At a Glance
- Tasks: Lead a team to enhance customer success through digital solutions and effective management.
- Company: Join Agilio Software Group, a top UK healthcare software provider with exciting growth plans.
- Benefits: Enjoy a competitive salary, flexible benefits, and generous annual leave.
- Other info: Remote work opportunity with excellent career progression and a supportive team culture.
- Why this job: Make a real impact in healthcare while developing your leadership skills in a dynamic environment.
- Qualifications: 2+ years in a leadership role or significant experience in customer-facing functions.
Job Description
Background
Agilio Software Group is a leading UK healthcare operations software provider, delivering integrated, mission-critical solutions that support primary care, dental, pharmacy, hospital, and veterinary organisations.
With ambitious growth plans underway, we are looking for talented individuals to join us on this exciting journey.
Role Summary
The Digital Success Executive Team Leader operates within a pooled delivery model, providing advanced digital success interventions, handling escalations, and supporting the effectiveness and consistency of the DSE team.
The role combines hands on delivery with managing a small team: coaching, quality oversight, and cross functional coordination to ensure a scalable, high quality customer experience.
Key Responsibilities
- Customer Management & Engagement
- Deliver onboarding, adoption, and risk management interventions to SMB customers from the shared DSE pool, based on priority and escalation.
- Oversee, review, and report on the digital customer journey, ensuring key milestones are met.
- Monitor customer health indicators and identify additional indicators.
- Manage interventions for usage drops, missed milestones, or risk signals.
- Contribute to overall GRR and retention outcomes through effective handling of escalations, complex cases, and renewal related interventions.
- Own the resolution of escalated customer complaints, ensuring appropriate prioritisation, cross functional coordination, and clear communication until resolution.
- Undertake any other reasonable duties as required by the Head of Customer Success to support the effective management and delivery of customer success services.
- Ensure clear documentation and structured handovers so escalated or complex cases can move smoothly between team members without loss of context.
- Operational & Support Responsibilities
- Manage team of three Digital Success Executives including 121s and annual reviews
- Act as the escalation point for customer complaints and complex issues from the DSE team, ensuring timely resolution and adherence to agreed standards.
- Provide guidance on prioritisation, approach, and escalation paths for complex customer scenarios within agreed authority levels.
- Handle complex or escalated renewal queries, operating within defined negotiation and escalation frameworks.
- Carry out data analysis and ad hoc Planhat work, including workflow, milestone and playbook reviews/updates, and segmentation cleanups.
- Maintain accurate CRM notes and customer documentation.
- Reply to inbound queries appropriately.
- Support team with client conversations and aligning internal stakeholders
- Cross Functional Collaboration
- Coordinate with Support, Product, and other internal teams on escalated or systemic issues, ensuring ownership is clear and outcomes are driven to resolution.
- Identify recurring themes, risks, or inefficiencies arising from pooled delivery and proactively surface structured insights to the Head of Customer Success.
- Act as a role model and coach for DSEs, reinforcing best practice, quality standards, and consistent execution across the pooled team.
- Share insights and trends with the wider Customer Success team to improve processes at scale.
- Align team activity to business direction and agreed priorities.
- Provides context and clarity on organisational decisions impacting the team.
- Actively seek out opportunities for process improvement and innovation to enhance overall CS performance.
- Collate DSE feedback to share with Head of Customer Success
- Support Head of Customer Success with reporting or other ad hoc duties.
Skills & Experience
2+ years' experience in a Team Leader role, or significant experience as a Senior-level professional within Customer Support, Customer Success, Account Management, Onboarding, or a related customer-facing function.
Comfortable operating in a pooled or shared ownership delivery model, managing work dynamically based on priority rather than named customer ownership.
Strong judgement and decision making skills when handling escalations, ambiguity, and competing priorities.
Ability to balance hands on delivery with coaching, quality oversight, and operational improvement.
Strong organisational skills, data analytics, and ability to handle large volumes of customers, tasks, and admin with accuracy and consistency.
Confident support and being primary representative for team.
Comfortable working at pace in a dynamic and reactive environment.
Excellent communication and problem-solving skills.
Confident engaging senior stakeholders on behalf of the team.
Comfortable delivering both 1:1 and group customer interactions.
Empathetic, patient, and committed to delivering an exceptional customer experience.
Strong written and verbal negotiation skills.• Confident using CRM systems, Planhat or similar digital tools, and basic reporting dashboards.• Naturally curious, always seeking to understand customer behaviour, problems, and opportunities.
- Additional Information
- Job Type: Remote, full time permanent position.
- Salary: £33,000-£35,000 per annum, dependent on skills and experience.
Benefits include
Income Protection Life Assurance Enhanced pension Health Cash Plan 28 days annual leave + bank holidays (pro rata for part-time employees) Sick pay scheme A range of flexible benefits via our Agilio Flex portal
If you feel you have what it takes to join our team, we look forward to receiving your application
Digital Success Executive Team Leader in Sheffield employer: Agilio Software Bidco Limited
Agilio Software Group is an exceptional employer, offering a dynamic work culture that prioritises employee growth and development within the healthcare software sector. With a commitment to innovation and customer success, employees benefit from comprehensive training, flexible working arrangements, and a supportive team environment that fosters collaboration and creativity. The company's ambitious growth plans provide unique opportunities for career advancement, making it an ideal place for those seeking meaningful and rewarding employment.
Contact Details:
Agilio Software Bidco Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Digital Success Executive Team Leader in Sheffield
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Agilio Software Bidco Limited. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Agilio Software Bidco Limited before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Digital Success Executive Team Leader in Sheffield
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Agilio Software Bidco Limited:Your cover letter is your chance to shine! Tell us why you want to work at Agilio Software Bidco Limited specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Agilio Software Bidco Limited!
How to prepare for a job interview at Agilio Software Bidco Limited
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
