At a Glance
- Tasks: Support SMB customers with digital onboarding and ensure their success through effective communication.
- Company: Join Agilio Software Group, a leading UK healthcare software provider with exciting growth plans.
- Benefits: Enjoy a competitive salary, flexible benefits, and 28 days annual leave plus bank holidays.
- Other info: Remote work with some travel; excellent career growth opportunities in a dynamic environment.
- Why this job: Make a real impact in healthcare by helping customers succeed with innovative software solutions.
- Qualifications: 1-2 years in customer support or similar roles, strong organisational and communication skills.
The predicted salary is between 28000 - 29000 £ per year.
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.
The Digital Success Executive operates as part of a pooled team, delivering digital onboarding, adoption support, and operational interventions to small and midsize (SMB) customers based on demand and priority. The role focuses on high quality, consistent execution of defined customer success motion; ensuring customers receive the right interventions at the right time while maintaining strong communication, effective issue management, and accurate reporting.
Key Responsibilities:- Deliver digital onboarding, training, and adoption interventions to SMB customers from a shared queue, based on priority and defined triggers.
- Oversee, review, and report on the digital customer journey, ensuring key milestones are met.
- Monitor customer health indicators and identify additional indicators.
- Manage interventions when usage drops, milestones are missed, or risk signals arise.
- Contribute to overall GRR and retention outcomes through timely, high-quality interventions and accurate handling of renewal related queries.
- Ensure clear, timely documentation and handover notes so any DSE can continue customer activity without loss of context.
- Handle customer complaints professionally, ensuring timely escalation and resolution.
- Handle inbound renewal queries and negotiations strictly within defined authority levels and escalation paths.
- Carry out data analysis and ad hoc Planhat work, including workflow, milestone and playbook reviews and updates, and segmentation clean ups.
- Execute standardised workflows, playbooks, and milestones consistently to ensure a predictable and scalable customer experience.
- Maintain accurate CRM notes and customer documentation.
- Reply to inbound queries appropriately.
- Partner with Support to ensure case resolution and a smooth customer experience.
- Share insights and trends with the wider Customer Success team to improve processes at scale.
- Identify recurring issues, risks, or inefficiencies and feed structured insights back to Customer Success, Support, or Product for resolution at scale.
- 1–2 years in Customer Support, Customer Success, Account Management, Onboarding, or similar.
- Strong organisational skills, data analytics, and ability to handle large volumes of customers, tasks, and admin with accuracy and consistency.
- Comfortable working at pace in a dynamic and reactive environment.
- Excellent communication and problem-solving skills.
- Comfortable delivering both 1:1 and group training sessions.
- 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.
- Job type: Remote, with some travel
- Salary: £28,000 – £29,000 per annum OTE £30,800-£31,900
- Benefits include:
- Income Protection
- Life Assurance
- Enhanced pension
- Health Cash Plan
- 28 days annual leave + bank holidays
- 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 in Stoke-on-Trent employer: Agilio Software
Agilio Software Group is an exceptional employer, offering a dynamic work culture that prioritises employee growth and development within the healthcare technology sector. With a strong focus on customer success, employees benefit from comprehensive training, flexible working arrangements, and a supportive team environment, all while contributing to meaningful solutions that impact healthcare delivery across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Digital Success Executive in Stoke-on-Trent
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to customer success. We recommend role-playing with a friend or using online resources to get comfortable with your responses.
✨Tip Number 3
Showcase your skills during interviews by sharing specific examples of how you've handled customer issues or improved processes in previous roles. This will demonstrate your problem-solving abilities and commitment to customer satisfaction.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team at Agilio Software Group.
We think you need these skills to ace Digital Success Executive in Stoke-on-Trent
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Digital Success Executive role. Highlight your relevant experience in customer support or onboarding, and show us how your skills align with our mission at Agilio Software Group.
Showcase Your Communication Skills:Since this role involves a lot of customer interaction, it’s crucial to demonstrate your excellent communication skills. Use clear and concise language in your application, and don’t forget to mention any experience you have in delivering training or managing customer queries.
Highlight Your Organisational Skills:We’re looking for someone who can handle multiple tasks efficiently. In your application, share examples of how you’ve managed large volumes of work or maintained accuracy under pressure. This will show us you’re ready for the fast-paced environment we thrive in.
Apply Through Our Website:To make sure your application gets to us directly, apply through our website. It’s the best way to ensure we see your application and can consider you for this exciting opportunity with Agilio Software Group!
How to prepare for a job interview at Agilio Software
✨Know the Company Inside Out
Before your interview, take some time to research Agilio Software Group. Understand their products, mission, and recent developments in the healthcare software sector. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Customer Success Skills
Prepare examples from your past experiences that highlight your customer support or success skills. Think about times when you successfully onboarded a client or resolved a complex issue. Be ready to discuss how you can apply these skills to help SMB customers thrive at Agilio.
✨Demonstrate Your Analytical Mindset
Since the role involves data analysis and monitoring customer health indicators, be prepared to discuss your experience with data analytics. Bring examples of how you've used data to drive decisions or improve customer experiences in previous roles.
✨Practice Your Communication Skills
As the Digital Success Executive, you'll need to communicate effectively with both customers and internal teams. Practice articulating your thoughts clearly and concisely. Consider doing mock interviews with a friend to refine your delivery and ensure you're comfortable discussing your experiences.
