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Customer Success Manager

Location: Newcastle

Salary: Competitive

Job Type: Permanent

Job ID: 167279

The Role

As the Customer Success Manager, you will be the voice of all users. Reporting to the Product Lead, your insights and recommendations will be instrumental in the shaping and improvement of our programmes, customer journey and future features. You will be responsible for the improvement of the entire lifecycle of a user - simply put, you’ll be constantly looking to increase customer acquisition, engagement and retention.


What you can expect to do

  • Utilise reporting data and analysis of business performance against SLAs to develop proposals for driving user engagement and improving retention and learning programme completion.

  • Advocate for the end user during project scoping, programme development, and external partner meetings.

  • Work with the Product Team and Reporting & Insight Analyst to develop learning programme KPIs and SLAs.

  • Work with the Coaching Team and other colleagues in user supporting roles to effectively capture, analyse, and propose action in response to received customer support data and service feedback.

  • Work with the Customer Support Team to monitor customer issues and scope possible solutions.

  • Support the Product Lead in identifying, scoping and prioritising opportunities for new programme features and functionality

  • Support the Reporting & Insight Analyst in the development and implementation of product usage reporting and performance metrics

  • Engage with the Product and Technical Teams to stay up-to-date with the Changing Health programme and platform development pipeline

  • Document, report and monitor action against identified user experience issues using tools such as JIRA

  • Prepare reports, case studies, and presentations on customer success data and improvements, for delivery to both internal and external audiences

Skills and knowledge requirements

  • Experience of working in a customer or user experience role

  • Excellent verbal and written communication skills

  • Experience of working in a busy organisation with frequent changes in requirements

  • Experience in Google office suite

  • Ability to adapt quickly to new software tools

  • Understanding and experience of digital products and services

  • (Desirable) Understanding of agile working

  • (Desirable) Experience of using digital project and task management tools (e.g. JIRA)

About you

  • Confident communicator – across multiple challenges

  • Willing – to roll their sleeves up, get involved, and go the extra mile when required.

  • Fast moving – highly organised with the ability to manage multiple projects.

  • Adaptable – comfortable adapting to change without compromising quality

  • Data focused - analytical mindset, able to use numbers to improve day after day outcomes

  • Creative – ability to raise the bar and think creatively about how to deliver value

  • Focus on impact – ability to deliver with impact on Programme KPIs

  • Very conscientious – sets high personal standards and shows excellent attention to detail

  • Intellectually sharp - passionate about technology, health and inquisitive to do things differently

  • Ability to report effectively and communicate with confidence


About the Company

  • 2nd place in the service improvement category in 2018 Bright Ideas Health Awards

  • Highly commended - Innovation of the Year in the HTN 2018 Awards

  • Highly Commended in 2019 leading health care awards

  • Named SME news top 100 2019's most innovative companies and selected as one of the 19 for 2019  - companies to watch in the Newcastle Chronicle