At a Glance
- Tasks: Be the go-to person for GP practices, ensuring they thrive with our platform.
- Company: Join a dynamic healthcare tech company focused on customer success.
- Benefits: Enjoy equity, private health insurance, 25 days holiday, and a £1,500 learning budget.
- Other info: Flexible working options and opportunities for travel across England.
- Why this job: Make a real difference in healthcare by empowering practices to succeed.
- Qualifications: 3+ years in customer success or account management, preferably in healthcare.
We're looking for a Customer Success Manager to be the bridge between Medelic and the GP practices we serve. You'll own the customer relationship from onboarding through ongoing success, ensuring practices get maximum value from our platform.
This role is part consultant, part project manager, part advocate. You'll spend time in practices understanding their workflows, train staff on using Medelic effectively, and bring insights back to our product team to drive improvements.
What You'll Do
- Lead customer onboarding and implementation projects
- Build strong relationships with practice managers, GPs, and staff
- Conduct training sessions and create support documentation
- Monitor customer health metrics and proactively address issues
- Gather feedback and advocate for customer needs internally
- Identify opportunities for expansion within PCNs and ICBs
- Contribute to playbooks and processes as we scale the team
What We're Looking For
- 3+ years of experience in customer success, account management, or similar
- Experience working with healthcare organisations (NHS experience a plus)
- Excellent communication and relationship-building skills
- Ability to manage multiple accounts and prioritise effectively
- Comfort with technology and ability to explain complex products simply
- Self-starter who thrives in a fast-paced environment
- Willingness to travel to customer sites (primarily within England)
Nice to Have
- Background in NHS primary care operations
- Experience with change management in clinical settings
- Familiarity with EMIS, SystmOne, or other GP clinical systems
- Equity: Meaningful equity stake in a growing company
- Private health insurance
- 25 days holiday + bank holidays
- £1,500 annual learning budget
- Flexible working (hybrid, London-based with travel)
- Enhanced parental leave
Customer Success Manager employer: Medelic
At Medelic, we pride ourselves on being an exceptional employer that values the growth and success of our team members. As a Customer Success Manager, you'll enjoy a supportive work culture that encourages professional development through a generous learning budget and flexible working arrangements. With meaningful equity opportunities and a focus on employee well-being, including private health insurance and enhanced parental leave, Medelic is committed to fostering a rewarding environment for those passionate about making a difference in healthcare.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Medelic. 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 Medelic 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 Customer Success Manager
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 Medelic:Your cover letter is your chance to shine! Tell us why you want to work at Medelic 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 Medelic!
How to prepare for a job interview at Medelic
✨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.
