Customer Success Manager

To apply please submit your CV to Amy Davis (Hexarad Co-founder): adavis@hexarad.com The ReportRad Customer Success Manager (RCSM) plays a crucial role in setting the foundation for long-term customer success. You will be responsible for designing, implementing, and optimizing a seamless onboarding experience that helps new customers achieve their desired outcomes quickly and efficiently. By building strong relationships and providing expert guidance, you will turn new customers into enthusiastic advocates of our product or service. Why You Should Join Us:  - Competitive salary and benefits package. - Make a real impact on customer outcomes and the growth of the company. - Be part of an award-winning company that is transforming healthcare and improving patient care.  - Work with a team of passionate professionals, including doctors, industry experts, and renowned healthcare leaders.  - Benefit from a supportive and empowering work environment where integrity and continuous improvement are valued.  - Contribute to the growth of a dynamic organization that has more than doubled its team in the past year and has ambitious plans for the future.  - Work with the option for a hybrid arrangement or based in our London office.  - Earn a competitive annual salary of ~£40-50k/annum.  - Have snack boxes posted to you every month  - Be part of a dynamic workplace, we’ve been voted a Great Place to Work and one of the Best Places to Work in Tech in the UK  - Be part of something meaningful. You’ll be improving the lives of hundreds of thousands of patients every year.  Deadline for applications 1st July First round interviews 10th/11th July

Onboarding process management: - Manage the onboarding journey for assigned customers, ensuring timely completion of key milestones. - Develop and implement personalized onboarding plans tailored to each customer's needs and goals. - Conduct product training sessions, workshops, and demos to drive rapid user adoption. - Facilitate communication and collaboration between internal teams (sales, support, product) to ensure a smooth onboarding experience. Relationship building: - Build strong, trust-based relationships with customers, becoming their primary point of contact and key advisor. - Actively listen to customer needs and challenges, providing proactive solutions and recommendations. - Foster open communication and gather feedback to continuously improve both the onboarding process and customer experience. - Data analysis and improvement: - Track key metrics related to onboarding success (activation rates, time to value, satisfaction) and identify areas for improvement. - Analyse customer feedback and usage data to refine onboarding programs and content. - Collaborate with the broader CS team to develop and implement best practices for onboarding excellence. Additional responsibilities: - Create and maintain onboarding documentation, including training materials, FAQs, and knowledge base articles. - Stay up-to-date with product features and updates to deliver accurate and comprehensive information to customers. - Contribute to continuous improvement of the customer success function by sharing best practices and feedback.

Table Stakes, You Will:   - Be data-driven and able to solve problems - Have a good understanding of technology and operational processes relating to customer success - Minimum 2 years of experience in customer success, account management, or a related field of NHS/Radiology. - Proven track record of successfully onboarding new customers and driving adoption. - Strong communication, presentation, and interpersonal skills. - Ability to build rapport and trust with customers from diverse backgrounds. - Excellent analytical and problem-solving skills. - Proficiency in project management methodologies and customer relationship management (CRM) systems. - Passion for customer success and a desire to create exceptional experiences. Nice to Haves:  - Familiarity with radiology/diagnostics  - Excellent understanding of the challenges and opportunities in the healthcare sector.