Company Overview
Healthera Ltd operates a leading healthcare marketplace that provides patients with medicines, healthcare services, and products through the largest digital platform of pharmacies and GPs in the UK. Our mission is to transform healthcare delivery with innovative technology.
Healthera has a reach of over 30 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 growth to help our customers drive revenue, 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.
Summary
We are 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 have previous experience in a Customer Success or Account Management role (1-3 years) and be bright and energetic with a clear track record of delivering consistent results in account engagement. The candidate is analytical and can derive opportunities from data.
The Customer Success Specialist
A Customer Success specialist is responsible for the growth, adoption, buy-in, and ultimately 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.
Your main responsibility is upselling and deploying new initiatives, mostly revenue-driving product add-ons and functionalities, within the customer base.
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 of their portfolio pharmacies.
Your responsibilities
- Proactively reach out to customers to help induct them on the product and grow their usage of it
- 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
- Develop and manage long term partnerships with clients, making sure feedback and issues are logged, reported and traced
- Deliver remote and (sometimes) onsite training sessions for accounts which include: operational best practice, trends and insights and technical issue troubleshooting
Requirements
- You are tenacious, relational and analytical, result-driven and goal-oriented
- Experience in customer success or account management
- Strong 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
We offer
- Competitive salary (based on experience)
- Private health insurance
- Performance-based bonus scheme
- Growth opportunities within the role
- Experienced team, fun but hard working environment
Job Types: Full-time, Permanent
Pay: £40,000.00-£50,000.00 per year
Benefits:
- Casual dress
- Company pension
- Sick pay
- Work from home
Experience:
- customer success: 2 years (required)
Work Location: Hybrid remote in London EC2M
