About Us

Lanas is igniting healthcare innovation. For nearly three decades, we have connected GPs, pharmacists, specialists, surgeons, and other healthcare professionals with the best technology possible, from trusted everyday systems to new innovative tools that add real value for our customers.

Our technology is used by millions of clinical users in over twenty countries. From core clinical workflows to AI-driven innovation, our products help reduce admin, improve access, drive efficiencies, and support safer, more connected care.

The Customer Success Implementation Agent is responsible for guiding new customers through the implementation of our products(iMedDoc). This role includes installation, testing, delivery of product training, understanding customer requirements and ensuring a smooth transition from purchase to go live.

Key Responsibilities:

• Take full ownership of the customer onboarding process, ensuring all account information, documentation, and system setups are completed accurately and on time.
• Lead customer calls to understand practice-specific requirements and set clear expectations.
• Install, configure, and test software for all new client sites.
• Collaborate with data and development teams to ensure timely completion of tasks prior to go-live.
• Demonstrate product functionality and guide customers through user acceptance testing.
• Deliver comprehensive user training sessions to ensure customer proficiency.
• Gather and analyse customer feedback to enhance onboarding and training experiences.
• Maintained daily communication with the coordination team, providing progress updates via SharePoint tracker.

• Proactive problem-solving skills, with the ability to identify issues early and drive them through to resolution.
• Self-motivated and enthusiastic, demonstrating a genuine commitment to delivering an excellent customer experience.
• Excellent communication and interpersonal skills, building trust and confidence with customers throughout their journey.
• Strong sense of ownership and accountability, taking full responsibility for customer onboarding from start to finish.
• Exceptional attention to detail, ensuring all customer information, documentation, and system setups are completed accurately and correctly the first time.
• Strong organizational and time-management skills, capable of managing multiple onboarding projects simultaneously.
• Ability to work collaboratively across teams to resolve customer issues and ensure successful outcomes.
• Customer-focused mindset with a passion for helping customers achieve their goals
• Resilient and adaptable, remaining positive and solution-oriented when faced with challenges.
• Ability to monitor progress, follow up on outstanding actions, and ensure no task is left incomplete.

At Lanas, you can expect challenging projects, task ownership, continuous training and professional development, and ultimately, the chance to grow a career in an experienced company directly helping to improve patient care. Further, you can also expect:

• Company matched pension scheme.
• 22 days annual leave, increasing yearly up to 26 days.
• Paternity & Maternity benefits.
• Flexible working/work from home opportunities.
• 2 paid CSR Volunteering/Charity Days per year.
• 1 Wellbeing Day per year.
• Full access to our Employee Assistance Programme.
• Regular wellbeing supports and webinars.
• Annual leave purchase scheme.
• Working abroad opportunities – 20 working days per year.

Lanas is an equal opportunities employer