities, and scalability of a start-up. As we continue to grow, we’re looking to expand through both the diversity of our product offering and with our geographic reach of our already multinational service to global markets, notably in the US and Australia.

X-Lab’s new product, called LabReach, is in the pilot phase across the UK. LabReach acts as an order communications portal to enable end users, from any organisation or location, to more easily order tests and receive results from any lab.

Ultimately, our vision is to be the leader in connecting the world's diagnostic systems to improve healthcare for all.

**About the Role**

We are looking for an enthusiastic, ambitious and passionate individual who can work independently as well as part of a team. As the Customer Success Coordinator, you will serve a core function in the Customer Account Management team. As part of your role you will work closely with the wider Customer Success function and contribute to cross functional collaboration with the rest of the business.

Your responsibilities will include:

- Manage all elements of our annual renewal cycle including but not limited to: contracts, quotations, purchase orders and payment.
- Monitoring customer usage habits and working with the Account Managers to devise strategies for promoting the product to increase usage and inform commercial discussions.
- Manage our Customer Relationship Management (CRM) tool, ClientSuccess.
- Proactively observing customer account health and responding accordingly when a customer may require an intervention.
- Working with the marketing and product teams to develop customer newsletters and other promotional materials.
- Designing and developing automated customer communications and surveys, including a quarterly Net Promoter Score (NPS). Capture survey feedback and respond or escalate where appropriate.
- Develop and manage a customer training strategy in partnership with Customer Support.

**About you**
- Previous experience in a customer service capacity.
- Previous experience or willingness to learn and use a variety of different tooling across the business (Google documents, Google Shared drive, MS Teams, CRM software, Slack etc).
- Strong organisational skills including attention to detail and multi-tasking skills.
- Critical thinking and problem solving skills.
- Excellent customer-facing, written and verbal communication skills.
- Thrives in a collaborative environment.

**Benefits**
- 28 days holiday, in addition to UK bank holidays,
- Birthday meal,
- Electric car and cycle to work scheme,
- Company outings, social events and wellbeing initiatives,
- Life Insurance,
- Comprehensive Employee Assistance Programme to provide mental health, virtual GP, counselling and financial management support.
- Employee engagement platform for reward and recognition.

**How to Apply

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