Customer Onboarding Specialist

**About X-Lab**

X-Lab has been around since 2006 but it is the last few years in which we have seen our business transform as we grew from a UK-only business to having customers across the US, Europe and Australia.

Our core product, Labgnostic, is a service which connects almost 200 diagnostic organisations (primarily pathology labs) together through exchange hubs across Europe and the US. 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 around half a billion COVID-19 results for UK citizens.

While we’ve been operating in the UK for almost 19 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.

Over the last few years, X-Lab have developed two new products;
- 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.
- LabgnosticEQA allows users to manage all of their external quality assurance testing from a range of EQA providers through a single UI and connection to their lab.

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

Whilst this is a remote position, and our team lives in lots of different locations around the globe, we do make the effort to meet as regularly as possible as a team for work and social purposes. We encourage a warm and friendly culture which sits at the heart of X-Lab.

**About the Role**

We are looking for a motivated, technically skilled individual who enjoys working with customers and can excel in a demanding environment.

As a Customer Onboarding Specialist, you will develop comprehensive product expertise that will enable you to confidently deliver a positive onboarding experience across our entire product range and international markets.

We believe that a fantastic customer experience is essential throughout the customer lifecycle, and onboarding is a critical first step in that process.

**You will be responsible for**:

- Managing a high volume of demanding customer projects, across multiple products and time zones.
- Working independently to guide customers through onboarding implementation phases. Our product implementation focuses on two core elements:

- Technical set up: Network connectivity, understanding of HL7 interface requirements for system testing, system configuration and troubleshooting.
- Testing phases: Being a product expert to manage customer implementation testing, use your technical knowledge to troubleshoot the source of any issues, in addition to leading customer calls and managing customer deadlines and documentation.
- Providing tailored product demonstrations to potential customers.
- Establishing strong relationships with customers and ensuring they receive superior service.
- Providing a period of post go-live support prior to BAU with the goal of ensuring that customers continue to recongise the value of our products after handover.

**About You**

**Key Requirements**:

- Experience delivering SaaS products, ideally in the healthcare tech industry
- Technical aptitude and a proactive approach to problem-solving
- Strong project management skills with the ability to manage multiple projects simultaneously

If you meet these criteria and thrive in a fast-paced, dynamic environment, we encourage you to apply.

**Essential**
- 5+ years of experience in IT software implementation or project management
- Demonstrated success in delivering technical IT projects
- Foundational understanding of HL7 messaging
- Excellent communication skills with the ability to manage stakeholders at all levels.
- Experience in concurrent implementation of multiple products
- Ability to work across multiple time zones

**Desirable**
- Prior experience using CRM systems
- Experience in healthcare technology or laboratory settings
- Background in laboratory systems integration
- Hands-on experience with HL7 messaging
- Experience with Site to Site VPN and network troubleshooting
- Familiarity with ordercomms solutions and/or lab quality assurance systems and workflows (EQA).

**Benefits**
- Unlimited annual leave, in addition to UK bank holidays
- Remote-first flexible working
- Birthday meal
- Electric car (salary sacrifice 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.
- EMI Options

**How to Apply