Customer Success Manager

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Our client is a multi-award-winning company, delivering clinically proven programs, content and supports covering a broad range of areas from behavioural/mental health to chronic disease management.As a fast-growing company, doubling year on year and with proven ability to attract and retain customers, they are looking to build out our Customer Success team. This role encourages full accountability for planning and delivering increased platform engagement, customer profitability and sales revenues on the platform, ultimately positioning the company as the digital health provider of choice for mental health services and behavioural therapies.The company will support you to: Own the implementation process of accounts after handover from the Sales Team; including working with the development team to deliver a digital care pathway for company products including customer desired configuration, training and go live.Think strategically to satisfy customer needs, from implantation to renewal, and ensure our products become 'business as usual' within a digital-first approach to mental health.Lead on service transformation to ensure your customer's personnel, structure and dynamics support and facilitate the adoption of the relevant Health solutions.The Customer Success Manager will build customer engagement plans to track client activity - Identify churn risks and/or upsell opportunities.Analyse & leverage industry and internal data to identify opportunities and increase product penetration. Grow the value of your clientsContribute towards product and marketing strategy and vision.Provide the Commercial Team with pre-sales support (data, demos, build business cases) as required.Attend conferences and events related to the platform & sector.Become a product expert and internal champion for our customers to drive product improvement/enhancement.As a Customer Success Manager, you have: Experience in customer success or equivalent history of ensuring and increasing customer adoption, satisfaction and retention.Ideally a clinical background (nurse/therapist/counsellor and membership to respective professional body e.g. NMC, BABCP, BACP, HCP). Proven customer success experience will also be consideredInterpersonal aptitude with the ability to build trust quickly with a client-first mentality.Project management skills, with the ability to coordinate cross-functionally and hit deadlines in a fast-paced environment.A structured selling process, conduct negotiation and can monitor performance to take the necessary corrective action. ?Strong MS Office & CRM management.An interest and passion for digital healthcare.Knowledge of NHS guidelines and policy relating to mental health.Service transformationProgramme management in the NHS or private sector would be an advantageDelivering training in small/large groups to clinicians and non-clinicians would be goodKnowledge of service delivery, pathways and commissioning. To find out more about Real please visit www.realstaffing.comReal Staffing, a trading division of SThree Partnership LLP is acting as an Employment Agency in relation to this vacancy| Registered office | 1st Floor, 75 King William Street, London, EC4N 7BE, United Kingdom | Partnership Number | OC387148 England and Wales