Customer Success Consultant

Based in Newcastle
- Competitive salary
- Generous benefits

**Background**:
Agilio Software Group is the UK’s largest provider of back office,
compliance, and workforce solutions in primary care and dental.
We have ambitious and exciting growth plans and are looking for
talented individuals to be part of our journey.

**Job purpose**:
As a Customer Success Consultant, you will be the go-to expert for our
customers, helping them get the most out of Agilio Software’s Primary
Care solutions. You will work closely with a whole range of dedicated
people in primary care settings, providing strategic guidance, solving
challenges and ensuring our software solutions help them achieve their
compliance and operational goals.

Your role will be all about building strong, long-term partnerships and
creating bespoke plans that drive success for both the customer and
Agilio Software.

**You will be responsible for**:

- Build Strong Relationships - Be a trusted advisor to key
stakeholders, sponsors and executives, ensuring our solutions align
with the organisation’s goals at multiple levels.
- Implement and Onboard - Through detailed intelligence gathering,
scope, set up and deploy systems with relevant introductory training to
ensure a positive and future proof experience for customers.
- Develop and maintain Customer Action Plans - Map out a clear path
to success for each customer, offering tailored recommendations to
maximise ROI and value for money. Monitor and report on KPI’s around
usage rates, stickiness and churn risk with the overall objective of
retaining the customer ARR.
- Enhance Customer Satisfaction - Keep customers engaged and
satisfied through regular meetings, sharing of information and offering
solutions. Improve NPS and CSAT scores by encouraging participation
in surveys and our advocacy initiatives.
- Manage Renewals & Engagement - Keep customers engaged through
the period of their contract through a range of resources (newsletters,
meetings, webinars and event attendance), while proactively identifying
risks to renewals and working to retain our valued customers.
- Land and Expand - Encourage customers to share their objectives
and identify revenue growth opportunities where there is a need for
other products and solutions within the Agilio Software suite.
- Collaborate and share intelligence with commercial and marketing
departments.
- Be the Voice of the Customer - Represent customer needs and
concerns to the product team. Through well-researched detail, share
development requirements and suggestions that have holistic
reasoning to influence product development.
- Celebrate Success - Communicate future product development
enhancements, improved functionality and bug fix deploys to customers
to collect feedback and create and encourage anticipation and
goodwill.
- Support & Resolve Issues - Support and collaborate timely with the
Customer Support Team allowing KPIs and SLAs to be met. Handle
escalations and ensure any challenges are addressed efficiently.
- Drive Results - Consistently meet team KPIs while delivering real,
measurable success for our customers.
- Share Your Expertise - Train and mentor team members on systems,
processes and customer intelligence helping to deliver continuous
learning for all and improvement of best practice to elevate overall
team performance.
- Keep Learning - Maintain an up-to-date knowledge and understanding
of the Primary Care product suite and the benefits to the customer.
Additionally, keep well versed on news and changes within the sector
and associated territories you consult in.
- Collaborate - Consistently and effectively work with colleagues in
other specialisms (Commercial, Marketing, Product Development) to
meet the company objectives.

**Other Requirements**
- Adhering to and maintaining the ISO27001 standards within which the
Primary Care business unit operates.
- Adhering to and upholding the Agilio Behaviours and Values.

**The skills and experience which we are looking for in our Customer Success Consultant are**:
Essential
- Enjoys working in a collaborative, team-focused environment with
experience of working within a driven team.
- Understands customers who work under compliance structures and can
relate to the challenges they have.
- Can confidently engage with healthcare leaders at all levels about
software solutions that help create efficiencies and compliance.
- Thinks strategically and can create and develop meaningful and long
- term, tailored plans to the commercial benefit of the business.
Through data mining and analysis, can create well-researched findings
and be able to confidently present and explain churn risk, retention
rates and ARR growth opportunities for each customer.
- Has a high appetite for seeking out growth opportunities and
collaborating with commercial colleagues to facilitate lead conversion.
- Is a SaaS enthusiast who is comfortable using software platforms, data
analytics, and CRM tools. We currently use: Salesforce,