Customer Success Manager

Job title:

Customer Success Manager

Company

Medbelle

Job description

About this roleThe Customer Success Manager is a key member of the Partnerships team and will play a pivotal role in Medbelle‘s growth. You will be responsible for rolling out and leading the Medbelle Growth Programme. The Medbelle Growth Programme performs a top-to-bottom analysis of our partner surgeons’ private practice as it is today and then provides clear recommendations on how they can achieve their goals by using Medbelle’s services. You’ll then work closely with a dedicated team to implement the recommendations, managing key projects and process improvements to ensure the growth of the surgeon’s private practice.What you will do

• Lead, coordinate and manage activity with multiple stakeholders to ensure the success and high-quality delivery of the Medbelle Growth Programme
• Management of Customer Success team, which includes the Marketing, Technical Onboarding and Account Management functions.
• Work closely with external stakeholders as well as our Sales and Product teams to perform Growth Evaluations to identify problems within the Surgeon practice and present and implement outcome-based solutions.
• Managing multiple projects simultaneously
• Responsible for ensuring that all solutions are delivered in a manner that is quality-driven, meet internal standards, and the client’s expectations.
• Create and manage detailed project plans and communicate status to the relevant stakeholders and management team.
• Prepare and distribute project documentation, including meeting minutes, status reports, and project plans.
• Perform data analysis and make recommendations and decisions accordingly
• Manage expectations of all stakeholders, communicating effectively and escalating issues appropriately.
• Establish timelines and confront critical-path items, tracking to deadlines.
• Assist in the development and implementation of project quality assurance processes.
• Act as a strategic partner to leadership within Medbelle

Who you are

• You have a professional background in consulting and project management, within the Healthcare Sector
• A strong understanding of process and product implementation – an understanding of what we have available, how it can help and how it can be implemented with what the client already has
• You are experienced in analysing financial performance and identifying high-value activities to improve it
• You have the ability to perform a variety of duties and demonstrate organisational skills from planning to execution of tasks and projects.
• You have a team approach to working with others and solving complex problems through collaboration.
• You have the ability to identify & escalate risks.
• You have exceptional communication skills, both interpersonal and presentation skills, with the ability to effectively communicate with diverse audiences
• You have a strategic mindset, with strong analytical, data-driven and problem-solving skills, and the ability to develop and execute innovative business strategies
• You have demonstrated success in managing strategic projects with diverse stakeholders and delivering high quality in a timely manner
• You have a passion for Healthcare with a genuine interest in improving healthcare delivery and a strong understanding of the challenges faced by healthcare providers.

What we offer

• A Gym Membership of your choice to support our physical health
• A remote working setup that allows for flexibility week by week
• Access to Hubble to book coworking spaces for those days you would rather not work from home
• Nilo mental health support subscription that allows each team member to have free consultations with therapists and psychologists for mental health signposting, recommendations and diagnosis
• Social Budgets for project lunches, department dinners or drinks with the team
• Corporate Discount Benefits that include innumerable subscriptions and discounts to brands, including fashion and technology
• A Personal Development Budget
• Biannual trips to our Berlin Office

The application processTotal duration: 2-3 weeks
We believe in giving everyone an equal chance. We want to find out if you have the necessary skills, independent of your background, gender, ethnicity, age etc. and take active steps to reduce any potential bias in our recruitment process.

• Screening: After you submit your application materials we will review them to gauge if they meet our requirements. We aim to get back to you as soon as possible.
• Recruiter call: If you pass the initial screening we will be in touch to schedule an initial video call. The goal of this initial video interview is to learn more about you and what you are looking for. This call is also an opportunity for you to learn more about Medbelle and the role so that we can both evaluate if there is a mutual fit.
• Hiring Manager interview: If this all goes well, we will be in touch to schedule a video interview with the Head of Provider Partnerships, which will allow you to show how your experience will help you contribute to the role and department.
• Case study & presentation: If we both want to continue after that then we will send you a brief case study that is related to your role. We would like for you to work on the case study in your own time and send it back to us. If all looks good, we will then have another interview with you, where we discuss your case study and do an in-depth interview. This should give both of us an opportunity to judge if we can see each other working together over the long term.
• Cultural addition interview: Your final conversation will be a more personal chat with someone from another tea,. It will ensure that you will be a great addition to our entire team and will feel at home here.
• Offer

About usMedbelle is building the world’s first digital hospital, enabling better specialist care pathways at lower costs throughout the UK. Their custom-built technology supports their nationwide network of most private UK surgeons and hospitals, which redefines healthcare accessibility and empowers patients and clinicians alike.

• Background: Founded in 2016 and supported by £20M+ of funding from reputable international investors, Medbelle has established itself as a European leader in elective specialist care digitalisation. Having established partnerships with organisations like Bupa, HCML and HealthcareRM and working with some of the UK’s leading surgeons, Medbelle has supported 200k+ patients, enabled multiple thousand surgical procedures and is quickly growing revenues.
• Mission: Make the best medical care accessible to all. In the future, all patients will be treated with the support of digital hospitals: The model enables a better care experience, excellent medical results, and keeps healthcare affordable for patients and insurers. At a large scale, Medbelle can generate cost-savings that can keep better healthcare affordable and accessible even with demographic change.
• Value: UK’s best-rated medical provider (NPS 88), quantified quality of care through standardised clinical outcome collection, and significant cost savings for patients and health insurers.
• Model: Medbelle supports both insurers and non-insured patients in getting the best care at lower costs and with minimal admin efforts. As a tech-enabled care provider, Medbelle provides procedures, consultations and diagnostics to individual non-insured patients and insurance companies.
• Team:

(CEO; WHU, background in tech & consulting, parents are doctors), (CMO; ex-orthopaedic surgeon and ex-medical director at Bupa, HBS-trained), (CFO; 7x PE in London at Nomura/Perella/Goldman), (CTO; 20y in software dev). 48 people (39 in Berlin, 9 in the UK; plan to recruit increasingly in the UK; remote-first but with a Berlin office and regular in-person meetings in the UK)OUR CULTURE50+ Medbellians
25+ Nationalities
17 LanguagesAlone you go fast, together you go far: We celebrate strong individual performance – but we believe that it is only the first step towards success. Extraordinary results require that talented individuals collaborate, with strong opinions weakly held and with a shared commitment to do whatever is best to achieve our joint mission.If this role, our mission, and our culture resonate with you then we would love to hear from you.
We are also open to general applications from extraordinary candidates.
If you want to learn more about us, here are some links to get you started:– http://bit.ly/medbelle_trustpilot
– http://bit.ly/medbelle_glassdoorAt Medbelle, we strive daily to be as inclusive as possible, not just because it’s the right thing to do, but because it makes us stronger.
We will always celebrate you for, well, being you!
This means all qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, or age.

Expected salary

Location

United Kingdom

Job date

Fri, 12 Jul 2024 22:09:31 GMT

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