Job Description

Role Summary

We are looking for a Customer Success Executive to join the Huma UK Customer Success team and deliver excellent customer experience to all our users. The role focuses on supporting customers and ensuring they get the maximum benefit and satisfaction from using all the features in the Huma Workspace.

The role involves supporting both inbound requests and proactive outreach working closely with other members of the company. The candidate will be involved in developing and maintaining customer relationships, supporting the implementation of success programs including where needed onboarding and training clients and maximising customer satisfaction and minimising churn. The ideal candidate will provide insights on client-to-business interactions, improve customer experience through timely and accurate product support, and handle customer complaints and requests. This role covers the support of both Primary and Secondary Care Huma customers.

The ideal candidate will be sociable, keen to learn and metrics driven. They will need to have strong cross collaboration skills to support working across the business and a strong goal focused mentality for themselves and also their customers. They will become an expert on the full product suite and the customers and proactively share that knowledge and experience to uplift the capabilities of the entire business. The candidate will have a can-do attitude to support a busy team.

Key Responsibilities

Provide support for customers across Primary, Secondary and Emergency care including live chat, email and some calls Develop and nurture relationships with existing customers to maximise satisfaction and reducechurn Work closely with the external lead to support the implementation of automation processes to improve customer interactions and experience Have a high level of knowledge of the products and services provided by the Huma UK Support mobilisation of customer including account creation and training Work closely with the product team to support product roll outs Support in keeping the internal and external knowledge centres up to date Identify and support in building customer advocates Cross collaborate with all departments across the business (e.g. product, sales, engineering) Communicate user-reported complaints, problems and product changes to internal teams Use data and analysis to understand what it takes to provide a first-class customer experience and to deliver suggestions for improvement to the wider company

Your Skills

To succeed in this role, you will need to have:

Previously worked in a busy customer success/ support role Demonstrably a "self starter". A builder, not a follower Excellent written and verbal communication skills to support and build relationships with customers Love of data to track and improve your own performance and that of the team A bias for action with a proven ability to work autonomously and challenge yourself to constant improvement

Your Experience

We expect you to have:

A bachelor's degree, or equivalent experience A track record of demonstrating success and support of customers Experience using CRM systems is desirable Experience using Intercom or similar support tool is desirable Experience and enthusiasm in learning about new processes and ideas to provide a first-class customer experience to our users Worked in a collaborative environment with cross functional teams
Job Type: Full-time

Pay: 30,000.00-35,000.00 per year

Benefits:

Company pension Cycle to work scheme Discounted or free food Employee stock ownership plan Free fitness classes Life insurance On-site parking Private dental insurance Private medical insurance Referral programme Sick pay
Application question(s):

Do you have the right to work in the UK ? Are you willing to come to the office 5 times a week ? Why are you interested in the role of Customer Success Executive at Huma ? What experience do you have supporting customers ?
Work Location: In person

Reference ID: Customer Success Executive