Website InductionHQ Induction Healthcare Group PLC

 

Job Title: Customer Success Manager

Business Area: Sales

Reporting to: Customer Success Director

Location: London

Role Purpose:

As Customer Success Manager, you will support the delivery of the overall vision and strategic plan for the success of customers within a defined region/territory by focusing on driving product adoption, ensuring a positive customer experience, and driving growth through gross renewals and net retention improvements. Working closely alongside the Digital Programme Director (sales and account management) for your region/territory, you will be responsible for customer satisfaction and retention, driving a culture of operational excellence and continuous improvement, and optimising the full customer lifecycle. A champion for customer success, you will add value alongside the Digital Programme Director, by ensuring that collaborative efforts result in increasing the future lifetime value of each client through deeper utilisation of our range of products, customer satisfaction and greater advocacy of our solutions and services.

Key Accountabilities:

– Work closely with the Sales teams (Digital Programme Directors and National Digital Programme Directors) to drive renewals, up-sell and product extension sales opportunities, as well as to identify and communicate any potential risks that would threaten renewal.

– Partner with Sales team to develop a plan for customer success and expansion for each customer to achieve growth goals.

– Drive sustained account growth, revenue (through both new business and existing accounts) and increased customer satisfaction, working closely and collaboratively with the wider internal teams to balance, meet and exceed customer expectations and perceptions.

– Increase future lifetime value through higher product adoption and customer satisfaction.

– Continuously build on the profile, confidence and credibility of our entire product suite through greater advocacy. Develop customer stories, case studies and client references.

– Gather valuable feedback from clients for continual product improvements. Work closely with the Software team on the identification and tracking of enhancement requests for future features and functionality.

– Communicate cross-functionally to drive customer success, acting as a critical link between internal functions in order to align efforts and deliver world class results.

– Drive and enhance effective and efficient operational practices, processes and systems.

– Address escalated client issues with speed and urgency, collaborating with relevant colleagues where necessary and taking responsibility for successful resolution.

– Develop trusted relationships with decision makers with each assigned customer, regularly and appropriately interacting with them to clearly and succinctly communicate insights.

– Understand each customer’s strategic goals and key challenges, to make strategic, tactical and solution driven recommendations with regard to products and services.

– Maintain and share expertise on the competitive landscape.

– Oversee the client onboarding process for new clients.

Key Performance Indicators:

– Client retention and growth measured via revenue retention rates & revenue growth %

– Client alignment

– Customer satisfaction (C-SATS)

– Product portfolio spread/account

– Low customer churn

– Customer complaint and ticket resolution

Person Specification:

As we seek to scale our sales and marketing team structure in line with business growth trajectory and targets, it is critical that our new hires can deliver speed to performance and contribute quickly and effectively to our commercial goals. We want ambitious grown-ups who are up for exciting challenges in a highly dynamic environment – ultimately, people who are motivated and able to navigate their way through business challenges to get the job done. Although many skills required for the role are transferable, we place huge store in understanding first-hand the needs and challenges of our healthcare sector clients and end users, and the context they are working within, so that we can engage meaningfully with all the key stakeholders and decision makers. It is critical that we can provide them with the kind of unwavering confidence in our business that they need and deserve.  We are looking for candidates who can demonstrate the following:

– 7 – 10 years of management experience leading customer success, account management or sales teams. At least some of this experience will have been gained in a SaaS or subscription enterprise software company, preferably with direct experience of delivering solutions to the NHS environment.

– Strong organizational and interpersonal skills with keen attention to detail.

– Deeply analytical: use frameworks, data, and analytical tools to help develop strategies, structure the team’s thinking, facilitate alignment across multiple senior stakeholders, and reach insightful, actionable answers to challenging, complex and ambiguous problems.

– Exceptional leadership skills, demonstrated by a proven track record of translating strategies into initiatives and tracking successful delivery.

– Experience working with cross functional teams, and proven experience of leading teams, driving new business, increasing utilisation within existing accounts and leveraging a culture of customer success best practice.

– Strong focus on user needs and an intellectual curiosity about the solutions that help to meet them.

– An exceptional communicator across all channels, with the gravitas, presence and interpersonal skills to influence effectively at all levels of seniority and technical knowledge.

– Able to be flexible and agile in responding at pace to evolving business priorities and dealing with ambiguity and/or time pressure.

– Experience of successfully working with senior (C-level) executives.

– Holds strong operational skills that will drive organizational efficiencies and customer satisfaction.

About Induction Healthcare Group plc

Our Purpose

‘Digital transformation’ – it’s a priority of nearly all healthcare systems worldwide, and Induction, a leading virtual care platform, is the partner to make change happen. We replace outdated modes of communication between providers and their patients with a next generation digital communication toolkit – and we enable a new flexible future for healthcare.

 

Our mission is to ‘make healthcare better, anywhere’. We alleviate operational burdens on hospital teams while saving them time, frustration and money. We allow clinical teams to share information, collaborate and navigate channels across disciplines. And we put patients in better control of their own healthcare management. With Induction, providers and patients can choose how and when they receive care, be it virtually, in-person or even via asynchronous text. We unchain staff and patients from the limitations of paper-based and desktop systems.

