Customer Success Manager

Role: Customer Success Manager – Maternity cover

Start Date: Mid July

Duration: 12 months – part time (3 days per week = 24 hours per week)

Location: Oxford (hybrid working - remote and office based)

Reporting to: Customer Success & Technical Operations Manager

Salary: Depending on experience

PURPOSE OF ROLE

This role is for a talented individual who has experience of managing customers, engaging with a wide range of stakeholders and is passionate about making a difference in the lives of people with mental illness and dementia. We are looking for someone who is proactive and uses their initiative to find creative solutions and can manage multiple priorities. The role will be focused on managing the relationships of a portfolio of NHS Trusts who are part of the Akrivia Health Network. This will include supporting sites by being involved in onboarding processes, providing training on the Akrivia Health Platform, and guidance on how to maximise the potential benefits the service can offer.

KEY RESPONSIBILITIES

• Develop and maintain strong, long-term relationships with customers, ensuring a high level of customer satisfaction and engagement.
• Be the primary point of contact for assigned customers and provide ongoing support to ensure their success.
• Identify customer goals and help them maximise value through tailored advice and guidance on platform usage.
• Develop training materials and other resources for customers to ensure they understand how to use the platform effectively and get the most out of its features.
• Monitor customer health and identify at-risk customers, taking proactive steps to address concerns before they become escalated issues.
• Collaborate with cross-functional teams to provide outstanding support ensuring customers continue to see value in the products and services Akrivia provide.
• Demonstrate the ability to manage complex relationships and navigate challenging situations with professionalism.
• Contribute to the development of internal processes and customer success strategies.
• Provide regular updates on customer health, challenges, and successes to internal stakeholders.
• Management and co-ordination of our Health Care Organisation User Group.

ADDITIONAL EXPECTATIONS

• Provide regular updates on account health which would include; challenges, successes to internal stakeholders.
• Advocate for the needs and feedback of customers within the organisation, ensuring that their voices are heard in product development discussions.
• Preparing reports as required.
• Managing any information requests and ensuring these are responded to in a timely fashion.
• Keeping up to date a CRM of contact information for all relevant contacts.
• Supporting Company events and activities as required.

KNOWLEDGE, SKILLS AND EXPERIENCE

• Proven experience in a customer success or account management role, ideally in a SaaS or platform based environment.
• Strong relationship building and communication skills.
• Ability to engage stakeholders at all levels.
• Proven track record of driving customer satisfaction and value realisation.
• Excellent problem solving skills.

DESIRABLE QUALIFICATIONS AND SKILLS

• Familiarity with CRM tools such as Salesforce, HubSpot.
• Experience in customer lifecycle management, including onboarding, adoption, and retention strategies.

YOU ARE

• Passionate about helping customers.
• Take pride in building strong relationships.
• Seen as a trusted advisor.
• Highly organised with the ability to manage multiple priorities.
• Communicate clearly and effectively in writing and in person.

WHO WE ARE

Akrivia Health Limited has been established as a spin out company from the University of Oxford since 2019 with the primary purpose to help accelerate improvements in medical research, service delivery and health outcomes for patients with mental illnesses and dementia through the provision of advanced data analytics services and clinical trial optimisation support.

THE PACKAGE

• Competitive salary package depending on skills and experience.
• Pension scheme with the opportunity to receive employer contributions.
• 25 days annual leave, plus the bank holidays (pro rata).
• Health insurance package after probation completion.
• Fantastic learning and development opportunities including a personal training budget.
• A range of team-building activities and socials.
• Hybrid working – 1 day in office minimum.

RIGHT TO WORK: We have a legal responsibility to ensure that you have the right to work in the UK before you can start working for us. If you do not have the right to work in the UK already, any offer of employment we make to you will be conditional upon you gaining it.