Customer Success Executive

Q doctor ,
London, Greater London
More Details
Job Type: Full-time
Contract Type: Permanent
Salary: 35000 per annum

Overview

OVERVIEW An exciting opportunity has arisen at Q doctor, the leading regulated provider of video consultations to the NHS.   Due to the recent growth and movement into the next phase of the product development, plus national expansion across the NHS, Q doctor are seeking a Customer Success Executive to support the scaling of our platform nationwide.   Our Founder and CEO, Dr Chris Whittle, was an NHS Anaesthetist in training and on the first cohort of the Clinical Entrepreneur Programme with NHS England. He has subsequently led Q doctor to maintain strong pro-NHS messaging in parallel to cost-effective solutions with significant patient benefits.   In late 2018/early 2019, we achieved industry firsts in becoming the first video consultation system used in 111 and then the first specialist video consultation service used in Cardiology.   Q doctor has been featured in CNN news, The Times, the BBC and a number of healthcare titles.   OPPORTUNITY We are looking for a technically savvy Customer Success Executive who possesses a strong drive for results. Duties for the Customer Success Executive will include a broad range of tasks such as maintaining ongoing customer relationships, implementing success programs, contributing to sales, onboarding and training clients, and minimising churn. You should also be able to provide insights on client-to-business interactions, improve customer experience through product support, and handle customer complaints and requests. N.B. This role will be based at our modern central London office space (WeWork); a buzzing environment and great free coffee   Successful candidates will be sociable, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success Executive should engage with customers and maximise value.   THE ROLE   Primary focus will be to provide support to all end users of the Q doctor system, including customer NHS organisations as well as patients.  Patient support is predominantly via live chat, with some calls. Assist our Customer Success Manager with various tasks including setting up new clients on the Q doctor platform and training clients on how to use the platform. Keep customer facing articles in our chat system up to date Train clinicians on how to use the Q doctor platform Work with existing customers to ensure satisfaction with existing platform services. Provide weekly reports to existing customers on system usage. Feedback into product development. 37.5 hours per week with some evenings and weekend hours within that time (no later than 8pm). Majority office based, though evening and weekend work could be done from home if you have a sufficient broadband connection.   CANDIDATE PROFILE   Degree educated or relevant experience. Track record of customer service and/or account management roles. Clear communicator with a friendly demeanour. Strong work ethic and keen to be involved with an exciting healthcare startup. Be happy to work autonomously.   DESIRABLE    Previous experience of Intercom, ClickUp and/or Hubspot  Understanding of Google Drive

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