 

Our Platforms

We improve care by delivering products that healthcare professionals, patients and institutions choose to use. Our products enable data to flow between stakeholders and legacy IT systems, adding substantial value to pre-existing health IT investment.

They provide our customers with a powerful set of capabilities that touch most aspects of care coordination and delivery. Our product range is exclusively Software as a service (SaaS), targeting monthly recurring revenue (MRR) growth as a key financial metric:

 

– Induction Switch – an iOS and Android app used by most junior doctors in the NHS. It saves healthcare professionals time by allowing them to bypass the hospital’s switchboard, helping them locate extensions and bleeps quickly and chat securely. Additional features enable the creation of admin-controlled membership groups (TeamSpaces), secure instant messaging and a broadcast newsfeed, providing increased opportunities for engagement with our large user base.

 

– Induction Attend Anywhere – helps hospitals, health systems and other customers offer video consultations to patients and service users as a normal part of day-to-day operations, making it simple, safe and secure to say “yes you can attend your appointment via video”.  Since 1998, Attend Anywhere has collaborated with clinicians and patients, medical colleges, universities, healthcare providers, governments, NGAs, and others to bring the benefits of mainstream video call access to health and care systems, with some Attend Anywhere programs now entering their 21st year with coverage in every country in the United Kingdom – and with 85% market share in England alone. The company’s vision is for video consultations to improve lives and help address social, access, equity and sustainability challenges in healthcare and beyond.

 

– Induction Zesty – a market-leading digital platform for patients visiting hospitals. The platform allows patients to book their appointments, read their appointment and clinical letters, store a local copy of their clinical record, and provide data to their care teams remotely. Alongside a compelling patient experience, the Zesty portal delivers significant cost benefits to hospitals.

 

– Induction Booking – offers NHS Trusts and other healthcare organisations an online booking platform for patients, hospital staff and care home staff.

 

– Induction Guidance – hospitals set clinical guidance locally, typically producing guidelines that are rarely efficiently circulated or adhered to as they are not available at the point of care. Local specialists use the Induction Guidance platform to create, edit and publish structured and governance-controlled guidance and policies. Automated distribution of that guidance to mobile users, combined with local intranet availability, results in a significant increase in guidance consumption, and best of all, a material increase in local guidance adherence.

 

Our Customers

Our customers are healthcare institutions, primarily hospitals. As the company grows, we intend to expand our customer base into primary care and community and mental

health services. We have commercial relationships with most of the UK National Health Service (NHS) hospitals.

 

Where We Operate

Our principal market is the UK and we have a growing user base in Australia, South Africa and Canada. We intend to leverage this user base to extend our commercial operations internationally. We have recently won a national contract in Mexico, demonstrating a clear example of international growth.

 

Our Journey

The history of Induction is one of fast growth, fuelled by inventive solutions for the most common problems that clinicians and patients encounter in secondary care. At our creation in 2019, the immediate uptake of our products validated our promise to remove friction from the most basic but essential tasks.

 

By early 2020, Switch and Guidance gained traction and embedded themselves into several NHS Trusts just in time to be mobilised in the fight against COVID-19. The solutions helped hospitals navigate through unknown territory and adjust to a quickly evolving, and often remote, work environment. Induction Switch was used as a primary communication tool at the NHS Nightingale London – the first of the temporary critical care hospitals constructed during the pandemic. MicroGuide was also selected to support Barts Health NHS Trust in the Nightingale London project with antimicrobial and COVID-19 content. As the pandemic evolved, so too did our support of the NHS. Later in the year, as vaccines became available, Induction platforms helped frontline NHS staff book their own vaccinations and also facilitated delivery of lateral flow tests for COVID-19.

 

2021 saw Royal Free London NHS Foundation Trust, a Global Digital Exemplar, use Induction Zesty as their patient portal. At the same time, Milton Keynes University Hospital NHS Trust maximised the number of patients accessing their health records with the platform. Working alongside Apple inc. and Cerner, we have helped to create

a direct, encrypted connection between medical institutions and patient’s iPhones, empowering patients – and powering efficiency and decision-making at a clinical level.

 

Why Join Us?

The Induction Group is a listed portfolio of companies with interoperable healthcare IT tools, coming to maturity at a time when huge pressure is being placed on health systems to deliver and there is greater demand than ever for proven IT solutions that can be rapidly deployed. Induction has its eyes firmly fixed on the future of healthcare, ready to seize a multitude of opportunities that make life easier through the many stages of a patient journey. At Induction Healthcare, become part of the team, where many individuals gather together to pave the way to innovation every single day.

 

You can read more about the Induction Group on our website and in the press, via the links below:

 

https://inductionhealthcare.com/

https://www.attendanywhere.com/

Case Studies – Induction Healthcare Group

Press and Awards – Induction Healthcare Group

 

To apply for this job email your details to naomi.s@inductionhealthcare.com.