Client Success Associate, Suvera

• This role is a full-time position and ideal for a professional who has experience building successful relationships with an array of different types of external stakeholders
• You should be able to support the team in engaging our Partners to ensure we are providing them with the best service, alongside reporting back any Partner feedback to internal teams
• You will need to be hands-on and proactive to ensure that our Partners receive an excellent service that leads to stellar feedback
• Some understanding of NHS structure and funding
• Some experience of working in a client success team or an avid interest in partner/ client relationships is desirable
• Excellent communication skills, both written and spoken with the ability to communicate effectively
• A friendly, positive attitude
• A proactive mindset, continually using your initiative to drive work forward
• A confident manner in interacting with partners across various formats
• Ability to work under pressure
• Adaptable, able to juggle changing priorities and differing client needs
• A good team player with sound judgment and decision making skills
• Self motivated and an ability to work towards targets and deadlines
• A continuous growth mindset
• Excited about being involved with transforming the future of healthcare delivery for patients with long-term conditions

Desirable

• As Client Success Associate at Suvera, you will support the Client Success team in delivering services to our Partner contracts, mainly Primary Care Networks (PCNs) and Integrated Care Systems (ICSs) across the UK
• This role will sit within the Client Success team to ensure Partners gain exactly what they need from our virtual care services and SaaS tools
• Our most important metric for growth is retention of our contracts, and as Client Success Associate, you will be a key player in achieving this measure of success
• Client onboarding and training:
• Support the Head of Client Success in onboarding new clients, ensuring clients are onboarded in a timely manner
• Support the Head of Client Success in re-engaging clients that have disengaged during the onboarding process
• Deliver training to clients to maximise their understanding and utilisation of our virtual care solutions
• Client retention and growth:
• Proactively engage with key external stakeholders (e.g. practice managers, clinical staff, receptionist teams) to schedule meetings and gather feedback. This will include a mix of emails, phone calls and practice visits
• Collate client feedback to be shared with wider internal teams to ensure client needs are heard and understood
• Help support complaints/incidents and ensure feedback and findings are relayed back to clients
• Support in creating monthly reports to ensure clients stay up to date on progress
• Support with gathering updates from practices on their ways of working with us
• Client success and collaboration:
• Actively seek feedback from clients to inform improvements and enhancements to our virtual care solutions
• Foster a culture of collaboration and continuous improvement within the Client Success team
• Work closely with other departments, including Partnerships, Marketing, Product, and Operations, to ensure alignment and coordination of efforts to maximise client satisfaction and growth

• We usually respond within a week