Customer Success Executive, Huma

• Candidates with an engineering background in any discipline are preferred
• Strong cross collaborate skills as you’ll be working with all departments across the business (e.g. product, sales, engineering, account managers)
• Experience working in a busy customer success/ support role and able to manage your time appropriately
• Excellent troubleshooting and problem solving skills with a ‘can do’ attitude
• A love of data to track and improve own performance, team collaboration and customer utilization
• Excellent written and verbal communication skills to support and build relationships with customers
• A strong communicator - you practice open and clear dialogue, while listening with fairness
• Detail oriented - working with people’s health means we obsess over every detail and make sure we get it right
• A collaborator - you achieve some of the greatest results by working together
• Ambitious and driven - the ability to focus your energy where it matters the most
• A Self-solver - you are resourceful and seek solutions through collaboration
• An Agile thinker - comfortable adjusting to a fluid business environment where rapid change is the norm

Desirable

• We are looking for a Customer Success Executive to join the Huma UK Customer Success team and deliver excellent customer experience to all our users
• The role focuses on supporting customers and ensuring they get the maximum benefit and satisfaction from using all the features in the Huma Workspace
• Provide support for customers across Primary, Secondary and Emergency care including live chat, email and some calls
• Become an expert on the Huma UK products and services to allow you to support both external and internal queries
• Identify and grow customer advocates and champions alongside identifying potential customer churn
• Support in building and managing the internal and external knowledge centres
• Work closely with the product team to help with product roll outs
• Support the mobilisation of customers including account creation, training and onboarding
• Objectives & Key Results (OKRs) for the first 6 months:
• Become an expert on the full Huma UK product suite to allow you to support both external and internal queries
• Support customers with an average reply rate of under 20 minutes and a satisfaction score of over 80%
• Support in creating an internal and external knowledge hub to promote self
• Form part of the key product development flow with knowledge from being the eyes and ears on the ground