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Customer Success Specialist

2 months ago

London, UK, United Kingdom Healthera Full time

Customer Success Specialist - Job Specification


Healthera is seeking a motivated, dedicated Customer Success Specialist who is passionate about technology and customer growth, and thrives in a fast-paced, data-driven environment. We’re looking for someone who is proactive, honest, and values transparency, both in their communication and their approach to building strong customer relationships.


Who is Healthera?


Healthera is an innovative health-tech platform business, rapidly growing and on a mission to revolutionise the way pharmacies serve patients across the UK. Our platform enables patients to access medicines, healthcare services, and products through the UK’s largest digital network of pharmacies, comprising national chains and independent providers.


Our technology empowers patients with faster medicine delivery and personalised medical care. For pharmacies, we create better patient communication, cross-selling opportunities, and stronger loyalty. With a reach of over 10 million people and partnerships with more than 1,500 pharmacies, Healthera is one of Europe’s fastest-growing digital health companies, accredited by NHS Digital.


As we expand, we’re looking for a skilled Customer Success Specialist to drive growth and engagement within our customer base, helping pharmacies maximise revenue and impact. The right candidate will be customer-focused, results-driven, and excited about contributing to Healthera's ongoing success.


About the Role


The Customer Success Specialist will be responsible for fostering growth, adoption, and customer satisfaction. This role is essential for ensuring that Healthera pharmacies operate at optimal levels, adhere to our service level agreements, and achieve exceptional results for patients. You’ll be the main point of contact for our pharmacy clients, driving growth, best practices, and fostering trust within your portfolio.


Responsibilities


  • Customer Onboarding and Engagement: Proactively reach out to onboard new customers and encourage product adoption, ensuring they understand and maximise platform benefits.
  • Campaign Collaboration: Partner with marketing to develop and deliver engaging, targeted customer campaigns.
  • Performance Monitoring and Analysis: Track and analyse customer performance against SLAs and KPIs, preparing and presenting actionable insights during meetings and calls.
  • Upselling and Initiative Introduction: Identify growth opportunities within existing accounts, introducing new features, initiatives, and upselling to enhance their experience.
  • Training and Support: Conduct remote training sessions covering best practices, emerging trends, insights, and troubleshooting for technical issues to enable customer success.


Requirements


  • Results-Oriented: Tenacious, goal-oriented, and committed to achieving success for both Healthera and its clients.
  • Experience: 2 years in customer success or account management, preferably in digital/software products.
  • Data proficiency: Understanding how to interpret and utilise data to understand customer growth and adoption metrics, including experience creating basic reports using Excel, Google Sheets, or other analytics platforms
  • CRM proficiency: Proficient in using a CRM system
  • Adaptable in Fast-Growth Environments: Proven ability to thrive in start-up or scale-up settings, managing multiple priorities under pressure.
  • Commercial Awareness: Strong understanding of business dynamics, with an eye for identifying growth and value opportunities.
  • Excellent Communication: Skilled in both written and verbal communication, with the ability to simplify complex concepts and foster trust.


What We Offer


  • Competitive Salary: Based on experience.
  • Health and Wellbeing Perks: Private health insurance and a range of health and wellbeing perks valued in the thousands.
  • Performance-Based Bonus: Rewarding high performance and goal attainment.
  • Career Growth: Opportunities to develop and grow within the role.
  • Dynamic Team Environment: Join an experienced, supportive team in a fun, collaborative work setting.