Customer Success Manager, HOPCo
Health Technology
More information about location
Pathway-specific digital companions for orthopaedic surgery, musculoskeletal care & beyond
Posted today
Pathway-specific digital companions for orthopaedic surgery, musculoskeletal care & beyond
21-100 employees
Posted today
More information about location
21-100 employees
Company mission
Unlocking value for physicians, health systems, and health plans through technology.
Role
Who you are
- At least 5 years experience working in a relevant technology, digital transformation, consulting or customer success role
- Experience and solid understanding of the health tech landscape or the NHS
- Excellent communication skills and ability to build strong relationships with a variety of different stakeholders
- Project management skills and experience running multiple implementations or projects simultaneously
- Comfortable working in a fast-paced environment and able to balance competing priorities across multiple clients at the same time
- Strong attention to detail
Desirable
- Experience of deploying technology in a healthcare setting in primary or secondary care - experience of working with or within the NHS would be particularly beneficial
- Full UK clean driving license, access to a car and willingness to travel regularly within the UK
- Experience of working as part of a larger Customer Success team and ability to share past experiences as we continue to grow our CS function
What the job involves
- Lead the implementation of the myrecovery platform to NHS Trusts and private providers. From understanding the initial requirements to training, launch and transition to BAU. You’ll play a pivotal role in the adoption of the product, ensuring long-term success of our clients
- Follow our implementation methodology and work closely with the VP of Customer Success to continue to improve our processes as we scale
- Manage relationships with a range of stakeholders, both clinical and operational, at our client sites
- Fully understand our customer requirements, what success means to them and do everything we can to ensure our solutions deliver our clients value
- Liaise closely with a range of internal teams and stakeholders to ensure timely and accurate implementations are delivered
- Work closely with the product team, feeding back the ‘voice of the customer’ from both clinician and patient perspectives
- Track product adoption and customer health against agreed KPIs
- Contribute to high levels of customer satisfaction, leading to a smooth renewals process
- Uncover expansion and upsell opportunities to handover to the business development team
- Whilst this role will initially focus on the implementation of the myrecovery platform, the role will likely expand to include deployment of other HOPCo digital solutions in the future
Application process
- 1. Apply on WTTJ
- 2. Video introduction call with HR
- 3. Video interview with VP, Customer Success (UK)
- 3. In person interview with the team
Our take
The strain placed on healthcare systems over recent years has galvanised substantial and necessary changes in the way these institutions operate. One of them is remote patient monitoring. HOPco’s app allows patients to remotely connect with their care providers easily and frequently, recording their own recovery data and outcomes. These data sets become insights, which are subsequently shared with major orthopaedic research institutions worldwide.
It’s a neat win/win dovetail on HOPco's part, one that addresses patients’ need for on-demand, quality care, and researchers’ need to underpin their work with broad, real-world data sets. Some scepticism has been voiced among both caregivers and patients about the relative quality of telemedical care. However, the lengthy patient backlogs and surgery cancellations of recent years have highlighted that offering remote healthcare options is, for many, not an option but a necessity.
Steph
Company Specialist at Welcome to the Jungle
Insights
35% female employees
Company
Company benefits
- 25 days paid holiday, plus bank holidays
- Hybrid working
- Training budget for professional development
- Enhanced Company Pension Scheme (up to 5% matched on full earnings)
- Cycle to Work Scheme
- Flexible working arrangements
- Dog Friendly office
- Private Health Insurance
Company HQ
Aldgate East, London, UK
Leadership
Tom Harte
(Co-Founder)A surgical doctor who trained at the Royal College of Surgeons and the University of Manchester.
Axel Sylvan
(Co-Founder & Chief Clinical Information Officer)Has held various medical roles at Whittington Health, Queen Mary University, Doctors of the World, and - just prior to co-founding msk.ai - was a paediatric surgeon at Great Ormond Street Hospital.
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