Customer Success Specialist

3 weeks ago

Cambridge, United Kingdom Healthera Full time

Healthera is looking for a Customer Success Specialist who is passionate about technology, helping customers grow, and thrives in a data-driven environment.


The ideal candidate will be bright and energetic with a clear track record of delivering consistent results in a similar role. The candidate should be analytical and be able to derive opportunities from data, whilst building and maintaining customer relationships through telephone, email, conference call and face to face engagements.


Who is Healthera


Healthera is an exciting health-tech platform business that is growing rapidly and looking for a driven Customer Success Specialist to grow our expanding customer base.


Healthera provides patients with medicines, healthcare services and products through the largest digital platform of pharmacies in the UK, including national chains and independent providers.


Our technology empowers patients to access faster medicine delivery and personalised medical care local to them. We reinvent the pharmacy’s operating model which leads to better patient communication, more cross-sales, and stronger customer loyalty.


Healthera has a reach of over 10 million people in partnership with over 1500 pharmacies across the UK. We’re accredited by NHS Digital and one of the fastest growing digital health companies in Europe.


We are at a stage of rapid growth, and we are looking for a Customer Success Specialist to execute on key initiatives within our existing customer base to help our customers drive revenue and traffic through the platform. We are looking for someone who is driven, customer-focussed, and business savvy who will go the extra mile to ensure we exceed our targets.


The ideal candidate will have excellent communication and organisational skills, be proactive in identifying customer-related growth and success opportunities, and thrive in a team-oriented environment.


The Customer Success Specialist


A Customer Success Specialist is responsible for the growth, adoption, buy-in, and ultimately the value creation of our customer base. You will have an assigned portfolio of customers, ranging from independent pharmacies to national pharmacy chains with hundreds of high street branches.


You will be accountable for the health of the portfolio, ensuring that Healthera pharmacies are operationally excellent and delivering against our service level agreement for patients. Working as the face and voice of Healthera’s pharmacy customer care, the CS Specialist will influence the item growth and champion best practice within their portfolio pharmacies.


Your responsibilities


  • Proactively reach out to customers to help induct them on the product and grow their usage of it
  • Work alongside marketing to deliver delightful and engaging customer campaigns
  • Monitor and analyse the performance of pharmacy customers according to the SLA and set KPIs, preparing and presenting to the pharmacy in meetings and calls
  • Upsell and introduce new initiatives within our existing customer base of pharmacy partners
  • Deliver remote and onsite training sessions which include: operational best practice, trends and insights and technical issue troubleshooting


Requirements


  • You are tenacious, result-driven and goal-oriented
  • At least 1-2 years of experience in a customer facing role such as sales, support, account management or similar
  • Good commercial acumen
  • Excellent written and communication skills
  • Experience in working in a dynamic high-growth company
  • Experience in healthcare / pharmacy would be great to have but not required


We offer


  • Competitive salary (based on experience)
  • Private health insurance and thousands of pounds worth of health & wellbeing-related perks
  • Performance-based bonus scheme
  • Growth opportunities within the role
  • Experienced team, fun working environment

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