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Customer Success Executive

Patchwork Health
Closing date
17 Sep 2021

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Technology & New Media
Contract Type
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What is Patchwork?

Patchwork is an award-winning digital healthcare solution that was built by doctors, for doctors. We are a public-private partnership with Chelsea & Westminster NHS Trust, are co-owned by The British Medical Journal and work with over a dozen UK NHS Trusts.

Patchwork is revolutionising flexible working in the NHS. We are helping NHS organisations save millions (and counting), by connecting them to an increasing number of flexible bank workers, in order to grow their staff banks, remove reliance and spending on locum agencies, and to improve the general experience of flexible bank working.

Ultimately, Patchwork helps to save money, time and effort, so that it can be better spent on patient care.

The role:

The key to our future success will be to ensure that Patchwork is known for enabling our customers to achieve their goals, sustaining deep relationships and delivering great service. As someone who works directly with customers, the role holder will be responsible for advocating customer and user needs covering inbound requests and is also proactive to establish a program of engagement for each of Patchwork's major customers.

  • Coordinating the implementation of proprietary software at client sites (i.e. hospitals), including training of software to stakeholders
  • Driving improvement projects for clients to measure and improve metrics based on departmental goals
  • Ensure that all relevant stakeholders are up to date with progress and have relevant information to track progress towards their goals
  • Becoming a user and product expert and to act as the voice of the customer internally
  • Provide technical and non-technical support for end users of any queries related to mobile app and web based platform
  • Product testing for web based platform and mobile app
  • Follow up and provide aftercare support for clients and end users

Ideal Profile:
  • 1-2 years in a customer service/success role
  • Excellent customer support skills, therefore must have good presentation, written and verbal communication skills
  • Tech savvy and any previous experience in tech/start-up domain would be a bonus
  • Highly organised individual to manage multiple streams of workload
  • Comfortable working with data; proficient on Excel and Customer Support tools such as Intercom
  • Experience in UI/UX and building a community amongst user bases

  • Support remote/flexible working environments
  • 24 days annual leave with the option to carry up to 5 days over
  • Cycle and Tech loan scheme
  • EMI Shares Options
  • Discounted highstreet perks with CharlieHR
  • Salary advances with our financial wellbeing partner, Wagestream
  • Free therapy, counselling and other wellbeing services through our Employee Assistance Programme: Health Assured
  • Trained Mental Health First Aiders in the business
  • Weekly Lunch & Learn
  • Monthly Culture Club: Diversity talks, cooking workshops, book clubs
  • £250 per employee assigned to Learning & Development
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