Customer Success Consultant in Danbury

Location: East of England (East Anglia)

Role Type: Remote role with travel

Reporting to: Managing Partner, Specialty Transformation

About Us

We are a well‑established and trusted health economy partner, saving millions for reinvestment in health and social care through our Workforce, Financial, Care and Specialty Transformation businesses. We are dedicated to improving the health economy through expert advisors, established technology, and best practice process improvement. Our work has also been recognised with numerous HR and Finance industry awards.

Job Summary

Are you passionate about improving patient pathways and helping NHS teams deliver smarter, more efficient care? We’re looking for a Customer Success Consultant to work closely with NHS clients to increase adoption of Patient Initiated Follow Ups (PIFU) and support an overall reduction in unnecessary follow‑up appointments. In this role, you’ll be the trusted link between Liaison Group and our clients—supporting both pre‑ and post‑implementation of the Liaison Assist platform. You’ll build long‑term relationships, influence service change, and drive platform adoption to help our clients achieve market‑leading PIFU rates, improved clinical pathways, and measurable savings and efficiencies. You’ll be seen as an extension of the client’s team, maintaining a consistent on‑site presence and working with cross‑functional colleagues internally to plan and deliver rollouts that increase clinical pathway usage and engagement with Liaison Assist.

Principal Tasks and Activities

• Advising and assisting the client to redesign pathways and to maximise savings and efficiencies through effective use of the Liaison Assist platform.
• Acting as the central point of contact between clients and internal Liaison teams (including Sales, Support, Product, and Technical), coordinating activity to resolve issues and meet client needs.
• Building and managing trusted long‑term relationships with key client stakeholders, with particular focus on clinical, digital, and operational teams.
• Understanding developments around clinical pathway redesign including GIRFT (Getting it Right First Time) and the development of outpatient left shift into the community and town based teams.
• Understanding the client’s clinical pathway requirements, goals and priorities to ensure alignment with delivery.
• Maintaining regular on‑site presence at client sites, facilitating and participating in meetings with various stakeholders including clinical, digital, governance, senior leadership and operational teams to understand client processes and user journeys required.
• Working collaboratively to agree and deliver structured rollout and adoption plans, driving increased uptake and sustained platform utilisation in pursuit of constantly increasing the volume of new outpatient appointments carried out by senior clinicians and reducing the number of follow ups.
• Providing training to clients during pathway implementation and adoption.
• Leading regular account review meetings with senior stakeholders to ensure alignment on goals and drive client success.
• Delivering performance reports to show utilisation, savings and opportunities for further expansion to senior stakeholders.
• Providing recommendations for enhancements and improved delivery of the service model.
• Coordinating with the Liaison technical team for new client adoption requirements, such as data mapping, requirement clarifications and new feature and report requests.

Skills, Experience & Competencies

Due to the anticipated pace of growth, it is essential that the candidate is flexible and creative.

Experience

• Deep understanding of pathway redesign with regards to Outpatients.
• Demonstrates a strong analytical and logical approach, with a high level of attention to detail.
• Proven experience adopting a consultative approach to client management and stakeholder engagement.
• Experience conducting both on‑site and remote client engagement and review meetings.
• Exceptional communication skills, with the ability to engage effectively with stakeholders at all levels.
• Working knowledge of clinical workflows and processes within a healthcare setting, particularly within the NHS.
• Thought leader in Outpatients redesign.
• Structured thinker with the ability to identify all the pathways in a specialty and work through each one to identify and change the pathway to increase PIFU rates and reduce follow up volumes.

• Experience supporting customers and internal stakeholders with solution configuration and the implementation of best‑practice processes.
• Working knowledge of SaaS platforms and/or task management solutions, including industry best practice.
• Experience of supporting or leading change management initiatives.

Skills & Competencies

• Demonstrates a proactive approach, with the ability to take initiative as the service offering matures within the client environment.
• Strong interpersonal and communication skills, with the ability to convey complex information clearly and effectively.
• Proven ability to influence and engage senior leaders and clinical stakeholders to support adoption and change.
• Capability to undertake process mapping activities to understand, document, and improve clinical and operational workflows.
• Able to act as a point of escalation for clients, managing issues professionally and ensuring timely resolution.
• Takes a logical and data‑driven approach to performance metrics, reporting, and insight generation.

Full Clean Driver’s License and use of a car as travel is essential.

Values

You will be expected to demonstrate Liaison’s core values: Care, Honesty, Inspire and Guide, and embody our behaviours—be present, choose your attitude, make someone’s day, and have fun.

Further Information

We are proud to support our colleagues and will offer an interview to any candidate with a disability, should they match the skills and experience required for the role. Liaison Group is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. We pride ourselves on being a place where we can all be ourselves and succeed on merit.