Job Description – Customer Success Specialist

Every single day around the world, thousands of patients are harmed from care delivery errors, many of which are preventable. We want to change that. RLDatix is on a mission to improve healthcare by enabling a world where patients receive the best and safest care possible. Trusted by thousands of clients around the world, our connected healthcare operations platform combines software and trusted services to empower organizations with critical data insights across risk, safety, compliance, provider lifecycle and workforce management. Our user-centric approach provides a holistic, real-time view of healthcare operations, connecting disparate information across the enterprise – thus giving organizational leadership the contextualized data they need to make better-informed decisions.

RLDatix is truly global, with over 2,000 employees across the UK, Europe, Middle East, Australia, Canada, and the United States. Our strategy is fuelled by organic and inorganic growth that brings together the brightest minds and the latest technology – including AI - to deliver marketing-leading solutions for our clients. We are looking for people to join our team who are passionate about making a positive change in healthcare. Join us as we work towards our vision of safer, better healthcare for all.

What You Will Do:

The Customer Success Specialist (CSS) will work in partnership with the Customer Success (CS) Team, Account Teams and relevant Product colleagues. Working with all relevant areas to help drive adoption and best practice recommendations across the customer base. The role will apply domain expertise in order to ensure the voice of the customer is heard in the product department for existing/new functionality requests.

The CSS will provide a critical link between CS and our customers to ensure organisational objectives have been met and benefit realisation reached with the solutions/modules procured. They will also have responsibility to ensure their relevant product/groupings within the world of the Medics Health Suite offering caters for customers current and future needs through analysis of data and delivery of operational content to the customer base. Ultimately, you’ll be empowered to do what is right for our customers and our service.

Responsibilities:

• Provide subject matter expertise across the customer base to ensure they have access to SME level industry knowledge when applying change in their organisation.
• Work closely with the team to ensure the customers product needs have been explored, met and technically configured.
• Work closely with Product via their relevant product steering group to ensure the voice of the customer is heard internally. Expand this further to other teams such as Sales to ensure we are all aligned with product strategies, pains and opportunities for improvement.
• Work closely with our Support service to ensure we’re supporting their knowledge growth and ultimately improving the service delivered. Look at datasets to help understand where we can support.
• Ensure the Customer Experience from Customer Success for the relevant product/grouping is clearly defined for the customer base.
• Support team onboarding/training of products and solutions.
• Review existing/new release note documentation for designated products, ahead of general releases as part of the RAT process. Highlight and escalate any misinformation in release notes for technical author to amend.
• Collaborate with the Product Manager and Owner to ensure new functionality Is understood technically and why the new functionality has been added, what need of the customer base does this fulfil?
• Undertake new functionality, best practice and process, Here to Help Webinars and Accelerator Programs in collaboration with the business to promote adoption or new functionality features.
• Ensure adoption metrics for the relevant product/grouping are clearly defined and quantifiable, analysing the customer base.
• Management of relevant CS dashboards to report to the wider business on adoption metrics and areas of focus for improvement.
• Engage with end users from organisations to support adoption and utilisation of relevant product/grouping.
• Analysing data to present to wider business on key initiatives for product/grouping.
• Segmentation of customer base based on analysis of product/grouping
• Keep up to date with industry level knowledge and competitor awareness in the market.
• Act as an expert point of reference for matters related to the product/grouping assigned to support wider business functions across Allocate.
• Participate in development and ‘Go To Market’ of new solutions within the product grouping assigned, to ensure customer success deliverables are clearly defined and achieved.
• Participation/Leadership in RUG’s as and when required.
• Support CS/the business in any other duties that may be required.

Key Performance Indicators

• Create client reference sites for best practice knowledge share and improved adoption.
• Successful increase in adoption levels across the customer estate.
• Mentoring / supporting the team.
• Deployment and adoption of new processes/services.
• Based on the diversity of this role, further KPIs to be discussed and measured through objective setting.

Key Skills, Qualifications & Experience

• Very good knowledge of one or more Medics Health Suite solutions within RLDatix (formerly Allocate) e.g. Allocate ActivityManager, Allocate Job Plan, MedicOnDuty etc.
• Strong knowledge of the NHS ecosystem and its associated jargon
• Ability to function independently with a high degree of accuracy and accountability in a fast-paced environment
• Ability to engage with stakeholders of all levels and translate information into meaningful content
• Interest in technology and digital solutions
• Detailed knowledge of domain
• General knowledge of core Rldatix Health Suite
• Ability to coach/mentor more junior members of the department
• Analysis and interpretation of large raw data sets
• Passionate, ‘Can Do’ style attitude
• Project management/ change management desirable but not essential
• Proficiency in Microsoft Office Suite including Word, Excel, PowerPoint & Outlook
• Excellent communication skills and attention to detail
• Excellent problem-solving ability
• Customer-centric orientation with the ability to build relationships via email, telephone and in person
• Excellent organisational skills, adherence to deadlines, ability to prioritise and manage multiple tasks at once