Summary
MediShout is a unique and fast-growing startup that digitises operational pathways in healthcare so staff can deliver best patient care. Our App is the first in healthcare for staff to report and resolve any non-clinical issue that delays them (e.g. broken equipment, missing stock, estates issues) whilst AI-analytics predict issues in advance. Our customers include large hospitals groups, global facilities management companies, and medical device companies with billion pound revenues. MediShout is entering an exciting growth phase and seeking a Customer Success Manager to manage clients (hospitals and global equipment suppliers) and solve their challenges by implementing our digital technology to frontline staff. You must be happy to travel as your clients may be based anywhere across the UK, Ireland or Nordics, plus over time this may expand to mainland Europe. You will work in a highly supportive environment and be offered opportunities to take on more responsibility and grow within the company over time.
About MediShout
• The world’s first platform aggregating all operational departments and suppliers in hospitals
• Hospital staff can report any operational issue using our app or QR codes
• Working with the world’s largest medical equipment suppliers and facilities management companies
• Huge growth opportunity to scale globally by onboarding more suppliers
• Backed by renowned investors Episode1 Ventures, Nickleby Capital, KHP Ventures, Atomico Angels
• On the NHS Innovation Accelerator and Microsoft for Startups Accelerator
• The core values we seek in our employees:
(a) Be Trustworthy (b) Be Impactful (c) Be Empathetic (d) Be Insightful (e) Be Adaptable
The Job Role
We are looking for a Customer Success Manager to solve real-world challenges for our healthcare customers. You will create implementation strategies for hospitals and/or medical equipment suppliers, ensuring high user-adoption of our platform by frontline staff. You will build strong relationships with customers at all levels; from frontline healthcare staff, to senior managers and also C-suite executives. This role is hands-on, meaning you will need high energy and be willing to travel frequently to be on-site in hospitals to ensure that excellent digital transformation occurs and customers receive optimum value. When in hospitals you will need to visit wards or other clinical areas. MediShout are expanding our services across the UK, Ireland and Nordics so you will need to travel where required to perform product installations.
Requirements
Your Responsibilities
1. Digital Transformation
(a) Work in conjunction with the Account Manager to drive new launches
(b) Be responsible for managing existing and new customers: including hospitals and equipment suppliers
(c) Planning: with new customers, map out their existing processes and strategise where our technology fits
(d) User Onboarding: implement our technology in hospitals, ensuring it aligns with pathways and systems
(e) User-adoption: improve staff user-engagement with the MediShout App and deliver value
(f) Being a subject matter expert, investing time in understanding current product capabilities and future roadmaps, tapping into knowledge across the business
(g) Contributing to continuous improvement, such as recommendations for improvements, flagging uncertainties and discrepancies, and keeping team and process documentation up to date.
2. Build and Manage Relationships With Customers
(a) Be the face of MediShout, be able to identify the right stakeholders in an organisation to achieve implementation goals
(b) Build relationships with people from all levels including clinical staff, managers and C-suite executives to drive projects and launches to successful completion
(c) Identify customer needs and help customers use specific features and functionalities in our App
(d) Ensure product malfunctions are resolved by the Product Team and communicated back to customers
(e) Ensure our customers get responses to any queries in a timely and accurate manner
(f) Liaise with the Customer Support Executive to provide ongoing training and support
3. Data Oversight
(a) Capture data which evidences our value to customers or where processes can be improved
(b) Take ownership of data generated by MediShout and help publish studies
(c) Liaise closely with the Product Team to deliver data-driven insights where our technology could improve
(d) Work closely with MediShout’s C-suite and be responsible for achieving monthly and quarterly OKRs
Requirements
• Industry: have professionally worked with hospitals, healthcare staff or medical equipment suppliers
• Experience: experience working in healthcare improvement, transformation or project management
• Travel: willing and able to visit hospitals in UK, Ireland, Nordics by public transport and/or driving
• Communication: empathetic and friendly, build rapport with clinical and non-clinical stakeholders with the ability to present to a wide group including to senior stakeholders
• Startups: customer-facing experience in start-ups or SaaS companies is ideal
• Exclusion: We are NOT looking for short-term employees, contractors or freelancers
Characteristics Desired
To align with our company values, we are looking for candidates who are:
• Trustworthy: be dependable and honest, deliver what you promise or communicate if you can’t
• Impactful: passion for improving global healthcare, take pride in work, problem-solver
• Empathetic: treat colleagues/clients with respect, listen and understand challenges of the team
• Insightful: have insight into your strengths and weaknesses, openly receive and give feedback
• Adaptable: manage complex processes in a changing environments, be flexible, can-do attitude
Benefits
Salary, Benefits and Specifics
• £45-55k OTE (depending on experience) comprising salary plus performance related bonus. Salary review at intervals
• Employee share options - EMI scheme - which vests at intervals
• 25 days annual leave
• Hybrid working (1 office day per week minimum), multiple client visits each week, rest is WFH
• Monday to Friday (8.30am to 5.30pm), work laptop, travel reimbursement if visiting clients
• 6-month probation period
What We Provide
• Personal development; be very supported by the senior management team
• Achieve career ambitions with a pathway to grow within the company
• Feel valued and empowered to contribute to company growth
• Work with a passionate, exceptional and smart group of individuals
• Flexible working where possible
