Customer Success Consultant in Worcester

Are you passionate about improving patient pathways and helping NHS teams deliver smarter, more efficient care? We are 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 client support, 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.

Main duties of the job:

• Work in partnership with NHS stakeholders to understand their challenges and objectives.
• Support the design and improvement of digital workflows to enhance clinical and operational efficiency.
• Plan and deliver system implementations from initial scoping through to go live and ongoing support.
• Configure systems and reporting to meet client requirements and support decision making.
• Provide training guidance and ongoing support to ensure successful adoption and user confidence.
• Act as a trusted advisor ensuring a positive customer experience and effective use of the platform.
• Collaborate with internal teams to deliver solutions aligned with NHS priorities and client needs.

Job responsibilities:

• Support clients to redesign clinical pathways and maximise efficiency through effective use of the Liaison Assist platform.
• Act as the central point of contact between clients and internal teams coordinating activity to resolve issues and meet client needs.
• Build and maintain strong long‑term relationships with key stakeholders across clinical, digital and operational teams.
• Understand client priorities, clinical workflows and wider developments in outpatient pathway redesign including PIFU and community based models.
• Maintain regular onsite presence engaging with stakeholders to understand processes and user journeys.
• Collaborate to deliver structured rollout and adoption plans driving increased utilisation and reduction in follow‑up appointments.
• Provide training and ongoing support to embed new pathways and ways of working.
• Lead account review meetings and deliver performance reporting on utilisation savings and opportunities for growth.
• Recommend service improvements and coordinate with technical teams on system enhancements, data requirements and new features.

Person Specification

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.

Experience:

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

Disclosure and Barring Service Check:

This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.