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 competitive salary, flexible benefits, and 28 days annual leave plus bank holidays.
- Other info: Remote work with some travel; excellent career development opportunities await you.
- 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 communication, and problem-solving 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 Role:
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:
Customer Engagement
- 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.
Operational Responsibilities
- 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.
Cross functional collaboration
- 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.
Essential Experience Skills:
- 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.
Additional Information
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 Warrington employer: Agilio Software
Agilio Software Group is an exceptional employer, offering a dynamic work environment that fosters growth and innovation in the healthcare software sector. With a strong focus on employee well-being, we provide comprehensive benefits including income protection, life assurance, and a generous leave policy, all while promoting a culture of collaboration and continuous learning. Join us remotely and be part of a team dedicated to making a meaningful impact in healthcare operations.
StudySmarter Expert Advice🤫
We think this is how you could land Digital Success Executive in Warrington
✨Tip Number 1
Get to know the company inside out! Research Agilio Software Group, their products, and their mission. This way, when you get that interview, you can show them you're not just another candidate but someone who genuinely cares about their success.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. A friendly chat can sometimes lead to insider tips or even a referral, which can give you a leg up in the hiring process.
✨Tip Number 3
Practice your pitch! Be ready to explain how your skills in customer support and data analytics make you the perfect fit for the Digital Success Executive role. Tailor your examples to show how you can help Agilio achieve its goals.
✨Tip Number 4
Don’t forget to follow up! After an interview, send a quick thank-you email. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the best choice for the job!
We think you need these skills to ace Digital Success Executive in Warrington
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer support or success. We want to see how your skills align with the Digital Success Executive role, so don’t hold back on showcasing relevant achievements!
Show Off 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 maybe even share an example of how you’ve successfully resolved a customer issue in the past.
Highlight Your Organisational Skills:We’re looking for someone who can juggle multiple tasks and keep everything organised. In your application, mention any tools or methods you use to stay on top of your workload, especially if you have experience with CRM systems or data analysis.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at Agilio Software Group.
How to prepare for a job interview at Agilio Software
✨Know the Company Inside Out
Before your interview, make sure you research Agilio Software Group thoroughly. 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 ensure a smooth digital onboarding process for SMB customers.
✨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. This will show that you're not just reactive but proactive in your approach.
✨Practice Your Communication Skills
As the role requires excellent communication, practice articulating your thoughts clearly and confidently. You might even want to do a mock interview with a friend. Focus on how you would explain complex concepts simply, as you'll need to deliver both 1:1 and group training sessions.
