Customer Success Manager – North of England

iPLATO      ·      London, United Kingdom (Hybrid)       ·       Full time / Permanent

iPLATO is more than a tech company; we are a revolution company!

For 15 years we have worked hand-in-glove with the healthcare industry transforming the access to healthcare by providing smart, scalable solutions to address the needs of clinicians and patients – whatever and wherever they may be.

As part of the Huma Therapeutics family, we support Huma’s mission of transforming healthcare and research globally. Together, we help patients, clinicians, researchers, and healthcare systems at all levels. And together, we help people live longer, fuller lives.

Our Customer Success Managers are the agents of change in healthcare transformation.  As an iPLATO CSM you are the friendly face of the company, helping our customers to get the most from products we provide, and discovering innovative new solutions to improve access to healthcare.

You are a brilliant communicator. You are excited by healthtech innovation and everyone knows it! You are driven by a desire to make things better in UK healthcare, and you thrive in a highly supportive team environment whilst mainly working remotely.

Your mission

• Manage a portfolio of healthcare provider accounts, predominantly NHS GP surgeries (practices) and Clinical Commissioning Groups (CCGs)
• Develop and execute a territory plan to ensure the highest outcomes for patients, practices and CCGs in terms of product take-up, satisfaction and patient, operational and business outcomes
• Manage customer deployments
• Ensure users are trained in best practice in how to use our products, either by delivering training yourself or by scheduling for another team member to provide training
• Manage a practice’s use of SMS credits
• Monitor customer success metrics and take pro-active action to improve poor performing practices by engaging practices and users to better use our products and features
• Organise & run local customer events too drive uptake of our products and features
• Build and develop long-lasting relationships with customers and develop champions for iPLATO to lobby support for iPLATO at CCGs and above
• Manage contract renewal process, creating quarterly and annual review reports and so secure 100% renewal of customer contracts
• Ensure excellent customer service as measured by Net Promotor Score survey results through resolving customer queries with urgency and delivering a best in our sector customer experience
• Engage customers in new product development
• Support sales by identifying and generating new business opportunities sales leads
• Evangelise myGP platform at events and exhibitions, delivering presentations and software demonstrations when required.
• Keep up to date with industry developments and trends and how myGP platform can be used

From day one in this role, we’ll expect you to have

• At least 2 years’ experience within a similar role (or able to demonstrate transferable skills)
• GP practice domain knowledge & understanding (2 years of experience in primary care)
• Pro-active ‘customer first’ manner and strong sense of urgency
• Excellent communicator with presentation skills
• Ability to handle multiple projects at once and work under pressure
• Excellent customer service skills
• Excellent objection handling skills
• Extremely organised and methodical
• Problem-solving ability
• Team player
• Demonstrably IT literate, including Word, Excel and PowerPoint
• Proven software demonstration capability
• Commercial acumen and business understanding to help customers achieve strong operational and financial results from the use of our platform
• Strong sales awareness to support lead development for sales
• Smart, well-kempt and professional appearance
• A full driving licence and access to a car for business use is essential

It’s great, but not required, if you have

• Working knowledge of NHS Primary Care and clinical systems
• Project management experience in Prince2 or AgilePM
• Experience working on NHS or public sector projects

Above all, we want someone that shares our core principles. These are:

• We are Patient Centred
• We can be Trusted
• We Deliver Quality
• We Work as a Team, Always
• We don’t Settle 

You will thrive at iPLATO if you are

• Resilient – show adaptability, be a pro-juggler and have the ability to move fast
• Ambitious and driven – the ability to focus your energy where it matters the most
• A strong communicator – you practice open and clear dialogue, while listening with fairness
• Detail oriented – working with people’s health means we obsess over every detail and make sure we get it right
• An Ambassador – you are professional, polished, and a product expert
• A collaborator – you achieve some of the greatest results by working together

What we can offer you

• 25 days holiday plus 8 days bank holidays
• Birthday Off
• Annual individual Training Allowance
• Life insurance x3
• Healthcare Cash Plan
• Company Share Option Scheme
• Fitness Allowance
• Annual Season Ticket Loan
• Cycle to Work Scheme
• Volunteering days

iPLATO is an equal opportunity employer. We are committed to employment practices that promote and inclusion in employment regardless of age, disability, gender reassignment, sex, marriage and civil partnership status, pregnancy and maternity status, race, religion or belief.

Dear recruitment agency – iPlato attracts an amazing number of direct candidates and we do not need any help at this stage, so please do not send us unsolicited agency CVs. We will not accept any liability or fees for any CVs or candidates which we have not asked you to find for us.

Please click here to apply.