Customer Engagement Specialist

Full Job Description

Role Purpose:

This is an exciting opportunity to join the team at Induction Healthcare as a Customer Engagement Specialist (CES)

The purpose of the Customer Engagement Specialist role is to actively support the Customer Success Managers in executing customer-facing initiatives geared towards promoting the adoption and utilisation of our healthcare products. This entails engaging with customers to understand their needs, challenges, and usage patterns, and then leveraging this insight to facilitate a seamless and valuable experience with our offerings. By effectively collaborating with the Customer Success Manager and other cross-functional teams, the Customer Engagement Specialist plays a vital role in ensuring customer satisfaction, retention, and ultimately, the success of our healthcare products within the market.

The CES primary responsibility is assisting the CSM team with customer engagement activity that are aligned specifically to three of our four company goals:

• be a profitable business whilst building new revenue streams that will accelerate growth into the future.
• continue innovating and integrating our product suite in a way that is validated by our customers and supports the delivery of our revenue plans.
• be customer centric and commercial in everything we do.

Key Accountabilities:

• Customer Success Managers: Collaborate closely with the Customer Success Managers to execute customer engagement strategies and initiatives aimed at driving adoption and utilisation of healthcare products.
• Interaction: Act as a primary point of contact for customers, providing timely and effective responses to inquiries, resolving issues, and addressing feedback to ensure a positive customer experience.
• Education: Deliver product demonstrations, training sessions, and other educational materials to customers to enhance their understanding of product features, benefits, and best practices for utilisation.
• Feedback: Gather and analyse customer feedback, insights, and usage data to identify trends, opportunities, and areas for improvement, and relay this information to relevant internal stakeholders.
• Strategy Implementation: Assist in the development and implementation of adoption strategies, including creating personalised engagement plans for customers, tracking progress, and adjusting tactics as needed to drive adoption goals.
• Collaboration: Work closely with sales, marketing, product development, and support teams to ensure alignment on customer needs, product positioning, and messaging, and to facilitate smooth handoffs throughout the customer lifecycle.
• Tracking: Monitor key adoption and utilisation metrics, such as user engagement, feature adoption rates, and customer satisfaction scores, and provide regular updates to management on progress towards targets.
• and Reporting: Maintain accurate records of customer interactions, feedback, and actions taken in our CRM (Salesforce), to inform decision-making.
• Improvement: Proactively identify opportunities to optimise processes, workflows, and resources to enhance the effectiveness and efficiency of customer engagement efforts.
• Updated: Stay informed about industry trends, competitive landscape, and emerging technologies relevant to healthcare products and customer engagement strategies and apply this knowledge to drive innovation and differentiation.

Person Specification:

As we seek to scale our Customer Success function in line with business growth trajectory and targets, it is critical that our CES can come up to speed quickly to support our Customer Success goals.

We want organised individuals who are up for exciting challenges in a highly dynamic environment – ultimately, 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. 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:

• At least 2 years’ experience of Customer Success, Customer Support, or a similar function within the NHS environment
• A demonstrable track record of being task driven and able to prioritise workload.
• Strong presentation skills, gained through experience in addressing a wide range of audiences.
• Strong documentation skills with the ability to create and update documentation to a good standard based on understandings gained from interactions with other colleagues.
• A confident and capable team member who is also able to spot opportunities and question the status-quo and feed back to the wider Customer Success team.
• Strong interpersonal skills, with the ability to communicate clearly both internally and externally.
• Sufficiently tech savvy to liaise effectively and knowledgeably with internal teams and explain relevant technical information to customer staff.
• Collaborative and supportive team player, with the ability to engage with cross functional colleagues.
• Exceptional organisational skills, with the ability to manage a task list which includes actions from across our Customer Success team and hence across our entire customer base.
• Experience using Salesforce is desirable. To include managing opportunities, recording, and updating contacts and creating and running reports.