Role and Responsibilities
In your role as Client Success & Onboarding Coordinator, you will be responsible for supporting the successful onboarding, adoption, and ongoing success of pharmacy customers on the BeWell platform. You will play a key role in ensuring pharmacies are effectively launched and supported, particularly during the early stages of their journey, while taking a proactive, consultative approach to help customers maximise the value of the platform throughout their lifecycle with BeWell.
Your core responsibilities will include:
Client Launches
You will support pharmacies through BeWellʼs structured onboarding journey from initial introduction through to go-live, ensuring all required setup steps are completed accurately and within agreed timelines.
You will coordinate and schedule onboarding calls, training sessions, and follow-ups, maintaining clear communication with customers to ensure momentum is sustained and expectations are effectively managed.
You will act as a proactive and consultative partner to customers, helping them understand how to best leverage the BeWell platform to improve patient engagement, enhance service delivery, and support business growth.
You will develop and maintain strong working relationships with pharmacy customers, acting as a professional and approachable point of contact throughout onboarding and early adoption.
You will build and maintain a strong understanding of the BeWell platform and its capabilities, acting as a subject matter expert SME for customers and supporting them with practical guidance on how to use the system effectively.
You will provide first-line support to customers and patients via email and telephone, logging, tracking, and managing queries in line with defined processes and service level expectations.
You will troubleshoot common platform issues, identify when escalation is required, and work closely with internal teams to ensure timely and effective resolution.
You will proactively identify risks, delays, or gaps in onboarding progress and take appropriate action to resolve them, ensuring a consistent and high-quality customer experience.
You will maintain accurate and up-to-date records of all onboarding activity, customer interactions, and support queries within BeWellʼs systems and tools.
You will identify recurring issues, customer feedback, and areas for improvement, and communicate these insights to internal teams to support ongoing product and process enhancement.
You will collaborate closely with the Client Success, Product, and Operations teams to ensure a seamless transition from onboarding through to ongoing customer success.
You will contribute to the continuous improvement of onboarding processes, training materials, and customer experience, sharing ideas and feedback based on your day-to-day interactions.
Ongoing Support Function
You will provide ongoing inbound support to pharmacy customers as they continue to use the BeWell platform, ensuring queries are handled promptly, professionally, and in line with defined service standards.
You will manage support requests end-to-end, maintaining clear communication with customers and ensuring they remain informed and confident throughout the resolution process.
You will identify patterns in support queries and proactively contribute to improving knowledge bases, training materials, platform enhancements, and platform usability.
Account Consultation & Review
You will proactively engage with existing customers to conduct periodic account reviews, assessing platform usage, engagement levels, and overall account health.
You will identify opportunities for customers to increase their use of the platform, including adoption of new features, optimisation of existing workflows, and improved utilisation of services.
You will support customers in deploying initiatives such as campaigns, service rollouts, or retraining sessions to improve patient engagement and maximise return on investment from the platform.
You will act as a consultative partner, helping customers translate platform capabilities into measurable business and clinical outcomes.
General
You may be required to undertake such other duties as are reasonably consistent with your role and the needs of the business. Your responsibilities may be amended from time to time to reflect the evolving requirements of BeWell.
What We’re Looking For
Essential
- Strong written and verbal communication skills
- Highly organised with good attention to detail
- Comfortable speaking to customers on calls and video meetings
- Confident using digital tools (email, calendars, CRM systems)
- Positive, proactive attitude with a willingness to learn
Desirable (but not required)
- Interest in healthcare, pharmacy, or digital health
- Experience in a customer-facing, admin, support, or coordination role
- Familiarity with SaaS platforms or onboarding processes
What You’ll Get
- Full training on the BeWell platform and onboarding processes
- Clear development pathway into Client Success, Account Management, or Operations
- Exposure to a fast-growing UK health-tech company
- Supportive team environment with structured processes
- Competitive entry-level salary
- Hybrid / remote working flexibility
Why Join BeWell?
- Be part of a purpose-driven company improving access to community healthcare
- Build valuable, transferable skills in customer success and SaaS operations
- Work closely with pharmacies and make a real impact on their digital journey
- Join a growing team with clear opportunities to progress
How to Apply
Apply via Indeed or LinkedIn with your CV and a short note explaining why you’re interested in the role.
Job Types: Full-time, Permanent
Pay: £25,000.00-£28,500.00 per year
Benefits:
Application question(s):
- From time to time, this role may involve travel to attend company-wide meetings. Are you comfortable with this requirement?
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Cambridge CB1 2JH
