X-Lab is currently offering an exciting role for a Customer Onboarding Specialist to join their team. This is a great opportunity to join a healthcare technology business for someone who has experience with implementing a high volume of customer projects. The successful candidate will be responsible for onboarding customers to our products, and should ideally have a background in the delivery of SaaS products within a healthcare, or public sector industry.
About X-Lab
X-Lab has been around since 2006 but it is the last few years in which we have seen our business transform as we grew from a UK-only business to having customers across the US, Europe and Australia.
Our core product, Labgnostic, is a service which connects almost 200 diagnostic organisations (primarily pathology labs) together through exchange hubs across Europe and the US. Labgnostic - which has historically been marketed under NPEx (the National Pathology Exchange) in the UK - is the market leader in the UK and, was the data infrastructure for the UK's national COVID-19 testing response which saw the service process around half a billion COVID-19 results for UK citizens.
While we've been operating in the UK for almost 19 years, X-Lab has the appetite for growth, opportunities, and scalability of a start-up. As we continue to grow, we're looking to expand through both the diversity of our product offering and with our geographic reach of our already multinational service to global markets, notably in the US and Australia.
Over the last few years, X-Lab have developed two new products;
LabReach acts as an order communications portal to enable end users, from any organisation or location, to more easily order tests and receive results from any lab.
LabgnosticEQA allows users to manage all of their external quality assurance testing from a range of EQA providers through a single UI and connection to their lab.
Ultimately, our vision is to be the leader in connecting the world's diagnostic systems to improve healthcare for all.
Whilst this is a remote position, and our team lives in lots of different locations around the globe, we do make the effort to meet as regularly as possible as a team for work and social purposes. We encourage a warm and friendly culture which sits at the heart of X-Lab.
About the Role
We are looking for a motivated, technically skilled individual who enjoys working with customers and can excel in a demanding environment.
As a Customer Onboarding Specialist, you will develop comprehensive product expertise that will enable you to confidently deliver a positive onboarding experience across our entire product range and international markets.
We believe that a fantastic customer experience is essential throughout the customer lifecycle, and onboarding is a critical first step in that process.
You will be responsible for:
Managing a high volume of demanding customer projects, across multiple products and time zones.
Working independently to guide customers through onboarding implementation phases. Our product implementation focuses on two core elements:
+ Technical set up: Network connectivity, understanding of HL7 interface requirements for system testing, system configuration and troubleshooting.
+ Testing phases: Being a product expert to manage customer implementation testing, use your technical knowledge to troubleshoot the source of any issues, in addition to leading customer calls and managing customer deadlines and documentation. Providing tailored product demonstrations to potential customers.
Establishing strong relationships with customers and ensuring they receive superior service.
Providing a period of post go-live support prior to BAU with the goal of ensuring that customers continue to recongise the value of our products after handover.
About You
We are seeking a highly motivated and experienced individual to join our Customer Onboarding team. This exciting role blends project management with IT technical capabilities and knowledge. The ideal candidate will have a proven track record of delivering multiple projects in a fast-paced environment, demonstrating excellent time management and organisational skills.
Key Requirements:
Experience delivering SaaS products, ideally in the healthcare tech industry
Technical aptitude and a proactive approach to problem-solving
Strong project management skills with the ability to manage multiple projects simultaneously
If you meet these criteria and thrive in a fast-paced, dynamic environment, we encourage you to apply.
Essential
5+ years of experience in IT software implementation or project management
Demonstrated success in delivering technical IT projects
Foundational understanding of HL7 messaging
Excellent communication skills with the ability to manage stakeholders at all levels.
Experience in concurrent implementation of multiple products
Ability to work across multiple time zones
Desirable
Prior experience using CRM systems
Experience in healthcare technology or laboratory settings
Background in laboratory systems integration
Hands-on experience with HL7 messaging
Experience with Site to Site VPN and network troubleshooting
Familiarity with ordercomms solutions and/or lab quality assurance systems and workflows (EQA).
Benefits
Unlimited annual leave, in addition to UK bank holidays
Remote-first flexible working
Birthday meal
Electric car (salary sacrifice scheme)
Company outings, social events and wellbeing initiatives
Life Insurance
Comprehensive Employee Assistance Programme to provide mental health, virtual GP, counselling and financial management support
Employee engagement platform for reward and recognition.
EMI Options
How to Apply
Please submit your CV and Cover Letter and complete all application questions. Only completed applications will be considered and reviewed.
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